Customer Service Manager

MALLAR BURMAN

***, ***, ******* **, ****** Hill, Barave, Kalyan (W) 421301, Dist. Thane, Mumbai

• Phone No: +91-961******* / 961-***-**** ● Email: ************@*****.*** Front Office / Administration / Finance Manager

Dependable and skilled in supervising and managing a diverse group of people on-board cruise ships and hotels, with 20 years of excellent background in all aspects of the front office, administration and finances having strong communication and relationship-building skills PROFESSIONAL EXPERIENCE

Royal Caribbean International, USA (Symphony of the Seas) Feb 2019 till Date Assistant Front Desk Manager:

• Continually strive to exceed hospitality industry standards, while ensuring complete guest and team satisfaction.

• Supervise the front desk team that excel in delivering industry-leading service to our guests.

• Assist the Front Desk Manager in being the ship's driving advocate for delivering outstanding Customer Service.

• Responsible for motivating, coaching, training, evaluating and tracking development on an individual and team level.

• Responsible for assisting the Front Desk Manager in leading a team of empowered individuals who will strive to deliver focused and extraordinary customer service in accordance to Guest Services Vision and Mission Statement.

• Act as a single point of contact for guests onboard enrolled in the membership program.

• Create awareness and ensure deliverables of the Crown & Anchor Society onboard by liaising with different internal departments onboard or shoreside when required

• Host parties, events and activities as required by the program SOPs.

• Ensure repeat cruisers’ expectations exceed on every interaction and visit. Consistently deliver the Wow. Princess Cruises Lines Ltd., USA Aug 2004 to July 2018 Senior Assistant Purser (Achieved 4 promotions in the tenure with the Company) Senior Assistant Purser:

Customer Relations Manager

• Overall responsible for Guest Services Operations and ensure all Customer Service Agents and the Front Desk Supervisor maintain thorough and up-to-date customer service and product knowledge by providing ongoing training.

• Ensure staff swiftly and satisfactorily resolve all customer relations issues; personally contact each guest to follow up after the issue has been resolved.

• Ensure that all guest complaints are listened to and understood with empathy, showing genuine interest at all times. Ensure responses are appropriate and in line with the Hotel Policies & Procedures. Meet with guests on a one-to-one basis as required.

• Monitor satisfaction and service ratings against OBE (On-Board Evaluation) targets of every voyage and formulates short-term service improvement plans.

• Responsible for Front Desk staff development and management by delivering role description of all team members (new joiners, returning crew, and promoted crew), and communicates clear expectations based on each role description.

• Facilitate weekly department training sessions per Hotel Policies & Procedures as well as regular staff meetings to communicate policy, discuss problems and coordinate solutions.

• Regularly manage the staff operational routines. Ensure that regular duties are covered appropriately and that assistance is willingly provided as requested for embarkation, disembarkation, etc.

• Help to plan future itinerary deployments. Ensure the Front Desk team is trained accordingly and thoroughly prepared to answer questions on product, policy, demographic, itinerary, and port information.

• Review and coordinate groups, on-board weddings and renewal of vows (ROV) with various departments and group leaders, wedding and ROV couples and ensure smooth execution up to guest satisfaction, keeping in mind the Hotel Policies & Procedures.

• Address all accessibility issues which arise during the sailing as the ADA Responsibility Officer. Finance Manager

• Conscientiously manage the ship's cash account, payment of guest folios, and all receipt and payment vouchers in strict observance of the Hotel Policies & Procedures.

• Responsibly maintain a cash-float and ensures it is accurately balanced daily. Promptly and correctly prepare bank deposits, receives cash orders and cash off-loads, and processes pay-ins and payouts to and from all departments; audits for accuracy.

• Ensure all Dynamic Currency Conversion, CrewCard inventory, and credit card authorization and settlement operations are completed.

• Monitor for excessive charges and all voids on guest, officer and department folios in addition to guest accounts for those who have left cash deposits, no form of payment or, if required, for where an alternative means of payment is necessary so that follow-up action can be taken.

• Timely and accurately prepare the Onboard Earnings Report and distribute as required.

• Appropriately and timely address and resolves internal and external audit findings; develop plans to prevent repeat findings.

• Oversee the scheduling of the Night Manager; monitor his or her performance and accounting activities. Assistant Purser:

Front Desk Supervisor

• Provides a positive first impression to every passenger through a warm, welcoming greeting; always maintains a spotless and professional appearance.

• Promptly reads, disseminates, and follows up on all passenger comments that require a response every day and ensures all passenger complaints are accurately documented per Policies & Procedures. Constantly analyses the Passenger in Focus report and escalates issues to the appropriate parties without delay.

• Ensure team members take ownership of each complaint, follow up with the passenger in question, and include specific details of the resolution.

• Knows team’s role descriptions, deliver them to all team members, and communicate clear expectations based on each role description.

• Observes each crewmember’s performance and delivers prompt and appropriate correction, improvement or reinforcement. Coaches and develops skilled, engaged team members to become the Consummate Host.

• Actively participates in weekly department training sessions as well as regular staff meetings to communicate policies, discuss problems, and coordinate solutions.

• Scheduling team members to optimize the use of resources and ensure customer service standards are maintained without fail.

• Ensures all team members fully understand all Company financial controls and procedures relevant to their position.

• Regularly ensures team members maintain an accurate float and correctly settle shipboard accounts.

• Works with the Port Agent to resolve all lost-luggage reports without delay; provides the passenger with regular updates while always adhering to Policies & Procedures. Night Manager

• Monitors the performance of all Night Supervisors and Managers and their teams to ensure they deliver consistently excellent customer service during every passenger interaction.

• Constantly analyses the Passenger in Focus report throughout the night and forwards information; when necessary, escalates issues to the appropriate parties in the morning without delay.

• Regularly helps the Customer Services team settle shipboard accounts by accurately placing credits/exceptions, transferring charges, and providing guidance per Policies & Procedures.

• Always monitors the cash deposit accounts; promptly provides the Finance Manager with a list of passengers who have gone beyond the deposit amount.

• Regularly monitors all void and refund postings and provides an accurate report to the Finance Manager. Run

"End of Day", "End of Cruise" and "Voyage Turnaround Processes" in system and promptly distributes all reports as required.

• Regularly monitors the performance of the night Customer Service Team and other supervisors and staff; promptly addresses all issues as required.

• Ensures the night Customer Service team understands and adheres to all Company financial controls and procedures relevant to the position.

• Ensures the Front Desk Handover Book is read before each shift commences and is updated throughout the duty period; ensures all outstanding issues are handed over to appropriate colleagues.

• Regularly prepares the Night Report and reviews it with the Customer Services Director before promptly distributing it to relevant Senior Officers and Managers. Assistant Crew Manager

• Promptly performs all administrative services provided to the officers and crew that are relevant to the position.

• Assists in warmly welcoming all embarking crew; promptly ensures that they have all correct paperwork and documentation and that all joining requirements have been properly arranged.

• Provides accurate and timely travel arrangements for all disembarking crew at sign-off.

• Assists in accurately preparing all crew immigration and customs documentation and ensuring that the appropriate port officials receive the required documents at the correct time.

• Works with the Port Agent to resolve all crewmember lost-luggage reports without delay, providing the crewmember with frequent updates.

• Assists the Crew Manager in the proper payout of overtime, bonuses, gratuities, and other voucher payments.

• Performs all crew cash transactions such as foreign exchange, personal checks, postage stamps, telephone card sales, etc., with strong attention to detail and ensures cash-float is accurately balanced daily.

• Carefully and swiftly assists the Crew Manager with all crew remittance functions in accordance with Fleet Payroll guidelines.

• Assists the Crew Manager in collecting payment for personal officer’s accounts and ensures settlement without delay.

• Assists in ensuring MAPS (Crew Administration System) is updated with current crew information at all times and that applicable hotel systems are used appropriately.

• Adheres to all Hotel and Fleet Personnel policies; takes personal responsibility for being knowledgeable about the product, crew services, and crew office processes.

• Promotes a positive environment within the department at all times through cooperation, flexibility, helpfulness, and prompt timekeeping.

Administration Officer

• Ensures all passenger arrival and departure documentation is promptly and accurately prepared, updated, and distributed onboard and to local authorities.

• Works efficiently with port officials to ensure they are provide with a suitable working area and hand over the correct passenger paperwork to ensure ship’s clearance is timely obtained.

• Promptly prepares, processes, and transmits complete and accurate files to the CBP and U.S. Coast Guard; ensures all other files required for arrivals and departures are handled in compliance with Policies & Procedures and Fleet Regulations.

• Promptly and accurately advises all relevant parties on-board and ashore of the number of passengers and crew on board at the time of sailing.

• Willingly assists the Customer Services Director in coordinating the disembarkation process including, but not limited to, managing the Passenger Disembarkation Application and distributing disembarkation information, questionnaires, and Customs and Immigration forms.

• Conscientiously contacts and assists passengers who require special assistance for disembarkation; timely sends any special vehicle requests to the Port Agent.

• Patiently, swiftly, and with empathy coordinates the travel arrangements of passengers who break voyage unexpectedly.

• Consistently meets with the shore side embarkation team prior to embarkation; provides clear and accurate instruction regarding documentation requirements and reference material in compliance with Policies & Procedures.

• Ensures the ship remains in compliance with immigration, customs, and ship’s requirements at all times. Assistant Shore Excursion Manager

• Assist in all Shore Excursion sales, providing passenger information as required. Operate the automated ticketing system.

• Assist in maintaining accurate information in the computer database system regarding number of sales, revenue achieved, etc.

• Assist in preparing and distributing printed information including tour order forms and port guides.

• Assist in liaising with Tour Operators, advising them in advance of sales figures.

• Assist in the dispatching and escorting of Shore Excursions.

• Develop a working knowledge of the ports, including excursions, independent activities, and places of interest, history and culture.

• Assist in preparing reports on the quality of Shore Excursions and service provided by shore-side tour operators. General Responsibilities as a Shipboard Officer:

• Conducting regular drills (fire, bomb search, man-over-board, pirate attacks), as per the requirement of International Maritime Organization.

• Enforcing and monitoring environmental and other compliances.

• Conducting regular rounds (cleanliness, maintenance issues and safety hazards, etc.) and report to appropriate parties for any findings and ensure the issues are resolved in due time.

• Actively involved in any investigation related to accidents onboard or guest incidents or allegations, in coordination with security and other related departments or individuals.

• Uphold company values and safety philosophy and ensure that the crew maintain a high moral.

• Remain in a state of high alert and readiness for any major incidents. Oberoi Grand, Kolkata Feb 2004 to Aug 2004

Trainee (Operations)

• Handling check-in and check-out of FIT, GIT& Airlines crew effectively.

• Allocating rooms to the arrival guests as per their requirement and request.

• Preparing bills for long staying guests as per their billing instructions and follow-up for the payment.

• Co-ordinate with the bell desk about guests’ newspaper request also for the baggage movement of all arrival and departing guests this includes both FIT’s and GIT’s.

• Co-ordinate with the travel desk and the airport representative regarding the pick-up and drop of the guests.

• Assisting every guest with the internet facility in the rooms (both Broadband and dial-up connections).

• Assist guest in tele-check-in or pre-check-in in the departing flights and also help them to recover lost baggage from the airlines.

• Take care of the Business Centre and the health club when required. Hyatt Regency, Kolkata July 2002 to Dec 2003

Guest Services Attendant- Front Office

• Handling check-in and check-out effectively

• Use suggestive selling techniques to up-sell rooms and promote other hotel services.

• Co-coordinating Airport pick-up and drop with travel desk and Airport representatives.

• Handling baggage movement of FIT’s and GIT’s.

• Supervising main porch operations during heavy banquet movements and busy weekends.

• Have a through knowledge of Fidelio and Micros package and its application. Grand Hyatt, Delhi Dec 2000 to June 2002

Front Office Attendant

• Overall supervision of bell service and valet service operations as a shift in-charge.

• Taking guest request and delegating jobs within team numbers.

• Preparing Duty Roaster for Bell services and valets.

• Taking care of the departmental requisitions and maintain of equipments.

• Assisting FOM or AFOM in implementing any new policies.

• Maintaining effective communications with other departments.

• Assessing training needs and evolving training plans in co-ordination with FOM for the team ACHIEVEMENTS

• Won the HYSTAR GOLD Award twice from Hyatt International Corporation for exceptional service provided to guests and the company

• Received a letter of Appreciation from the General Manager for delivering exceptional service to the Prime Minister during his visit

EDUCATION AND TRAINING

1997-2000 3 Years Diploma in Hotel Management from Barclay Hotel Management College Kolkata, an approved training center of London college of Management

1998-2001 Bachelor of Arts from Ranchi University through Correspondence

2009 Successfully completed programme training in Personal Survival Techniques and proficiency in Survival Craft and Rescue Boats approved by Maritime Coastguard Agency.

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