Experience

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  Monginis foods pvt. ltd.

  Sept 1986 - Nov 1992

  Franchisee manager/field sales officer

  Served as a Franchisee Manager of the largest chain of Pastry Shops in Asia with 130 branches in just one city; annual turnover of $ 16 million in revenue.• Managing the counter-sales staff of 8 employees. Responsible for Bookkeeping, Accounting, Indenting and Inventory of the franchisee.• Minimizing waste of perishables by balancing the inventory and promoting sales. • Training and motivating the staff in quality service and product knowledge to optimize maximum sales growth.• Promoted to Franchisee Manager within six months for outstanding ability to quickly adapt to evolving customer and business needs.• Awarded sales growth certificates for three consecutive years 1989-1991 Show less

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  Costa cruise lines north america

  Nov 1992 - Jan 1995

  3rd pastry cook/officer mess waiter
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  Royal caribbean international

  Oct 1995 - Jun 2011

  Managed daily operations within the onboard Crew Office by supporting continuous delivery of excellent services and care to all crew, staff and officers. Crew Office operations consist of Customs & Immigration, Passport Control, Visa Information, Crew Data Integrity, Crew Travel Arrangements, Crew Contracts, Crew Payroll, Time & Attendance (ILO), Crew Remittance, Crew Mail, Crew Activities, Crew Welfare and Crew Recreations.Management and assignment of Crew Berthing taking into consideration, departments, ranks, cultural diversities, cohabitation requests and preferences. Communicated job expectations and trained staff to promote team building and improve productivity. Created and implemented administrative processes and procedures to prioritize job tasks and establish personnel responsibilitiesDirected and oversaw crew embarkation and debarkation process, confirming travel arrangements, hotel reservations, visa requirements and ensuring smooth transition.Successfully planned and executed full crew immigration checks conducted onboard or ashore as required by the officials. Coordinated and facilitated large scale crew events such as closing the ship when it is sold or scraped.Provided complete administrative support to the Human Resources Manager. Possess a thorough knowledge of the visa requirements and regulations of all the ports of calls around the world visited by the cruise ships. Show less Provided full administrative service pertaining to Customs, Immigrations, Kronos (Time & Attendance), including assistance in payroll, crew activities and slop-chest managing (which included stocking, indenting & inventory).Created and implemented CBP immigration forms in electronic format to expedite the process and shared it fleet-wide to enhance the entire operation.Broad-based experience covering a full spectrum of administrative duties, including executive support, cash handling, time and attendance, guest relations database administration, port paperworks preparation, travel/meeting coordination and project/event support.Multitasking talents, with the ability to manage top-priority assignments and develop solutions to challenging operational problems.Overseeing the entire operation of the Slop-Chest inventory, indenting, accounting, POS, stocking, shelf-display and purchasing. Show less

  • Crew Administration Manager

    May 2009 - Jun 2011

  • Crew Administrator

    Oct 2005 - May 2009

  • Guest Services Officer/Guest Administration Officer/Crew Relations Specialist

    Aug 2002 - Oct 2005

  • Pastry Baker/Pastry Cook Asst.

    Oct 1995 - Aug 2002
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  Intelligent cargo logistics

  Aug 2011 - Dec 2011

  Commercial director – bulk & project cargo (asia)

  • Freelance managing the entire logistic operation of Asian clienteles.• Canvasing the Asian market for their logistic requirements• Preparing quotes based on the best and competitive rates

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  Disney cruise line

  Dec 2011 - Sept 2012

  Guest services manager

  Ensures and provides flawless, upscale, professional and high class guest service experience. Analyzing customer feedback and providing strategic direction to continuously improve overall rating. Responding to guests needs and anticipating their unstated ones. Received numerous positive feedbacks and comments from guests on how we made an impact on their cruise vacation.Assisting the Manager of Guest Services in leading and motivating all front office personnel including supervising, training, communicating objectives, disciplining, visual monitoring of performance to ensure adherence to all service and productivity standards to provide impeccable guest satisfaction. A weekly one-on-one meeting was conducted to boost employee morale.Effectively dealing with guests that require extensive levels of patience, tactfulness, and diplomacy to defuse anger, collecting pertinent information, and resolving conflict without issues escalating to the senior management. Received award for achieving the highest scores in Friendliness & Problem Resolution. Responsibilities included: Event Management & Organization, Lost & Found Administration, Complaint Resolution, Service Recovery through constant follow-up. Performance Evaluation & Scheduling of Front Office team, Ordering and Inventory of office supplies and stationaries. Show less

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  Princess cruises

  Dec 2012 - Feb 2017

  Assistant purser

  Assistant Purser is interchanged on rotation basis with the following positions onboard: Administration Officer, Asst. Crew Purser, Night Manager & Front Desk Supervisor.Administration Officer: Administration of documentation and ship’s certificates required for ship’s clearance through Customs, Immigration, Agriculture and local authorities on all ports of call worldwide. Check-in & Check-out of guests & port administration.Night Manager: Assistant to General Manager on all overnight operation and issues. Reconciles all accounts, processes invoices and prepares folio statements. Balance all departmental accounts. Complete outstanding postings. Rolling the day in system.Assistant Crew Manager: Crew Administration & Crew Relations pertaining to employment contracts, payroll, travel arrangements, visa requirements, expense remuneration, cash transactions, wire transfers, remittances, berthing, recreation and answering all queries in relation to crew employment and stay onboard.Front Desk Supervisor: Motivates, coaches and provides training to the front desk team. Prepares work schedules and performance evaluations of the team. Increased the ratings of front desk through teamwork and developing positive working environment. Show less

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  Regent seven seas cruises & oceania cruises

  Apr 2017 - Aug 2021

  Second purser

  Inbound and outbound clearance of vessel, passenger visa requirements, maintaining port requirements, pre arrival advise to port agents, manifest distribution and port administration. Effectively reduced the clearance time by 30% through accuracy in clearance paperwork and establishing good relation with Customs, Immigration and the port authorities.Cash handling including foreign exchange. Coaching and auditing junior staff in financial aspects of the operation. Accomplished financial objectives by collaborating effectively with internal team members and guests. Increased the exchange of foreign currency by 18% on European itineraries.Analyzed guest demographics and itinerary to forecast visa restrictions and ship clearance requirements with the development of advanced tracking methodologies. Formulated Excel files created to expedite complex reports, and further shared fleet-wide to optimize and streamline the administrative tasks of colleagues on other ships.Composing and proof reading of collaterals. Responding to emails. Coordinating and channeling information from external sources to ship-board management. Liaison between the ship and the port authorities in all aspects of communication. On daily basis managed to respond and channel approximately 50+ emails pertinent to queries and correspondences.Provided assistance and training to the front desk team in financial aspects of the operation. Through successful coaching and training of the team members, the overall guest experience ratings were enhanced and maintained. Show less

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  The barrington hotel

  Oct 2021 - Dec 2021

  Guest services supervisor

  Developed and maintained a professional relationship with guests, associates and all hotel staff members. Delivered exceptional interpersonal communication skills with a centric focus on guest satisfaction and repeated clienteles.Planned and executed daily agenda that included the duties that needed to be carried out by the front end staff members and trained the guest staff members on the various facilities that were being rendered and services offered to guests.Made efforts to enhance the quality of services that are being provided and ensured that the existing services are in compliance with the rules and regulations, and that all the safety and security procedures are being adhered to.Involved in cash handling duties, reconciliation of payments, validating the authority of the credit cards and processing payments from third parties. If any discrepancies were found, ensured that they were being communicated to the senior management and accounting team.Generated and audited reports of daily room rates, occupancy levels, credit limit and special events report. Restocked and replenished office stationaries and guest amenities at the front office and ensured to requisite items as required.Monitored reviews and social networking sites and feeds to respond to questions or complaints. Maintained the response time to not exceed more than an hour, providing prompt resolution and the best service recovery. Show less

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  Halifax marriott harbourfront hotel

  Dec 2021 - Feb 2024

  Night audit supervisor

  Performing the role of Manager on Duty during overnight shift. Coordinating audit tasks among night shift team members to cover front desk operations. Overseeing daily rooms operation, hotel, banquets and food and beverage revenue and auditing.Generating daily reports to keep leadership informed about arrivals, departures and overall occupancy. Looking over pending check-ins and payment processes to complete closing procedures. Balancing Micros point of sale to PMS before rolling end of day.Investigating daily room rate variances, same day reservations, complimentary rooms and correcting errors to resolve discrepancies. Auditing phone call charges, post parking charges, post daily room and tax charges.Responding to guest needs quickly and efficiently, noting changes in reservations or special needs. Responding to live chat within 3 minutes as per company’s standard. Generating and auditing reports of daily occupancy levels, room rates and credit card authorization. Restocking and replenishing office stationaries guest amenities and gift shop at the front desk and ensuring welcome gifts are delivered to elite guests.Preparing newsletter compiled of information such as, upcoming VIP and Elite guest’s arrival, negative and positive guest comments, upcoming events of the next day, associate birthdays and special events and updating hotel’s rating score chart. Show less