Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic
DUSHYANT DASSANI

DUSHYANT DASSANI

Thane

Summary

Dynamic and results-driven hospitality professional with over 9 years of progressive experience in front office operations, guest relations, and administrative leadership across luxury cruise lines and hotel environments. Adept at streamlining workflows, enhancing service quality, and driving operational efficiency through process optimization and team development. Proven ability to manage high-pressure situations, resolve guest concerns with empathy and precision, and foster cross-functional collaboration. Skilled in using industry-standard tools like Fidelio and Opera PMS, with a consistent track record of improving guest satisfaction scores and internal service metrics. Seeking to leverage strong analytical thinking, leadership, and service excellence in a challenging, growth-oriented role.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Receptionist Administrator

Windstar Cruises LLC
Miami
10.2022 - 02.2025
  • Evaluated front desk handling practices and implemented service protocols to enhance professionalism and satisfaction.
  • Utilized critical thinking to assess caller needs and applied sound judgment to either resolve inquiries or direct clients to the appropriate personnel, resulting in improved first-call resolution rates.
  • Designed a mail and documentation workflow system that increased administrative efficiency and reduced daily task cycle time.
  • Created a secure and guest-friendly reception environment by applying structured layout strategies and implementing rigorous visitor authentication procedures.
  • Analyzed customer service feedback metrics and implemented strategic service enhancements that led to measurable improvements in guest satisfaction ratings.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Supported HR team by conducting new hire orientations or onboarding sessions for new employees.
  • Processing payments, crew payroll, handling foreign currency exchange, managing guest accounts, resolving any billing discrepancies and preparing financial report.
  • Keeping accurate records of guest interactions, transactions, and other relevant information.
  • Communicating with other departments, such as housekeeping, food and beverage, and entertainment, to fulfill guest requests and ensure a seamless experience.
  • Providing information about the ship's amenities, activities, itineraries, and local area, as well as addressing any questions or concerns that guests may have.
  • Assisting with making reservations for onboard activities, shore excursions, and other services.
  • Maintaining crew records, including contracts, visas, and passports, and assisting with crew travel arrangements.
  • Liaising with other departments, port agents, and immigration/customs officials, and addressing crew inquiries and concerns.
  • Ensuring compliance with maritime regulations, maintaining crew manifests, and assisting with safety procedures.
  • Managing crew accommodation, transportation, and welfare programs, and coordinating crew drills and training.

Duty Manager

Novotel Mumbai Juhu Beach
Mumbai
10.2020 - 08.2022
  • Assessed team performance against KPIs, providing targeted coaching to drive productivity.
  • Led the evaluation of shift patterns and staff deployment, optimizing resources during peak hours.
  • Created and led onboarding programs for new employees aligned with company standards and values.
  • Evaluated customer service feedback, initiating changes to boost satisfaction ratings.
  • Developed staff incentive structures based on performance data, increasing team motivation.
  • Monitor revenue, expenses, and budgets, ensuring financial accuracy and efficiency.
  • Implement and enforce security and safety protocols, including emergency procedures.

Team Leader

Novotel Mumbai Juhu Beach
Mumbai
04.2018 - 08.2019
  • Designed and implemented quality control checkpoints across departments to uphold brand standards.
  • Assessed training gaps and created targeted learning modules to improve team capabilities.
  • Mentored junior staff through custom development plans, enhancing succession readiness.
  • Developed communication feedback loops to ensure alignment between departments.
  • Conducted post-orientation evaluations to assess training impact and adjust content.
  • Reviewed staff work processes and delivered structured feedback to drive consistency and excellence.

Front Office Assistant

Novotel Mumbai Juhu Beach
Mumbai
01.2016 - 03.2018
  • Evaluated customer queries to identify recurring issues and proposed systemic improvements.
  • Redesigned guest inquiry protocols to reduce resolution time and improve satisfaction.
  • Collected and analyzed front desk data to propose upgrades in office logistics and communication.

Education

Executive MBA - Marketing

Symbiosis Institute of Management
Pune
01.2027

Bachelors - Hospitality And Tourism

Indian Institute Of Hospitality And Management
Vasai
06.2015

Skills

  • Analytical Thinking & Problem Solving
  • Process Evaluation & Optimization
  • Team training and development
  • Conflict resolution and compliance monitoring
  • Strategic planning and decision making
  • Client and vendor relationship management
  • Workflow design and improvement
  • Policy implementation and feedback systems
  • Opera PMS
  • Fidelio/Opera Cruise
  • MICROS Software
  • Excellent customer service skills
  • Cross-functional communication and coordination
  • Ability to work in a fast-paced environment
  • Upselling and cross-selling techniques
  • Concierge and reservation management
  • Risk assessment and incident reporting
  • Cultural sensitivity and multilingual communication
  • Event planning and execution
  • Public speaking and presentation skills

Certification

  • AELP Programme of Accor Hotels
  • Employee of the Year 2018, 2022
  • Highest upsell of the year 2018
  • Student of the year 2015
  • Employee of the month September 2024

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved Employee of the year Award.
  • Supervised team of 25 staff members.

Timeline

Receptionist Administrator

Windstar Cruises LLC
10.2022 - 02.2025

Duty Manager

Novotel Mumbai Juhu Beach
10.2020 - 08.2022

Team Leader

Novotel Mumbai Juhu Beach
04.2018 - 08.2019

Front Office Assistant

Novotel Mumbai Juhu Beach
01.2016 - 03.2018

Executive MBA - Marketing

Symbiosis Institute of Management

Bachelors - Hospitality And Tourism

Indian Institute Of Hospitality And Management

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DUSHYANT DASSANI