Kodand Dharma Rao
Thane West
Summary
Concierge with 17 years of extensive experience in the hospitality industry, specializing in VIP customer interactions and F&B operations. Highly skilled in inventory management, customer relationship management, and training & development, consistently enhancing satisfaction and loyalty. Demonstrates a strong commitment to health and food safety standards, aiming to drive exceptional service and operational efficiency.
Experienced Team Member bringing outstanding performance working with others to meet common goals. Familiar with project management and workflow optimization. Eager to bring knowledge to support business and customer needs.
Highly efficient Team player well established in fast-paced and challenging environments. Eager to learn with aptitude for applying new knowledge with skill and efficiency.
Overview
15
15
years of professional experience
4
4
Languages
Work History
Concierge
Norwegian cruise line
07.2022 - Current
- Guest Experience Leadership
- Proactively managed Suite and VIP guest interactions from embarkation to disembarkation, ensuring personalized service and consistent satisfaction aligned with Norwegian’s Freestyle Cruising ethos.
- Initiated contact with high-value guests upon arrival and maintained ongoing engagement throughout the voyage, fostering loyalty and repeat business.
- Owned all Suite and VIP guest-reported issues, utilizing empowerment tools for timely resolution and communicating outcomes to leadership.
- Concierge Lounge Ownership & Brand Delivery
- Maintained full accountability for the Concierge Lounge, ensuring ambiance, cleanliness, and service delivery met NCL’s premium standards.
- Curated welcome experiences with branded collateral, personalized touches, and seamless coordination across departments.
- Planned and executed daily cocktail hours and Suite Welcome events, collaborating with Food & Beverage to ensure variety, quality, and consistency.
- VIP Services & Personalization
- Delivered bespoke concierge services including restaurant reservations, spa bookings, nightlife recommendations, and luxury transportation (limousines, private charters).
- Identified guest preferences using tools like Guest View and active listening, ensuring tailored experiences and proactive service delivery.
- Coordinated large dinner parties, special occasions, and private events, ensuring all departments were aligned and prepared.
- Operational Coordination & Communication
- Implemented strategic inventory management practices, reducing shortages and improving operational efficiency.
- Maintained expert knowledge of ship services, suite categories, pricing, and policies to provide accurate and confident guest communication.
- Confirmed reservations and special requests with relevant teams, ensuring seamless execution and guest satisfaction.
- Destination Expertise & Enrichment
- Provided expert recommendations on excursions, dining, cultural sites, and local experiences across NCL itineraries.
- Continuously researched ports of call to offer up-to-date, enriching suggestions tailored to guest interests.
- Embarkation & Disembarkation Excellence
- Ensured smooth embarkation with personalized welcome letters and suite setups per brand standards.
- Coordinated priority disembarkation and water shuttle operations, personally escorting high-value guests to ensure a seamless departure.
Butler
Norwegian Cruise Line
01.2018 - 01.2022
- Managed guest requests and special needs, ensuring a 98% satisfaction rate Exceptional customer service-Problem-solving-High impact on guest retention.
- Coordinated with housekeeping and kitchen staff to deliver seamless service Enhanced team collaboration Improved efficiency Positive guest feedback
- Handled VIP guest services, including personalized itineraries High attention to detail - Personalized experiences Increased VIP guest loyalty
- Oversaw inventory and supply management for guest amenities Analytical skills Efficient inventory tracking Reduced supply shortages
- Trained new staff on service protocols and standards Supportive leadership - Enhanced team performance Consistent service quality
- Eager to learn and adapt quickly, demonstrating a strong work ethic and punctuality in all tasks.
Waiter
Norwegian Cruise Line
01.2014 - 01.2018
- Served meals and beverages to passengers, ensuring timely and accurate service.
- Enhanced customer satisfaction through attentive service, leading to positive feedback.
- Managed multiple tables efficiently, demonstrating strong multitasking skills.
- Resolved guest complaints promptly, maintaining high service standards.
- Collaborated with kitchen staff to ensure smooth service flow and guest satisfaction.
- Consistently exceeded guest expectations through proactive service, earning numerous commendations from passengers.
Shift manager
Woodside Inn & the Pantry Café (Neighborhood Hospitality Pvt Ltd)
06.2012 - 06.2014
- Managed daily food and beverage operations, ensuring smooth service and increased turnover.
- Calculated and ordered ingredients, aligning with chef and client needs for efficient meal prep.
- Oversaw scheduling, stock records, and staff training, maintaining sanitation and safety standards.
- Maintained P&L reports and controlled costs, achieving profitable revenue.
- Planned weekly rosters, ensuring operational targets were met and exceeded.
- Analyzed sales data to optimize menu offerings, resulting in a increase in customer satisfaction and revenue.
- Coordinated with kitchen staff and suppliers to ensure timely delivery of high-quality meals, enhancing overall customer experience.
- Implemented cost control measures, reducing waste and improving profit margins.
- Provided hands-on training to new employees, boosting team performance and adherence to safety procedures.
- Introduced a new inventory management system, streamlining stock control and reducing shortages.
- Enhanced customer satisfaction by implementing feedback-driven improvements, resulting in a increase in positive reviews.
Supervisor
Le Pain Quotidian (Ahimsa Hospitality Pvt Ltd)
10.2010 - 05.2012
- Led daily restaurant operations, ensuring timely food delivery and high customer satisfaction.
- Developed new product ideas and trained staff on ingredients, enhancing product knowledge.
- Implemented up-selling techniques and trained team, improving sales and customer engagement.
- Maintained cleanliness and hygiene standards, ensuring a safe dining environment.
- Managed shifts and weekly rosters, optimizing operations and surpassing targets.
Team Member
Pizza Hut (Dodsal enterprises Pvt Ltd)
- Processed food and beverage orders efficiently, ensuring high customer satisfaction and repeat business.
- Served food and beverages courteously, maintaining high service standards and positive guest experiences.
- Accurately handled payments and transactions, ensuring zero discrepancies in daily financial records.
- Collaborated effectively with team members to enhance overall restaurant productivity and service quality.
- Assisted in training new staff, fostering a supportive environment and improving team performance.
Education
Diploma - Hotel and Tourism Management
Indian school of management studies
Mumbai03.2013
Higher secondary school - undefined
R.J. Thakur College
Thane03.2007
Secondary school certificate - undefined
D.A.V. School Roha
Roha06.2004
Skills
F & B Operations
Customer Relationship Management
Inventory Management
Guest experience leadership
VIP guest services
Personalized itineraries
Operational efficiency
Event coordination
Problem resolution
Team collaboration
Cultural destination expertise
Service quality assurance
Suite management
Brand standards adherence
Training and development
Multi-tasking
Feedback implementation
Customer satisfaction strategies
Reservation management
Adaptability and flexibility
Leadership qualities
Interests
Traveling new destination and Exploring new places
Timeline
Concierge
Norwegian cruise line
07.2022 - Current
Butler
Norwegian Cruise Line
01.2018 - 01.2022
Waiter
Norwegian Cruise Line
01.2014 - 01.2018
Shift manager
Woodside Inn & the Pantry Café (Neighborhood Hospitality Pvt Ltd)
06.2012 - 06.2014
Supervisor
Le Pain Quotidian (Ahimsa Hospitality Pvt Ltd)
10.2010 - 05.2012
Team Member
Pizza Hut (Dodsal enterprises Pvt Ltd)
Higher secondary school - undefined
R.J. Thakur College
Secondary school certificate - undefined
D.A.V. School Roha
Diploma - Hotel and Tourism Management
Indian school of management studies
LANGUAGES
English
Hindi
Marathi
Telugu
ADDITIONAL INFORMATION
- Project Details
- SULA WINE FESTIVAL
- Represented a restaurant in their specialty burger shop and has won the award for highest burgers sale in entire festival.
- Duration: 7 days.
- Role: Team Leader
- Team Size: 10.
- Field of Interests
- Front of house.