Amit Chattopadhyay

*** * ****, ****** ********** (Off palm Beach Road )

Sector 16 A, Plot # 2&3, Sanpada 400705, Navi Mumbai, Maharashtra, India

Email Id: add67t@r.postjobfree.com

Skype Name: amitihm +91-916*******

Results driven, customer centered individual with over 14+ years of experience in Hospitality Management and Client Excellence. Verified talent for maintaining guest service operations, with success in capitalizing on growth opportunities, implementing processes and strategies for crisis management and project development. Articulate communicator and an effective trainer skilled in achieving Employee and Client Satisfaction. Core Skill areas include:

Customer Insight Management Performance Management Excursion Development

Client Service/ Loyalty Key Accounts Management Crowd Management

Staff Training & Mentoring Training Program Design Cruise Sales management

Professional Experience

Chief Officer Concierge Services ( 2008 – March 2016)( December 2016 – Present)

Heading a key segment of the Pursers department. Managing 40 Elite Suite on the second largest cruise ship of the world as well as an average of 400 high priority loyalty members for their day to day satisfaction and signing up for cruises through a comprehensive subordinate structure stretching out to comprehend three core areas of cruise/ hospitality operations. Responsible for a timely departure of the ship with the assistance of the Guest and the crew Administrator and proper communication with the Bridge.

Team Strength:

3 Senior Guest services officer

1 Deck Supervisor

8 Suite Butler Attendants

2 Bar Tenders

3 Waiters

Royal Caribbean International

Team Performance : Led the Pursers team to achieve the highest team specific rating for the year 2009- 2010 as well as for the year 2013-2014

Directed the quantum leap program with close coordination with Corporate/ Celebrity ( Sister Concern) suite enhancement team which gave a huge boost to the onboard sales of cruises and the revenue generated through confirmed onboard booking.

Won the Friendliest Cruise In the World title for the year 2008 -2009. 35 % of the ratings were from the Loyalty / Suite guests and their reviews.

Change Management: Steered the suite services team towards a more professional approach after the suite enhancement program was implemented which resulted in keeping the prices for the suites consistent throughout the depression period.

Tour / Excursion Audits: Implemented various changes in the low profit segment of the excursions at the different countries in the Caribbean visited as well as in Alaska and the Greek isles.

Project Lead Private Island: As a part of the suite enhancement program, executed the Bare Foot Beach Cabana project ( Can be discussed upon enquiry)

Project Head - Concierge Services – Revitalization of Rhapsody of The Seas : Became an integral part of the $ 65 MN project which made this ship built in 1997 comparable to the Mega class cruise ships like the Freedom and The Oasis class.

As Departure officer on The Freedom of the Seas, Initiated the Express Departure Process which made the departure process quicker by 2 hrs and saved 250 man hours each week.

Implemented the Luggage Valet Program which added huge value to the guest experience.

Worked with Intercruises Port Agent and Ship Manager, to set up the port of Voncouver BC, Seattle Port 91, Honululu and Sydney International Cruise Terminal ( Revitalized) for smoother immigration controls.\

Handled the safe repatriation for 1800 Indian crew during the Covid 19 lockdown period 2020.

Ensured the Green zone containment of Brilliance of the seas during the crusial time of the commencement of the lockdown with safe repatriation of all guests sailing onboard Brilliance of the seas for the cruise shutdown process.

Ships Worked On

Freedom Of The Seas

Rhapsody Of The Seas

Splendour Of The Seas

Navigator Of The Seas

Grandeur Of The Seas

Brilliance Of The Seas

J.M.Baxi & Co ( Port Agency) August 2016 – November 2016

Assistant General Manager – Operations, All Ports

Ports Responsible For : Mumbai, New Mangalore, Gao, Cochin, Chennai, Lakshwadeep ( Agatti), Port Blair ( Andaman Islands) and Porbandar

Cruise Accounts Responsible For: Royal Caribbean International, Celebrity, Azamara, TUI, Happag Lloyd, All Leasure Hollidays, NCL, Seven Seas, Costa, Aida, Cunard, Salen Ships, V Ships and HAL

Job Responsibilities,

1.Projecting and bidding estimates for all cruise principles

2.Scheduling port agent representatives for all the ports and ensuring pilot and quarantine officers are escorted onto the ship at middle ground.

3.Ensuring all queries are attended by branch offices including port questionnaires and updating of the most current port tariff which leads to accuracy of information being maintained for all ports

4.Liasing with port authorities and ensuring berthing requests are made and any issues pertaining to the same being resolved. Liasing with Immigration officials and Ministry of External Affaires to discuss clearance times and posting of adequate number of officials to ensure smooth clearance.

5.Ensuring calling for funds from different Principles for timely payments of statutory charges and also time submission of DA’s so that funds are called in and vendor payments are made without any delays

6.Monitoring PDA’s submitted by branches are as per bid and ensuring compliance of all official formalities for efficient clearance and departure of all Passenger and Foreign Naval vessel

7.Selection of vendors as per standards and negotiate on the basis of higher credit and time limit.

8.Creating new accounting strategies and ensuring a more transparent invoicing system so that healthier relationships are maintained with principles

9.Specialized in handling Foreign naval vessels, coming to India on goodwill visit and ensuring time lapses are nullified and events carried out as per LOGREQ

10.Ensuring compliance with Ethics are maintained for each principles .

11.Managing the logistics of Enroute Clearances in coordination with Ministry Of external affairs and the related port of arrival ( mostly Mumbai and Cochin) and communicating according with cruise principles.

Royal Caribbean international

Senior Guest services officer – Nov 2006 - Apr 2007

Reporting any concerns / queries from guests and investigating the cause

Maintaining Guest compensation and Quality account records along with a guest services officer

Resolving and following up with guest about their experiences.

Maintaining cash float for receiving and other transaction like foreign exchange

Discussing and briefing about ports of calls .

Empress Of The Seas ( 2004 – 2006)

3rd Purser Guest Services – Dec 2005 - Nov 2006

Exceeding the expectation of each guest and providing and ensuring them with the best quality service

An integral part of the information desk as well as helping them organize and celebrate their cruise thus making sure that they have the best possible time onboard

Guest portfolio management, Babysitting requests, Travel requests

Coordination of the different backstage tours and a lot of other services

Assistant Waiter – 2004 - 2005

Assistant Waiter – 2003 – 2004 ( P&O Cruises)

F&B Assistant - Team Leader – Coffee Shop

ITC Grand Maratha Sheraton Hotel and Towers ( Sahar, Mumbai) 2002-2003

Started with Coffee shop ( Peshwa Pavilion) which won the best Coffee shop of the year award In Mumbai. Worked for Peshawari ( Avadhi cuisine) which is one of the renowned restaurant only after Dum Pukht by internationally acclaimed chef Imtiaz Qureshi at the ITC hotels

Maintaining high level of familiarity of all current menus, including food menus, beverage and wine lists.

Ensuring constant flow of information to the Restaurant Operations team from both beverage operations and culinary areas.

Inventory Controls through crunchtime and store management.

Ensuring every section head’s interaction with guests, thus resulting in optimizing performance and increased rating.

Supervising the dinner table assignment for every guests considering their Demographics, Nationality and other variables

Captain – ( Equivalent to Restaurant Supervisor)

The Park (Kolkata) 2001 - 2002

Joined as Hotel Operational Trainee for the most happening Discotheque in Kolkata – SomePlaceElse. Opened Tantra – an extention of SomeplaceElse.

Went on to be the Captain for the oriental Restaurant – ZEN, as well as given the opportunity to open the First Satellite restaurant of The Park Group of Hotels, a 65 cover restaurant with a banqueting capacity of 2000 guests at the Entertainment park Swabhumi (Kolkata )

EDUCATION

Hotel Managment Graduate - IHM GUWAHATI 1998 – 2001

Bachalers in Economics – II Year

ICL Vashi, Mumbai Universaty 1995 - 1998

Higher Secondary

MGM Nerul, Mumbai Universaty 1993 – 1995

Matriculation

Fr Agnel School, Vashi, Mumbai Universaty 1993

References

Santiago Sacrone – Site General Manager – Cococay, Bahamas

Sanjay Kumar – Senior Hotel Director – Ovation Of The Seas

Luis Martins – Fleet Guest Services Manager - RCI

Amit Chattopadhyay

Contact this candidate