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Destination / Customer Service Manager

Location:
Vasant Nagar, Karnataka, India
Posted:
April 01, 2021

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Resume:

Key Impact Areas Soft Skills

Operations

Administration

Revenue Management

Guest Relation Management

Shore Excursions & Tours

Man-management & Training

Future Cruises Sales

Finance

Cost Control

Communicator

Collaborator

Intuitive

Innovator

Leader

Motivator

Analytical

Team Builder

Career Timeline (Recent 3 Organisation & Designation) Executive Profile

Result driven hospitality professional with over 10 years of experience in International Cruises and

Guest Service Operations

Experienced and Proficient Destination Manager

with expertise in Front Office, Shore Excursions & Future Cruises Management and Guest Service;

Actively support the goals of the department as

well as the company, as a whole, to ensure high

quality and consistent service

Strategizing the long-term business directions of the region to ensure maximum profitability in line with organizational objectives in an effective manner

Experienced in Shore Excursion Manager with

expertise in Front Office Management and Guest

Service

In-depth knowledge in Safety and Environmental

policies and procedures onboard with an capability to proficiently execute the same

Skills in managing all guest Inquiries/ requests / complaints / problems in a professional manner;

highly effective with problem-solving skills and

risk assessment

Thrives in a team-oriented environment while

withstanding the pressures and demands of

providing top quality customer service and

retention

Provided guests with outstanding guest service,

managing guest grievances effectively, effective

registration and billing services in a professional and friendly manner

Implementing systems, managing daily operations

to achieve maximum efficiency in various

operations

Ensuring maximum guest satisfaction by closely

interaction with guests to understand their

requirements & customizing products & services to

their needs

VIGNESH GANESH SHANKAR

Scaling new heights of success with over 13 years of hard work & dedication, in Tourism and Hospitality Industry with reputed organisations Experienced and Proficient Destination Manager with expertise in Front Office, Shore Excursions & Future Cruises Management and Guest Service Operations to cruise destinations in Australia, New Zealand, Asia & South West Pacific countries Location Preference: Bangalore & Mumbai in India

Overseas: Australia, New Zealand, Canada, Europe, Asia, Africa, America & Middle East

Phone: +91-898*******, +91-986******* E-mail: adlb5a@r.postjobfree.com May’06 –

Aug’07

Guest Service

Assistant,

HYATT REGENCY

Jul’10 – Oct’13

Shore Excursion /

Tour Manager,

Carnival Australia -

P&O CRUISES

Oct’13 – Till

Now

Destination

Manager, Carnival

Australia - P&O

CRUISES

Professional Experience

Destination Manager, Carnival Australia - P&O CRUISES Oct’07 – Till Now Growth Path:

Receptionist/Junior Assistant Purser Oct’07 – Apr’09 Assistant Shore Excursion Manager Jul’09 – Nov’09

Assistant Front Office Manager Nov’09 – Mar’10/ Apr’10 – Jul’10/ Nov’10 – Jan’11 Shore Excursion Manager Jul’10 – Oct’13

Destination Manager: Oct’13 – Till Now

Responsibilities as Destination Manager:

Leading a team to administer and deliver an onboard Shore Excursion operation to serve guests and by representing the Future Cruise Sales program in various onboard environments to generate future bookings and revenue

Exceeding the revenue budget each voyage without interfering with guests enjoyment of the cruise experience

Engaging in regular promotional activities including port, tour & future cruise talks, presentations, and onboard TV appearance

Ensuring Shore Excursion staff maintains thorough and up-to-date knowledge of all tour programs; provides training on sales techniques and all policies and promoting shore excursions & future cruise bookings Promoting the P&O brand and future itineraries, cruises and managing all deposits and cruise bookings and entering all information in the reservation system Distributing end-of-voyage information for shipboard management and shoreside operational management Collaborating creatively and effectively with other revenue departments to promote future cruise sales and deposits, including attendance at Captain Circle Parties, Cocktail night and Cruise Fair participation Hosting and guiding the Access all Areas or Behind the Scenes tour of the ship In-charge of inventory, promotion, and distribution of snorkeling equipment to ship’s guests Highlights:

Successfully generated Revenue and Manager Information Reports including notable events that occur during the cruise

Implemented the Shore Excursions & Future Cruise Sales Program onboard, over a period of 8 years for P&O Cruises, Australia

Secured a record business worth approx. A$3.25 Million or INR17 crores in cruise bookings within a short span of 3 months (Nov 19 to Feb 20)

Secured a record business worth over A$3 Million or INR15 crores in cruise bookings within a span of 4 months (Jul 17 to Nov 17)

Front-led the implementation of Shore Excursion & Future Cruise Program onboard newly arrived ships i.e. Pacific Pearl in 2010 and Pacific Eden in 2015 Responsibilities as Shore Excursion / Tour Manager: Monitoring and supervising the shipboard Shore excursion program Maintaining an inventory of all available tours on a cruise-by-cruise basis & update the same in the computer system database accordingly

Administering, tutoring and evaluating the Assistant Shore Excursion Manager and other staff members Drafting the tour information sheet and drop-off forms and managing the Shore Excursion Desk including guest services and answer queries regarding tour sales, refund issues and general port & ship information Coordinating with Tour Operators in the ports to execute smoother Shore Side Dispatch of tours Reviewing past and future progress of Shore Excursion / Tours and inspecting new excursions in ports and monitor tours on a rotating basis in order to constantly review quality control Supervising financial responsibilities such as budget, expenses and/or achievement of revenue targets including the successful identification of expense reductions through cost control Responsibilities as Assistant Front Office Manager: Supervision of the Reception desk, assisted in training new personnel as requested by Front Office Manager and assisted in appraisals

Managed:

o Onboard documents including Port Guides, Daily Announcements and Daily Newsletter of the Ship o The lost and found spreadsheet and logged all items turned in and reported lost items, ensuring that all lost and found items are packaged and offloaded at the end of each voyage Fixed guest concerns, complaints or suggestions or referred guests to the concerned management personnel in a continuous effort to provide superior guest service Studied staff shift work and cash managing for errors; maintained accurate records, managed the responsibilities of the manager when assigned and participated in special initiatives Ensured:

o Full understanding of the itinerary including embark/debark restrictions and explained them, in detail, to guests or guests; Assisted the Documentation Officer and Security prior to departure to ensure all guests are accounted for and are onboard o That the front desk is neat and tidy at all times and that the various binders (with arrivals & billings) are kept neat and organized while old information is removed as required o The Reception desk is fully stocked with office supplies and that the weekly ordering sheet is maintained so that emergency requests are not needed Previous Experience

Guest Service Assistant, Hyatt Regency, Mumbai May’06 – Aug’07 Responsibilities as Guest Service Assistant-Front Desk & Airport Services Front-led entire gamut of Front Desk & Airport Service operations including: o Guest check-in and check-out

o Counting and verifying cash, shift activity, keys, gift certificates and wireless internet cards with departing shifts

o Shift audits as required and printed updated in-house, arrival, departure and room status reports Administered and verified telephone interfaces throughout each shift Ensured front desk is stocked with any items guests may require before housekeeping leaves for the day Resolved guest complaints in an efficient manner and provided proper solution to their queries Checked all unresolved departures and review service requests for arrivals Maintained and provided detailed information about all domestic and international flights and airport/ immigration/ customs' formalities and procedures

Arranged airport transfer and other formalities on a daily basis for guests arriving and leaving to the airport Ensured smooth handling of guest baggage at the airport Worked in coordination with:

o Airport authorities with regard to all matters pertaining to hotel guests, particularly immigration, customs & flight information

o Travel Agents & Hotels for transport arrangements Provided necessary information to hotel guests about in house facilities and place of tourist interests Growth Path:

Industrial Trainee, The Orchid (An Ecotel Hotel), Mumbai, India – Industrial Training (6 months) IT Skills

Software - Fidelio, Reserve, Opera, Bluvista, Polar, Artrack & Fidelio-Cruise MS Office (Word, Excel, PowerPoint)

Education & Credentials

Bachelors in Science in Hospitality and Hotel Administration from National Council for Hotel Management and Catering Technology (NCHMCT), New Delhi(Ministry of Tourism, Govt. of India), India in 2006 Diploma in Tourism Management from Indira Gandhi National Open University, New Delhi, India in 2006 Date of Birth: 8th October 1984

Languages Known: English, Tamil and Hindi

Address: B-306, Parshva Sharnam Apts., Ambadi Road, Vasai 401202



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