SATISH H. PANSURIYA

Email: adnkpt@r.postjobfree.com

Phone: +91-800*******

PROFESSIONAL EXPERIENCE

Grade 3 C.S.A. with Qatar Airways at Ahmedabad since August 2015.

• E-com. Revenue handling globally for Qatar Airways. (Promote since May 2016)

• Provide customers with excellent levels of customer service style and standards to maximise customer satisfaction and provide resolution at the first contact

• Resolve Customer complaint globally for entire network.

• Analyse customer feedback to assist the business in identifying areas for continuous improvement in delivering outstanding customer service

• Use service recovery to resolve pre-travel customer issues and assist in service recovery following a major disruption or incident

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• Build effective working relationships with Customer Contact colleagues and service partners to work as one team

• Enter data into the Qatar Airways systems accurately to ensure the integrity of future data and adherence to the Data Protection Act

Personality Development and communication Trainer at Panache AIR ACADEMY Since 2019

• Training Students for Theoretical as well as Practical Knowledge about Aviation and Hotel Management.

• By using Unique technique and Presentation Techniques used to motivate students and always trying to build their interest towards the field.

• Always trying to explain each topic with micro level example of their routine life for easy understanding.

• Motivational lectures as well as Personality development lectures with unique Activities by which a student can understand things with enjoyment.

• To prepare self-written and designed documents as per the experience in easy to understand words.

• Career Oriented seminar in different places and collages.

• Personal Training to students to come out from nervousness by providing some practical exercise and tricks for assured Result.

Aviation, Personality and communication Trainer at FLAMINGO AIR ACADEMY

(August 2017-2019)

• Training Students for Theoretical as well as Practical Knowledge about Aviation and Hotel Management.

• By using Unique technique and Presentation Techniques used to motivate students and always trying to build their interest towards the field.

• Always trying to explain each topic with micro level example of their routine life for easy understanding.

• Motivational lectures as well as Personality development lectures with unique Activities by which a student can understand things with enjoyment.

• To prepare self-written and designed documents as per the experience in easy to understand words.

• Career Oriented seminar in different places and collages.

• Personal Training to students to come out from nervousness by providing some practical exercise and tricks for assured Result.

Restaurant Manager at The House of MG, Heritage Hotel (March’15-August’15)

• Working as a Restaurant Manager managing a Team of 30 Employees and reporting to MD.

• Meeting guest at hotel according need to set complete event with food menu.

• On board Training and Development for new joiner.

• Developing existing process for improving and refining the new joiner’s process.

• Responsible for driving and manage restaurant into all areas of the hotel. Sales Manager/Duty Manager at Kingsland hotel (London) Jan’13 to Jan'15

• Responsible for driving business into all areas of the hotel

• Manage existing accounts while also being responsible for generating new business opportunities across the corporate, leisure

• Commercially astute to generate long lasting and profitable business relationships

• Excellent communication skills and commercially savvy

• To exceed sales targets within each market segment

• Up to date with hotel services, systems, policies and procedures

• Analyzing data as part of the sales planning and forecasting process

• Communicating effectively with customers and members of the management team

• Actively listening to customers and colleagues in order to achieve profitable sales solutions

• Providing support and after sales service to customers and key accounts

• Demonstrating a systematic approach to organization and administration

• Being persistent in resolving sales problems and issues to achieve win-win solutions Sales Assistant at choice Store (London) March’13-Jan’14

• Converse with customers to identify their purchasing requirement and assist in locating desired items

• Provide customers with essential product information, as well as offer them a demonstration of product features

• Direct or escort customers to appropriate aisles or store sections where they can find choice products

• Provide solutions or replies to address customers’ problems or inquires

• Oversee the tagging of products to ensure correct prices are reflected

• Provide customers with after sales services and warranty agreements

• Monitor displayed products to facilitate replenishment of emptying shelves

• Oversee the upkeep, maintenance and general cleanliness of a store and it’s premises

• Collect cash payments and process credit card transactions for the purchase of goods

• Evaluate stock inventory to determine the need for new shipments or product order

• Receive new shipments and ensure proper storage of excess stock

• Handle cases of product return, refund or exchange

• Maintain an up-to-date knowledge of store products and services in order to effectively conduct sales

• Upsell and cross sell in order to increase sales and maximize company profits

• Keep a watchful eye for shoplifters and pilferers to minimize risk of theft

• Work closely with retail sales managers to ensure sales targets are achieved. Contact Agent at British Airways (Manchester) Oct’12.

• Provide customers with excellent levels of customer service style and standards to maximise customer satisfaction and provide resolution at the first contact

• Accurately advise the customer of all corporate and legal information appropriate to their journey

• Use service recovery to resolve pre-travel customer issues and assist in service recovery following a major disruption or incident

• Analyse customer feedback to assist the business in identifying areas for continuous improvement in delivering outstanding customer service

• Identify potential ways to improve processes, cost savings or other business efficiencies

• Ensure compliance with regulations, information security best practice and all other corporate policies, local processes, fare rules, procedures and relevant legislation, including Dignity at Work

• Enter data into the British Airways systems accurately to ensure the integrity of future data and adherence to the Data Protection Act

• Build effective working relationships with Customer Contact colleagues and service partners to work as one team

Crew Member at Blue Ginger Restaurant (London) May’12-Oct’12

• Meeting, greeting and welcoming Customer

• Serve the Customer

• Dispatch food

Receptionist at Hayesthorpe Hotel (London) Jun’11-Oct’11

• Meeting, greeting and welcoming visitors

• Check INS, Check Outs, Credit checking, Daily Banking & Night Audits.

• Preparing Registration cards, and pre authorizing guest CC Details

• Taking incoming telephone calls, dealing with such calls promptly in a professional manner, and re-directing appropriate calls to other individuals or departments within and outside the establishment

• Maintaining Key check, Weekly Fire and emergency light testing & updating it on system.

• Billing, Taking Payments, CC authorizations, X – Z & Financial Report Banking. Front Desk-Think Apartments “The London Hotel Alternative”(London) May’10-May’11.

• Meeting, greeting and welcoming visitors

• Check INS, Check Outs, Credit checking, Daily Banking & Night Audits.

• Preparing Registration cards, and pre authorizing guest CC Details

• Taking incoming telephone calls, dealing with such calls promptly in a professional manner, and re-directing appropriate calls to other individuals or departments within and outside the establishment

• Trained on Interfaced Property Management System “Opera” & “Teams”.

• Maintaining Key cards check, Weekly Fire and emergency light testing & updating it on system.

• Billing, Taking Payments, CC authorizations, X – Z & Financial Report Banking.

• Regular Floor Walks, Preparing the London Show Round for Rating Maintenance. Assistant Teacher at Kensington College of business (London) Nov.’09- July’11

• Performed as a chief examination Invigilator in examination

• Marking Exam papers, Assignments

• Greater ability to interact and communicate effectively with both children and adults.

• Profound knowledge of human behavior and performance

• Solid knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins.

• Sound knowledge of administrative and clerical procedures and systems.

• Excellent ability to recognize and evaluate student progress. Assistant Supervisor At Emirates Airways (March2009-July2009)

(SARDAR VALLABHABAHI PATEL INTERNATIONAL AIRPORT)

Cambata Aviation Pvt. Ltd. - provides a wide range of ground handling services to various international carriers.

• Interfaced with clients to ensure fulfillment of their travel requirements and provide them with the best possible solution.

• Compilation of reports of cash collection, expense - submitted to Cashier.

• Worked as a team with fellow staff through guiding them either verbally or in writing as required, of changes in the rules, methods or procedures of various airlines.

• Administered solutions to the queries raised by the auditors, ensured that all the queries are sent to the airlines on time.

• Key areas handled are controlling, check-in, Ramp, Arrival, Boarding Gate and BMA. Entertainment Coordinator GOLFWAY LEISURE PVT.LTD (August 2008-March2009)

• Accountable for handling reservations, cash receive & preparing reports.

• Providing quality services to existing & potential clients, maximizing the opportunity for repeat business.

• Completing various general administrative functions for the organization.

• Acting as a key liaison between upper management and members of the board of directors.

• Creating and organizing 'opt in' events and entertainment program. Customer Service Executive “Simplyfly Deccan Airways at SVP International Airport” (Dec2007-June2008)

Divya Tourism Pvt. Ltd. - provides a wide range of ground handling services to various domestic and international carriers.

• Interact with clients to ensure fulfillment of their travel requirements and provide them with the best possible solution.

• Compilation of reports of cash collection, expense - submitted to Cashier.

• Worked in sync with fellow staff through guiding them either verbally or in writing as required, of changes in the rules, methods or procedures of various airlines.

• Administered solutions to the queries raised by the auditors, ensured that all the queries are sent to the airlines on time.

• Key areas handled are Ramp, Arrival, Boarding Gate and BMA. Tour Manager TRAVEL TIMES HOLIDAY (Dec 2006-Dec2007)

• Generated fresh leads from corporate and individual clients and turned it into good business relationships.

• Relationship management with the customers and addressing their queries and issues promptly.

• Handled queries of clients as well as enquiries for products and services. EDUCATIONAL & PROFESSIONAL CREDENTIALS

MBA IN HOSPITALITY AND TRAVEL MANAGEMENT - 2012

Kensington College of Business, London

DIPLOMA IN AVIATION HOSPITALITY AND TRAVEL MANAGEMENT - 2008 Frankfinn Institute of Air Hostess Training Institute, Ahmedabad BACHELOR OF COMMERCE - 2006

Gujarat University

KEY CERTIFICATIONS:

1 “Bomb Threat, Covid19, TEC, Office Decorum, Security, Heath and safety etc. Training completion certificate

Qatar Airways

2 “Customer Interaction Project as a Team Leader”

Frankfinn institute of Air Hostess Training institute and certificates of Teaching 3 “First Aid Awareness Training”

Indian Red Cross society

4 On “BTEC HNC, EDEXCEL, GALILEO and BBC”

COMPUTER PROFICIENCY: M.S.office, Tally, Surfing

INTERNATIONAL RESERVATION SOFTWARE: Amadeus, Galileo, Fidelio, Radix, Opera, Teams

AIRLINES HOSPITALITY & TRAVEL INDUSTRY PROFESSIONAL Career Objective: Seeking challenging assignments in a senior position with a multinational company in the Teaching, Airline or Service Industry where my skills and extensive global experience will facilitate growth and turnaround strategies. PROFILE

• Competent & diligent professional with comprehensive experience of over 15 years across the Teaching, Aviation, Hospitality and Travel & Tourism Industry. Customer focused with keen business acumen in analyzing and understanding client requirements and recommends various itineraries and alternate reservations.

• Excellent team player with unsurpassed analytical skills, energy-driven motivator and optimistic individual with immense passion and enthusiasm to accept and meet challenges in the competitive environment.

• Articulated communicator with exceptional talent for problem solving through reasoned thought processes, as attested to by a track record for employer satisfaction.

• Possess excellent people skills, effective communication and strong interpersonal skills, adept at handling administrative/ operational tasks and managing customer requests. CORE COMPETENCIES

Administration Ticketing & Reservation (Reception) Lead Generation

Customer Relationship Management Office, Accounts & Cash Management References: Available on request

Contact this candidate