1. ANKUR BAGGA
Address: AMSA, Building M2, Apt.7017,
Jumeirah Village South, Dubai, U.A.E
Email: ankurbagga555@gmail.com
Tel: +971559160425
Nationality: Indian
U.A.E Stamp Status: 3 year residency
Marital Status: Married
Date of Birth: June 2, 1978
QUALIFICATIONS SUMMARY
A conscientious customer service professional with over 6 years customer care, front of
house and guest relations management experience in the hospitality sector. A passion for
delivery of exemplary customer service is fuelled by an organised mindset, superb attention
to detail and genuinely caring attitude. A dependable character and respected manager with
discretion, loyalty and personal responsibility as key values.
Now targeting a customer service oriented role in the hospitality and leisure sector.
 Talent for identifying customer needs and presenting appropriate company and
destination product and service offerings.
 Demonstrated ability to gain customer trust and provide exceptional follow-up,
leading to increased repeat and referral business.
 Track record of assisting in the design and implementation of standard operating
procedures that reduce labour costs and improve customer-satisfaction ratings.
 Expertise in resolving escalated customer service issues.
 Relied upon for dealing with high profile leisure and corporate VIP guests using
the hotel.
EDUCATIONAL QUALIFICATIONS
 B.A in Hospitality Management, University of Huddersfield, U.K – Awarded Year 2001
 Diploma in Hotel and Catering Management, Institute of Hotel Management, India –
Awarded Year 2001
 Diploma in Computer Applications, National Institute of Information Technology,
India – Awarded Year 1999
 Higher Secondary Certificate, Elphinstone College, India – Awarded Year 1997
 Fluent command over the English Language
 Fluent command over the Hindi Language
 Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel,
Microsoft PowerPoint®, Microsoft Publisher and Microsoft Outlook®).
 Proficient in Hotel Operating Systems – Opera and Micros
…Continued…

2. PROFESSIONAL EXPERIENCE
Chief Concierge January 2012 to Present
Atlantis The Palm, Dubai
Elected 2nd Vice President for Les Clefs d’Or, U.A.E (U.A.E Section of U.I.C.H- The
Society of Golden Keys for Hotel Concierges)
Appointed to represent Atlantis The Palm, Dubai as a World Concierge for Etihad
Holidays Luxury Brochure 2012-2013
Awards Guest Services Manager for the Second Quarter 2012
Nominated for Manager of the Quarter for Atlantis The Palm, Dubai
Nominated for Concierge of The Year, Hotelier Magazine, Middle East
Awarded a Certificate of Appreciation from RTA, U.A.E
Resort Profile
Atlantis, The Palm is the flagship resort on The Palm Jumeirah. Created by Kerzner
International Holdings Limited, A stunning 1,539-room resort With its enviable location atop
the crescent of The Palm Jumeirah, the resort encompasses a 46 hectare site with 17
hectares of water themed amusement at AQUAVENTURE, extensive fresh and salt-water
pools and lagoon exhibits, an open-air marine habitat, a seemingly endless stretch of beach,
luxury boutiques, numerous dining choices including four celebrity chef restaurants, an
exciting nightclub, a Spa and Fitness Club, and 5,600m2 of meeting and function space.
Job Profile
To oversee and coordinate the daily running and duties of the concierge services. To ensure
that the concierge team are at all times updated with all knowledge and training to perform
their daily tasks. To attend to guest inquiries, preferences and requests ensuring at all times
that the best interest of the resort and the guest is prioritized. Have full knowledge and
assist guests with reservations and information of resort activities, restaurants, spa and
sales promotions. Have full knowledge of local sights, attractions, events, shopping, tours,
activities and restaurants, have available maps and contact details in order to assist guests
with any requests or interest they might have. Communicate or present confirmations and
follow up communications to the guests regarding requested information.
Duties and Responsibilities
 Leading a strong team of 3 Team leaders & 35 direct reporting team members with
over 1500 rooms.
 As part of the Guest Services Management Team, managing operations of Concierge
Desk, Business Centre, Hospitality Lounge, Imperial Club, and Lobby Hosts to ensure
quality and service standards are met.
 Developed new training procedures for new and existing associates and ensured
each associate adheres to hotel standards, policies and procedures.
 Hands on in delivering exceptional Guest Service and satisfying all requests from
ordinary to the extraordinary of our discerning and varied clientele
 Recruited, trained, and developed new employees.
 Regulated shift coverage for optimum effectiveness.

3.  Prepared vacation scheduling according to resort requirements.
 Managed guest services operations and maintained high standards of work
performance through motivation, constant feedback and incentives.
 Created innovative incentive programs right from scratch resulting in high levels of
motivation among the team.
 Attend daily operations management meeting and ensure all information required is
communicated to the team members.
 Assume duty manager responsibilities, attending to guest incidents, issues and
complaints and emergencies.
 Communicate special requests and guest comments with the senior management
team in a daily guest services comment report.
 Liaise with respective departments of special guest or group needs and requirements
to ensure guest satisfaction.
 Achieved effective communication by holding regular departmental meetings and
inter-departmental meetings and achieved high level of team spirit by organizing
weekly and monthly team outings to various venues.
 Handled all guest requests and follow through to assure satisfactory outcome and
compliance.
 Responsible for the preparation of budgets and forecasts.
 Conducted employee performance evaluations every month through one-on-one
meetings and every quarter through appraisals
 Organised and conducted creative and consistent SOP training of over 15 new and
existing staff every quarter.
Head Concierge/Duty Manager October 2008 to August 2011
Clontarf Castle Hotel, Dublin 3, Ireland
Appointed the Asst. Secretary for Les Clefs D’Or– Ireland Section of U.I.C.H- The
Society of Golden Keys for Hotel Concierges
Job Profile
High level position of significant responsibility organising all on and off site activities and
requirements of all leisure and corporate guests
Promoted to lead team of 2 concierges in daily operations of the highly customer focussed
department. Collaborate with Front Office Manager and Sales Manager to create strategic
plans and packages to enhance customer satisfaction. Provide employees with tools to
maintain and increase service levels to both internal and external customers. Work closely
with other departments to promote the hotel, clarify information and build relationships with
the guests of the hotel.
Responsibilities included:
 Organising bespoke services for all our leisure and corporate clients. These include:
o Travel, tours and transport arrangements
o Organising Corporate, team building and group activities
o Destination based requirements within Ireland
o Tickets, VIP access and Hospitality Packages for major events
o VIP and repeat guest requirements ensuring particular items are in room
before check in and meet and greet on arrival.
 Instrumental in improving customer-satisfaction ratings through suggestion,
development and implementation of new reporting procedures.

4.  Increased employee awareness by training on standard operating procedures set in
the Game Plan and by continuous involvement with the city’s main attractions to
increase destination knowledge.
 Enhanced employee performance and attendance through daily mentoring, one-to-
one discussions and motivational strategies.
 Received outstanding positive comments from team members on employee reviews,
as well as exceptional feedback from senior management.
 Continuous liaison with Front Desk and Sales team to ensure all guest requirements
are looked after to achieve high levels of customer satisfaction.
PREVIOUS EMPLOYMENTS
Concierge January 2006 – October 2008
CLONTARF CASTLE HOTEL – Clontarf, Dublin 3, Ireland
Awarded Team Achiever of the month, April 2006 and Employee of the year for
2006
Senior Bartender May 2003 – January 2006
CLONTARF CASTLE HOTEL – Clontarf, Dublin 3, Ireland
Food and Beverage Assistant May 2001 – May 2003
The Library Bar, Taj President – Mumbai, India
REFERENCES
Available on Request