Summary
Overview
Work History
Education
Skills
Timeline
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Ina Bhavsar

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
Andheri
01.2002

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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