Pavan Shetty Email & Phone Number

During our contracts we have the opportunity to work between roles. During the past 3 years I have worked as both Front of Desk Receptionist and also Shore Excursions Assistant on board Queen Victoria and Queen Elizabeth.As a Shore Excursions Assistant I am involved in direct communications and interaction with guests booking tours and shore experiences with Cunard. This includes the end to end experience of initial touch point of on board contact to sale and finally encouraging the feedback of their experience.Specific responsibilities include:Manage and monitor the sales and bookings of shore excursions.Dispatch of Tours and Tenders ashore.Assigning Tour Escorts to ensure quality management.Handling private guest excursions.Complaint management.Expert knowledge of port of calls for interest and improve sales uptake.Liaise with the Communications Manager to generate advertising and produce informative print collateral.Work collectively as a team to achieve targets and use individual initiative to ensure highest guest satisfaction.

First point of call for guest services at the Purser's Desk. Responsibilities include:Direct communications with guests, complaint resolution, expert general knowledge of ship, services and revenue generation. Further responsibilities in flight management and luggage tracing.Adaptable approach, working both individually and collectively as a team, to deliver a refined experience for our diverse guest demographics on board our luxury ships.Achievements include:On Board Employee of the Month July 2017.Consistently achieving above 88% in CSQ scores collectively as a team for guest satisfaction.

Act as the brand communications ambassador for Cunard on board Queen Elizabeth.Shadowed the role from January to February 2020 and acted up in March 2020 to cover compassionate leave.Responsibilities included:Using InDesign for all on board marketing and collateral creations, including the Daily Programme, Discover, print and digital signage.Analysing daily CAS reports to determine tactical strategies for promotions to increase on board revenue generation.Observe meetings with Revenue Partners/Managers to identify sales and marketing opportunities to achieve and exceed targets.Responsible for managing the Printer and their hours of work and regular safety and output quality checking.

Managing and supervising the security and safety of the ships, whilst working on board Cunard and P&O vessels. Responsibilities included:Taking care of safety and security of guests, crew members and also general safety and security of the ship whilst at sea and in port.Completing restricted access and fire rounds checks.Work in accordance with the ship security plan and respond to different security emergencies as required.Inspect, maintain and monitor ship surveillance and alarm systems at the request of Ship Security Officer.Investigate all incidents among guests and/or crew and provide detailed investigations for each case.

Mumbai International Airport

As ACOS, I was responsible for customer service and cash handling.In 2013, I was promoted to Team Leader and responsible for training records and managing a small team.Achievements and responsibilities:Promoted to AOCS Assistant Manager.Managed 15 employees per shift, in a fast paced work environment.Addressed conflict issues by implementing our policy on discipline resolve conflicts.Wrote shift summaries and incident reports.Regularly communicating to management team.

Responsible for the safety and comfort of passengers from boarding to disembarkation.Further specific responsibilities included:Attending flight briefings; routine safety checks before take off; assisting passengers load and offload luggage; demonstrate the safety procedures in an emergency situation prior to take off; promote the sale of duty free products; deal with difficult passengers politely but firmly; and complete flight reports.

Diploma In Aviation Hospitality And Travel Management, Airline/Commercial/Professional Pilot And Flight Crew, Distinctions

Diploma In Aviation,Hospitality And Tourism Management From Frankfinn Institute Of Air Hostess., Aviation/Airway Management And Operations, Distinction