Gaurav Sarin
New Delhi
Summary
Professional in travel and tourism industry with proven track record in managing comprehensive shore excursion programs. Known for delivering exceptional customer experiences by meticulously planning and executing diverse shore activities. Highly reliable team player with focus on collaborative efforts and adaptability, bringing strong organizational and leadership skills to drive success.
Overview
13
13
years of professional experience
Work History
Shore Excursion Manager
Norwegian Cruise Line
06.2022 - Current
- Develops and organizes a variety of shore excursions that cater to different passenger interests and demographics.
- Establishes and maintains relationships with local tour operators and vendors to secure quality services and negotiate contracts.
- Engages with passengers to promote excursions, answer questions, and address any concerns or feedback.
- Prepares reports on excursion performance, including passenger feedback and financial outcomes, to inform future planning.
- Addresses any issues that arise during excursions, ensuring passenger safety and satisfaction.
Assistant Shore Excursion Manager
Norwegian Cruise Line
07.2022 - 06.2024
- Assist on board with promoting and selling shore excursions and private arrangements and ashore with all aspects of the shore excursion operation as directed by the Shore Excursion Manager.
- Assist in providing, in a professional and efficient manner, notification to guests of any cancelled or amended excursions. Offer, if available, a similar excursion and therefore minimize the potential loss of revenue.
- Assist in accurately reporting and maintaining all voyage end information; revenues, operational conditions and tour counts.
- Maintain an effective communication flow between the contracted tour operators, shore side management and the onboard hotel operation.
Shore Excursion Staff (Tourism Department)
Norwegian Cruise Line
08.2016 - 07.2022
- Promote all excursions included in the itinerary, assist on guests inquiries regarding local port highlights and general port information. Resolve issues related to an excursion by utilizing all tools provided in the Shore Excursion Guest Service Standards Policy.
- Assist with tour ticket delivery and voyage preparation.
- Manage cross training employee candidates and new employees.
- Responsible for the whole operation from the theater such as tour dispatches from the lounge or from the pier.
- Successfully completed an Assistant Shore Excursion Manager training in the last contract in March 2022.
Assistant Restaurant Manager
Hilton Hotels and Resorts
02.2016 - 08.2016
- Performed and ensured that the department created a professional impression to the guests according to a Customer Service Program.
- Achieved departmental targets, including sales, covers, stocks levels and departmental profits.
- Expanded opportunities by engaging with corporate customers to achieve the targets.
- Supported the control of departmental operating costs consistently with forecasted business levels and the payroll costs by ensuring routes are compiled in line with forecasted and actual business levels, using company productivity ratios and payroll management.
Assistant Restaurant Manager
JW Marriott
08.2014 - 02.2016
- Resolved challenging customer complaints to full satisfaction by promoting brand loyalty and maximizing repeat business, and immediately resolved issues with patrons by employing careful listening and communication skills.
- Oversaw all areas of the restaurant to keep it clean and well-maintained.
- Recruited and hired employees that offered talent, charisma and experience to the restaurant team.
- Managed to expedite the orders of the customers as needed along with the restaurant team.
- Increased the profit margin from 30% to 70% while offering a new promotion in the restaurant as a marketing strategy.
Hotel Operational Trainee Program
ITC Welcome Hotel
06.2013 - 08.2014
- Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor. Increased customer satisfaction by resolving product or service issues.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Tracked inventory and ensured that all food supplies and other restaurant essentials were adequately stocked.
- Monitored the cash flow of the restaurant and settled outstanding bills.
- Reviewed customer surveys to develop and implement ways to improve customer service.
Education
Bachelor's Degree - Hospitality and Hotel Administration
01.2013
Skills
- Microsoft office 360
- Staff training
- Time management
- Customer service
- Communication
- Tour dispatch
- Fidelio software
- Management skills
- Global destinations
- Vendor negotiation
- Multilingual communication
- CRM software
Accomplishments
- Achieved 120-150% of monthly excursion sales targets through effective guest engagement and upselling strategies.
- Maintained 95%+ guest satisfaction scores scores for shore excursion through exceptional service delivery and timely issue resolution.
- Promoted to Shore Excursion Manager due to consistent performance, leadership, and high guest feedback.
Timeline
Assistant Shore Excursion Manager
Norwegian Cruise Line
07.2022 - 06.2024
Shore Excursion Manager
Norwegian Cruise Line
06.2022 - Current
Shore Excursion Staff (Tourism Department)
Norwegian Cruise Line
08.2016 - 07.2022
Assistant Restaurant Manager
Hilton Hotels and Resorts
02.2016 - 08.2016
Assistant Restaurant Manager
JW Marriott
08.2014 - 02.2016
Hotel Operational Trainee Program
ITC Welcome Hotel
06.2013 - 08.2014