The Ritz-Carlton Yacht Collection

Human Resources Specialist

Best Western signature collection Linton Lodge Oxford

Supervise the reception team and ensure that they comply with the Front Office Standard Operating procedures. 
• To develop and implement action plans to address any shortfall in standards. 
• Ensure all billing is correct and protect guest and associate security by never revealing any personal information. 
• Handle any guest problems or complaints in a professional and hospitable manner. Ensure they are resolved and follow through and the necessary procedure is implemented to ensure there is no recurrence. 
• Actively seek verbal feedback from customers and act on feedback, both positive and constructive. 
• Ensure guest requests are carried out in a timely, efficient, and professional manner. 
• Ensure that all departmental training has been implemented with the front office team. 
• To develop a proactive upselling culture within the front office team to maximize sales. 
• To ensure recruitment and selection, training and appraising of staff is carried out within the front office team. 
• To ensure all new team members receive induction on the first day and support throughout the first 3 months 
trial period, following the Training Induction Program. 
• Apply Disciplinary and Grievance procedures when necessary, following the legal guidelines and in conjunction with the General Manager.

Front Desk Manager

Hampton by Hilton London Ealing

Guest Relations:
Checkin and Checkout process
Booking reservations
Complaint handling
Service recovery
Balancing of the float at the Reception and the Bar
Safety rounds

Administration:
Night audit
Generating reports
Accounting, revenue and invoices
Email Head office and senior management

Food & Beverage:
Restaurant
oversee the breakfast operation, including breakfast preparation
Bar
serving alcoholic and non-alcoholic beverages

Asst Manager

Cunard

•	Taking photographs – private and studio photography
•	Presenting the photographs in the gallery
•	Engaging with the guests
•	Selling the photographs
•	Presenting on the daily morning television show

Photographer

The Ivy Collection

•	Ensuring the restaurant floor runs smoothly at all times.
•	Communicating with professionalism, creating an atmosphere of feeling welcomed to ‘The Ivy’ experience.
•       Check-in guests, make reservations, and provide assistance to all guests by anticipating their needs on time.
•	Answering calls, liaising with different departments and maintaining the cloakroom.
•	Promptly responded to queries over the phone, understanding guest needs, and providing guidance, simultaneously building guest relations and satisfaction
•	Interacts with guests on a regular basis to obtain feedback on the quality of the product, service levels, and overall satisfaction.
•	Delivered positive guest experiences by resolving guest complaints and grievances in a polite, professional manner.
•	Collaborates with and builds relationships with the management team to empower guest satisfaction.
•	Delegate tasks to the team ensuring smooth functioning and meeting the expectations of the guest.
•	Ensures compliance with all the reception desk policies, standards, and procedures
•	Responsible for recording guest feedback and updating the guest profile.

Receptionist

Star Clippers

Efficiently manage Human Resources and Guest services on board the ship.
•	Prepared Immigration and Custom clearance
•	Coordinated with agents and senior management for all port operational matters.
•	Plan Guest and crew embarkation /disembarkation process.
•	Organize medical/emergency disembarks 
•	Prepare commissions for tipping crew, monthly crew payroll, update exchange rates, balance cash float, credit accounts, cash advance, generate bill statement and settle guest and crew accounts.
•	Prepare the daily/weekly/monthly reports and safe record keeping of crew manifest - files, certifications, passports, personal details, etc
•	Liaise with head office, HOD’s and port agents for crew vacation, crew travel arrangements.

Purser (Chief Purser)

Mapple Viva Goa

•Identify and assess the training needs of the organization through job analysis, career paths, and consultation with managers.
•Finalized job candidates by screening interviewing, and testing applicants.
•Effectively communicate with team members, trainers, and management.
•Manage the technologies and technical personnel required to develop, manage, and deliver training.
•Maintain human resources record by recording new hires, transfers, terminations, changes in job classifications, merit increases; tracking vacation, sick, and personal time.
•Instructed new employees by providing orientation information packets; reviewing company policies; gathering withholding and other payroll information; explaining and obtaining signatures for benefit programs.
•Documents human resources actions by completing forms, reports, logs, and records.

Human Resources Administrator

Carnival Cruise Line

Delivered the Learning and Development needs of over 900 employees:
•Conducted Training Need Analysis, identified performance gaps, and streamlined the training process.
•Lead, coached, and developed Crew, Supervisors, and Managers to uphold leadership effectiveness, performance standards, and career goals.
•Coached, mentored, and developed the Human Resources Coordinator in my team.
•Facilitated training sessions and provided continuous support in imparting knowledge and skills that drive employee performance (training: induction, safety, hospitality, and leadership).
•Trained and coached onboard Carnival College of Management: Guest Services, Housekeeping, Entertainment Hosts, Bar waiters, Asst. Waiters.
•Implemented rollout of new training, designed to support guest experience metrics.
•Ensured, the eLearning process is promoted to every employee and the department leaders are guided to evaluate the employee learning process.
•Customized learning plans using LMS to meet the needs of employee performance as well as employees seeking to advance in their careers.
•Established the process of Screening resumes, pre-interviews, and talent assessment of employees.
•Streamlined the record-keeping procedures for the HR training department.
•Update the record-keeping system, generated accurate and timely reports, and shared them with the respective personnel.
•Delegated tasks within the HR team and oversaw the training, administration, and employee relation functions.
•Managed L&D budget in alignment with the Human Resources department and company's goals.
•Collaborates with and builds relationships with all the senior management, mid-management, and crew to empower employee satisfaction.
•Supports key initiatives to promote and achieve a culture of service, excellence, employee engagement, and lead the employee recognition program.
•Oversee the planning and execution of the employee welfare activities program.
• Actively assisted with the Ship Safety, and MLC requirements

Training & Development Manager

Effectively and promptly manage and provide to all employees administration services
•Prepared and generated the crew accommodation and manning list to reflect any changes and to be posted accordingly.
•Processed employee Immigration, Custom clearance,
•Coordinate with Head office, travel coordinators, port agents for crew travel arrangements.
•Organized and effectively carried out the Crew embarkation /disembarkation process.
•Ensure verification and validation of employee passport, visa band Seaman’s book validity.
•Record keeping of crew reports, files, certification, travel documents, personal details, etc.
•Communicate, any employee special requests with the department head, and head office
•Prepared month-end reports and share with senior management and head office
•Processed crew cash advance and resolved money matter disputes and maintained an accurate cash float 
•Process Crew medical/emergency dis-embark, in cooperation with the Medical team 
•Collected and compiled sensitive and confidential employee data; processed paperwork and exit interviews coordinating with HR Director, Finance Director, and Head office
•Maintenance of Crew manifests for onboard safety regulations and international requirements.
•Actively supported and assisted with the Ship Safety, Environmental, and MLC requirements.

Crew Purser

The Wiper position is the highest-ranking unlicensed position in the Engineering department, where sea time may be secured towards licensure as a 4th Engineer.
•	Assisting the Engineer on duty
•	Cleaning the engine spaces and engine machinery.
•	Responsible for maintenance ranging from chipping in the bilges to the painting of the overhead in the machinery spaces.

Wiper

A passionate professional with demonstrated work experience in the field of Human Resources and Guest Services.

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