Ina Bhavsar
Mumbai
Summary
Experienced aviation and service industry professional with 19 years of expertise. Currently leading a team of 92 employees at Dua Hospitality Pvt Ltd, driving monthly revenues of 70 to 85 lakhs (INR). Skilled in audits, evaluations, and delivering high-quality service. Proficient in situational handling and maintaining grooming standards. Strong leader with a track record of motivating teams to consistently achieve the best results.
Overview
18
18
years of professional experience
Work History
Senior Duty Manager
Bird Worldwide Flight Services
Mumbai
11.2022 - 07.2023
- Managed comprehensive ground services across various airport sections, including check-in counters, boarding gates, arrivals, and transfer desks, ensuring smooth, efficient operations
- Led teams to deliver exceptional service to premier class passengers, leveraging cabin crew experience to enhance high-end traveler satisfaction
- Coordinated closely with airport departments and airline partners to optimize the passenger experience and maintain operational efficiency.
- Ensured strict compliance with airport protocols and service standards, particularly in high-pressure environments.
- Led a team dedicated to providing superior customer service to elite travelers, drawing on experience in both cabin crew and ground operations to ensure success.
- Maintained rigorous adherence to grooming standards and operational excellence for the entire team, with a particular focus on premier and business class passengers.
- The combination of cabin crew and ground operations experience proved invaluable in successfully executing the role of Senior Duty Manager, enabling a seamless, customer-focused approach to both passenger service and operational oversight.
- Managed and coordinated the daily operations of all departments to ensure efficient service.
Operations Manager
Dua Hospitality Pvt Ltd
10.2017 - 10.2022
- Managed retail operations across multiple locations, including Viviana Mall, Nexus Seawoods, Xperia Mall, and VR Mall Chennai
- Recruited, trained, and mentored store managers on soft skills, grooming standards, and sales strategies to enhance performance
- Developed and implemented effective marketing plans, consistently achieving monthly revenue targets
- Oversaw profit and loss reports, driving business growth and ensuring financial performance aligned with company objectives
Centre Head
VLCC
Dubai
09.2016 - 09.2017
- Led a team of 43 staff across various service areas, including beauty, laser treatments, and management, ensuring smooth operations and service excellence
- Maintained high service quality and client satisfaction, consulting with a diverse clientele from different countries
- Achieved a monthly revenue target of AED 100,000 by implementing effective marketing strategies, promotional activities, and client engagement initiatives
- Developed and enforced Standard Operating Procedures (SOPs) to streamline daily operations and ensure consistent service standards
- Conducted regular staff training and performance evaluations, enhancing the team's skills and boosting overall productivity
- Monitored key performance indicators (KPIs) to track sales, client satisfaction, and operational efficiency, ensuring continuous improvement
- Collaborated with senior management to design and execute local marketing campaigns, including seasonal promotions and loyalty programs, to attract new clients and retain existing ones
- Implemented customer feedback systems to identify areas for service improvement and ensure prompt resolution of client concerns
- Maintained strict adherence to health and safety protocols, ensuring compliance with regulatory standards in all service areas
Manager
L'Oréal
12.2013 - 08.2016
- Company Overview: Brand Enrich Hair & Skin Solutions
- Managed a team of 25 staff members, overseeing daily operations to ensure consistent, high- quality service delivery
- Utilized Zenoti software for comprehensive sales reporting, service bifurcation, and managing key financial metrics, including Average Bill Value (ABV) and Profit & Loss analysis
- Focused on staff development, providing training in grooming standards, customer service, and soft skills to align with L'Oréal's brand image
- Awarded for achieving zero staff attrition during tenure, demonstrating effective leadership, employee engagement, and retention
- Collaborated with senior management to implement marketing and promotional strategies that increased client engagement and drove revenue growth
- Regularly monitored key performance indicators (KPIs) to ensure operational efficiency and profitability, making adjustments to meet business goals
- Ensured compliance with company policies and beauty industry standards, maintaining a high level of customer satisfaction and service excellence
- Spearheaded initiatives to enhance client experience, including personalized consultations and feedback mechanisms to boost retention
Cabin Crew
Jet Airways Pvt Ltd
05.2005 - 11.2013
- Initially served as cabin crew before being promoted to Acting Cabin Crew Incharge, managing pre- and post-flight crew briefings to ensure effective communication and team alignment
- Delivered exceptional in-flight services on both domestic and international flights, enhancing passenger comfort and safety through attentive service and proactive problemsolving
- Trained in first aid, safety procedures, Bomb Threat Handling, AED equipment usage, and Dangerous Goods regulations, ensuring compliance with aviation safety standards
- Served as Cabin Crew Incharge for premier class passengers on international flights for two years, focusing on high standards of service, grooming, and etiquette to exceed passenger expectations
- Provided first-class service with specialized training in business class operations and Special Handling for VIP and high-profile passengers, ensuring a personalized experience
- Made in-flight announcements and effectively managed a team of crew members, ensuring compliance with airline protocols and delivering top-tier customer service
- Conducted training sessions for new cabin crew members on service protocols, safety procedures, and customer engagement techniques, fostering a culture of excellence within the team
- Implemented feedback mechanisms to gather passenger insights and enhance service delivery, contributing to improved customer satisfaction ratings
- Collaborated with ground staff to ensure smooth boarding and deplaning processes, enhancing the overall travel experience for passengers
- Actively participated in safety drills and emergency response training, ensuring preparedness for various in-flight situations and emergencies
- Domestic & International Sectors
Operations Head
Dua Hospitality Pvt Ltd
Mumbai
08.2023
- Conducted research and analysis of local markets to identify potential for new store launches in Bangkok and Lisbon
- Successfully planned and executed project openings in both locations, ensuring alignment with regional preferences and business objectives
- Coordinated with cross-functional teams, including marketing, logistics, and recruitment, to ensure all operational aspects were aligned with the launch goals
- Oversaw the recruitment and training of local staff and staff from Brazil to maintain operational excellence and brand standards
- Drove team of managers to achieve and exceed monthly and quarterly sales targets, consistently reaching €30,000 in revenue per month
- Manage operations across 8 retail outlets, coordinating with mall management and overseeing sales, recruitment, and training of store managers
- Led a team of 92 staff, ensuring seamless operations, training, and performance management across multiple locations
- Consistently drove monthly sales targets of INR 1 crore by implementing effective strategies, running promotional activities, and motivating store managers to achieve their goals
- Focused on training managers in soft skills, grooming, and sales techniques, optimising performance and boosting revenue
- Set up Standard Operating Procedures (SOPs) for the company, including designing a specialized Daily Sales Report tailored for service and software tracking
- Developed profit and loss reports and crafted marketing strategies to enhance brand visibility and attract the target audience
- Oversaw audits, managed sales performance, and handled recruitment processes, while ensuring managers were trained on soft skills and grooming
- Collaborated with mall management on leasing, licensing, and agreement negotiations to maintain smooth operations
- Ensured smooth retail operations across multiple cities, including Mumbai, Chennai, and Ooty
Education
Bachelor of Arts -
University of Mumbai
01.2006
Diploma in Air Hostess Training -
Frankfinn Institute of Air Hostess and Hospitality
01.2004
3-Month Course in Soft Skills & Personality Development -
01.2004
Higher Secondary Certificate -
Bhavan's College
Andheri01.2002
Secondary School Certificate -
St. Louis Convent High School
01.2000
Intermediate Course - German
Max Mueller Bhavan
Skills
- Interpersonal Skills: Strong ability to connect with others, demonstrating empathy and adaptability while managing teamwork effectively
- Operational Management: Proficient in in ensuring smooth operations within an organization, focusing on efficiency and productivity
- Training and Development: Experienced in grooming and training staff, particularly in airport operations and the service industry
- Language Proficiency: Knowledge of multiple languages, including English and German, facilitating communication with diverse passengers
- Conflict Resolution: Skilled in managing and resolving conflicts calmly and effectively; completed a certified Service Recovery Program course
- Time Management: Strong ability to prioritize tasks and manage time efficiently in fastpaced environments
- Team Leadership: Proven experience in leading teams and fostering a collaborative work environment
Timeline
Operations Head
Dua Hospitality Pvt Ltd
08.2023
Senior Duty Manager
Bird Worldwide Flight Services
11.2022 - 07.2023
Operations Manager
Dua Hospitality Pvt Ltd
10.2017 - 10.2022
Centre Head
VLCC
09.2016 - 09.2017
Manager
L'Oréal
12.2013 - 08.2016
Cabin Crew
Jet Airways Pvt Ltd
05.2005 - 11.2013
Bachelor of Arts -
University of Mumbai
Diploma in Air Hostess Training -
Frankfinn Institute of Air Hostess and Hospitality
3-Month Course in Soft Skills & Personality Development -
Higher Secondary Certificate -
Bhavan's College
Secondary School Certificate -
St. Louis Convent High School
Intermediate Course - German
Max Mueller Bhavan
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