BEHANT HARBIAS
Berkshire
Summary
Dynamic and results-driven Customer Service Manager with over 10 years of experience in the restaurant and hospitality industry. Adept at leading teams, optimizing operations, and delivering exceptional customer service. Proven ability to enhance guest satisfaction, improve efficiency, and drive revenue growth. Passionate about team development, menu innovation, and ensuring compliance with industry regulations. Key contributor to award-winning lounge services, including World Lounge of the Year and Team of the Year.
Overview
14
14
years of professional experience
Work history
CUSTOMER SERVICE MANAGER
BAXTER STOREY
2024.03 - 2025.03
Concorde Lounge, Terminal 5, British Airways Lounge
- Lead and develop the customer service team, ensuring a world-class experience for British Airways high-profile guests
- Manage day-to-day lounge operations, maintaining premium service standards and compliance
- Key player in developing new menu ideas and cocktails, working closely with chefs and bartenders to enhance guest experience
- Oversee projects to improve service efficiency, lounge aesthetics, and overall customer satisfaction
- Ensure seamless collaboration with British Airways as the key client, aligning lounge operations with their brand expectations
- Contributed to the lounge winning World Lounge of the Year and Team of the Year
- Concorde Lounge, Terminal 5, British Airways Lounge
ASSISTANT MANAGER
TRG CONCESSIONS
2023.01 - 2024.02
ASSISTANT MANAGER
THE COMMISSION
2022.05 - 2022.12
OWNER
THE CROWN & KITCHEN
2015.10 - 2022.06
- Founded and managed a successful restaurant
- Oversaw all aspects of operations
- Developed menus, managed financials, and ensured regulatory compliance
- Led marketing strategies and community engagement to grow the business
- Founded and managed a successful restaurant
SECURITY OFFICER
BAA HEATHROW
2011.02 - 2015.06
- Ensured compliance with airport security regulations
- Ensured compliance with airport security regulations, passenger screening, and safety procedures
- Ensured compliance with airport security regulations
Education
INTERMEDIATE BUSINESS STUDIES - undefined
CRANFORD COMMUNITY COLLEGE
11 GCSES IN MATHEMATICS, ENGLISH - undefined
CRANFORD COMMUNITY COLLEGE
Skills
- Customer Service Excellence
- Team Leadership
- Training
- Operations
- Compliance
- Sales
- Revenue Growth
- Conflict Resolution
- Inventory Control
- Cost Control
- Health Regulations
- Safety Regulations
- Business Development
- Menu Development
- Cocktail Development
Custom
References available upon request
Timeline
CUSTOMER SERVICE MANAGER
BAXTER STOREY
2024.03 - 2025.03
ASSISTANT MANAGER
TRG CONCESSIONS
2023.01 - 2024.02
ASSISTANT MANAGER
THE COMMISSION
2022.05 - 2022.12
OWNER
THE CROWN & KITCHEN
2015.10 - 2022.06
SECURITY OFFICER
BAA HEATHROW
2011.02 - 2015.06
INTERMEDIATE BUSINESS STUDIES - undefined
CRANFORD COMMUNITY COLLEGE
11 GCSES IN MATHEMATICS, ENGLISH - undefined
CRANFORD COMMUNITY COLLEGE