Raktim Phukon
Guwahati
Summary
Experienced team member and dedicated to continuous process improvement in the face of rapidly evolving parameters and changing customer service industry. Extremely results oriented and pro-active in addressing and resolving problems. More than 12 years of Aviation Industry experience in delighting the customers even in unforeseen situations and 6 years experience in Hotel Industry. Excel in communications and customer service issues with difficult clients. Experienced in doing Airport sales, i.e. Airport Upsell, Excess baggage revenue generation, Jet Advance etc. Coordinator of Jet Privilege frequent flier programme. Can co-ordinate Cargo/Courier movement as well as revenue management. Liasoning with Govt. Protocol officer's as well as corporate clients during VIP, VVIP, CIP movements. Have the ability to organize personnel and cover when there is a problem with both internal and external customers. Qualified cargo service executive. Multilingual- English, Hindi, Assamese
Overview
22
22
years of professional experience
Work History
Operations Manager
Hotel Nakshatra
6 2019 - Current
· Supervising Daily Operations:Oversee the daily functioning of various hotel departments such as front office, housekeeping, food and beverage, and maintenance.
· Guest Experience: Ensure guests have a pleasant experience by addressing concerns, managing complaints, and implementing strategies to improve service quality.
· Staff Management: Recruit, train, schedule, and manage staff members across different departments. Conduct performance evaluations and ensure that employees adhere to hotel standards.
· Budget Management: Monitor expenses, allocate resources effectively, and work within budget constraints to maximize profitability. Assist in preparing financial reports and forecasts.
· Quality Control: Maintain high standards of cleanliness, safety, and service in all hotel areas. Conduct regular inspections and implement quality improvement plans.
· Inventory Management:Oversee the inventory of supplies and equipment, ensuring adequate stock levels and efficient procurement processes.
· Compliance: Ensure the hotel complies with local, state, and federal regulations, including health and safety standards.
· Sales and Marketing Support:Work closely with the sales and marketing team to develop promotional strategies, increase occupancy rates, and enhance the hotel's reputation.
· Guest Feedback and Improvement:Monitor guest feedback through surveys, reviews, and direct communication to identify areas for improvement and implement necessary changes.
· Crisis Management: Handle emergencies such as power outages, fire alarms, or guest accidents, ensuring quick and effective responses.
· Vendor and Supplier Relations:Manage relationships with suppliers, negotiate contracts, and ensure timely delivery of goods and services.
Sr. Customer Service Executive
Jet Airways
06.2007 - 04.2019
- Responsibilities included managing Hub operations, connections, and ticket sales, boarding supervision, arrival baggage supervision and customer service during a period of phenomenal company growth
- Became an expert at problem solving and dealing with customer complaints.
Customer Service Executive
Jet Airways
12.2002 - 06.2007
- Worked with staff to provide best of customer service to guest on reservations, check in counters, floor walking, Q-management, attending customer issues and solving, managing terminal and flight operations areas.
Education
B.A - Geography
Dibrugarh University
Master of Arts - Geography
Gauhati University
Guwahati, India 04.2001 -
Skills
Effective leader, consistently meet goals
Energetic and enthusiastic
Budget development
Employee scheduling
Time management
KPI management
Client Relationship Management
Staff management
Staff retention
Supplier negotiation
Accomplishments
- Best staff for the revenue generation in terms of upsell and EBT.
- Highest compliments for year 2008/2012-13 and 2018 at Guwahati.
- Got the responsibility of managing station workplace.
- Have experience of setting up new station e.g. - Silchar with minimum man power and newly recruited staff.
Activities
Represented Jorhat District in Inter district cricket tournaments
Customsection
- Data recording, compilation and reporting to Duty Manager through pertinent daily, weekly, fortnightly and monthly reports.
- Liasoning with government agencies such as Met Department, Fire department, ATC, CISF, AAI & Air force
- Liasoning with local vendor, Hotels, Car-rentals, Airport lounge, baggage shop vendors, baggage delivery vendors, GHA
- Training and grooming of new recruits.
- Co-ordinate with other department's namely OCC, Maintrol, Cargo, Catering, Security, Sales, IOCC, Dispatch, Engineering, Communication, YMS as and when require.
- Maintaining good co-ordination among all the departments of Hotel.
- Hosted delegates from various countries during “Assam Global Investors Summit”
Personal Information
- Father's Name: Late Khogendranath Phukon
- Date of Birth: 12/31/1978
- Marital Status: Married
Software Skills & Trainings
- IDS
- SABRE
- Load & Balance Certified //Aircraft Type-(B737-400/700/800/900/B737-MAX/ATR-72-500/600)
- Basic Airport handling.
- Dangerous Goods Regulations Training.
- Basic Cargo Handling Training.
- Advance reservation.
- Advance ticketing.
Timeline
Sr. Customer Service Executive
Jet Airways
06.2007 - 04.2019
Customer Service Executive
Jet Airways
12.2002 - 06.2007
Master of Arts - Geography
Gauhati University
04.2001 -
Operations Manager
Hotel Nakshatra
6 2019 - Current
B.A - Geography
Dibrugarh University
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