GURSHARAN SINGH E-Mail: gursharan.sandhu83@gmail.com

Mobile: +971-503797986 / Landline +971-44581345

Senior level Professional: Client Relationship Management / Operations Management Preferred Industry: Sport / Healthcare / Hospitality

Location Preference: UAE / Middle East / Asia

SKILL SET

Strategy Planning

Budgeting / P&L Management

Operations Management

Client Relationship Management

Conflict / Resolution Management

Training & Development

Cost & People Optimisation

People Management

PROFILE SNAPSHOT

• CPR and First Aid Certified professional with 12 years of experience • Fitness Equipment Expertise skilled in SPA and Wellbeing Concepts • Acknowledgment received for managing the fitness club skilfully and

securing promotion for the same • Abilities in coordinating with internal/external customers for running

successful business operations and experience of implementing procedures and service standards for business excellence

• Excellence in ensuring delivery of high quality services to support customer's business needs & achieving continued high customer satisfaction from all operational users for services

• Hands-on in framing work direction and plan for the associates, discussing strategies and customer issues logged with the client in the weekly conference call and issue action items around them

• Track record of setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process

• Excellence in handling corporate deals around UAE • Prudent, disciplined & self-motivated with excellent planning,

communication & leadership skills with proven abilities in team management and customer relationship management

HIGHLIGHTS

Played a key role in improving customer retention in 2014 by 94% from 42

% in past two years Track record of working for the PT Department and generating a cycle of

30% - 40 % monthly budget Successfully developed several online promotion strategies that helped to

bring in new members Credit of providing both training for new hires and setting up training

materials which resulted in improving the efficiency of customer service department by 70%

Provided high quality services to outbound customers in areas such as improving productivity

Recommended triple pack training programs for new joiners; ensured that trainings delivered to the team were put into effect & feedback was given on the program success, thereby ensuring a transparent review of acquired talent

Secured business worth 600,000 AED within a short span of 3 months Recorded zero unsolved customer defects, which resulted into 100% client satisfaction

EMPLOYMENT DETAILS

Since Jul’13: Fitness Factory Gym, Dubai, UAE as Fitness Factory General Manager Key Result Areas: Spearheading the entire gamut of gym operations and maintaining the operational budget

Instrumental in designing and promoting activities to meet customer demand and generate revenue Advertising and promoting the club to increase usage, which may

include commissioning and considering market research Recruiting, training & supervising staff, including managing staff roster Ensuring health and safety of the equipment Maintaining high levels of customer care, often with a particular focus on

avoiding loss of existing users Handling complaints & incidents, e.g. accidents and emergencies or theft Delivering some fitness training or coaching in sports activities - often a

good way of maintaining contact with customers Preparing and checking budgets and generating income Cashing-up and keeping stock records; Purchasing equipment and

supplies Using advanced management information (e.g. footfall, popularity of

classes by hour) to improve provision and timetables and cope with fluctuations in demand

Apr’12 – Jun’13: Fitness First, Abu Dhabi, UAE as Front of House Manager Key Result Areas: Formulated strategies for front office that supports achievement of the club's goals Shouldered the responsibilities of developing and implementing processes and procedures for assigned departments Ensured:

o Guest satisfaction and responded to guest concerns and inquiries o Front desk handles billing and cash in accordance with club's standards o Guest data and management reporting was processed accurately while maintaining proper security standards o Accounting transaction and cash handling procedures were in compliance

Conducted regular monthly meetings with members of the Front Office and Communication Team to address current initiatives, projects and long term goals

Aug’04 – Apr’12: Jumeirah International, Dubai, UAE Joined as Guest Relation and rose to the post of Duty Manager

Key Result Areas: Entrusted the responsibilities of handling guest arrival with pick up request and arranging the transportation Provided assistance with guest luggage and hotel facilities information to the guest Maintained the additional instruction for guests or information about guest arrival or departure in the logbook Responsible for good service and maintained close relationship with all official sectors at the airport and most of all,

maintain a spirit of team work among the hotel’s personnel Ensured appearance and grooming of airport representative officers

TRAININGS

Undergone the following trainings: o Telephone Etiquette o Customer Service o Opera Training such Reservation and Profile o Grooming Stranded & Body Language o Cross ex-poser to Front of House, Reservation and Marketing Sales

OTHER COURSES

Alison Certified in Personal Fitness and Health, UAE in 2015 Emergency First Aid & Incident Management Course from Health and Safety Solution,

UAE in 2012

ACADEMIC DETAILS

MBA (Hospitality Management) from Indian School of Management Studies, Mumbai India in 2015

BBA (Hotel Management) from Cornell University, USA (Distance Education) in 2010

PERSONAL DETAILS Date of Birth: 5th August 1983 Nationality: Indian Passport Details: K5263555 / Visa Details: Employment Visa Driving License Details: UAE Marital Status: Married / No. of Dependents: 1 Address: Bld 225, Apt. 308, Dubai, UAE Languages Known English and Hindi