Rupashri S. Sormare
Mumbai
Summary
Security professional with extensive experience at Ritz Carlton Yacht Collection, specializing in access control and safety procedures. Demonstrated success in enhancing guest relations through effective communication and problem-solving. Recognized for maintaining compliance with ISPS standards and ensuring readiness for emergency responses. Dedicated to promoting team camaraderie and operational excellence.
Overview
20
20
years of professional experience
Work History
Security
Ritz Carlton Yacht Collection
05.2024 - Current
- Rigging up the pilot ladder and Gangway
- Access control
- Safety and security rounds.
- Operating Ionscan.
- Liaise with Purser clearance for yacht clearance.
- Liaise with Guest relations and suit ambassador for any missing guest and any left behind items.
- Setting up tender platforms for tender operations.
Receptionist/Sr Security
P & O Cruises Australia
02.2016 - 04.2024
- Act as a filter for guest complaints or concern or concierge.
- Ensure Front desk logs and reports are maintained within company standards.
- Liaising with Customer and Port of arrival Custom, Quarantine and Environment official.
- Ensure Guest requests are dealt with in a timely and efficient manner and that appropriate Pro Active approach to problem solving.
- Telephone duties
- Comment card data entry and other administrative duties as required.
- Embarkation and debarkation duties (Guest check in).
- Ensure sufficient amount of printed matters available at all times.
- Logging guest issues in front desk logs electronically as a comment and manually as well and ensure follow up completed;
- Dispatch of shore tours on port days.
- Passes on queries from guests regarding on board account, amenities, Shipboard credit.
- Attend front office meetings;
- Daily follow up of all front desk logs;
- Completes end of cruise filing and start of cruise docs are ready in accordance with guide lines;
- Responsible of setting up guest account, cash payments and guest account queries;
- Providing US dollars and foreign currency exchange service to guests;
- Providing cash advance and foreign currency account payments to guests;
- Safe audits daily and foreign currency audit;
- Attending on board gaming activities and preparing final figures and audits;
- Accounting duties as instructed by chief purser;
- Assists, where necessary, in training new reception staff in front office operation and conducting refreshment training for the department;
- Promotes and participates in Signature service training program;
- Monitor the practical application of the company's policy, procedures and instructions;
- Participate in crew and passenger safety drills according to instructions from ship's Safety officer;
- Comply with company safety and pollution prevention regulations;
Duty Officer
LIVEWEL AVIATION - GHA UNITED AIRLINES
01.2014 - 06.2014
- Ensuring sufficient manpower is provided as per the GHA
- Ensure that all staff and supervisors employed by the company have received the acquired operational training and that recurrent program is in place. This concerns both customer service and technical skills training.
- Ensures that the services provided are performed in accordance with the appropriate handling agreement and in conformity with all operative, qualitative and safety requirements.
- Arrange regular meetings with the airline and review their performances and to discuss and solve any problems related to the handling of the flight.
Customer Service Executive
THAI INTERNATIONAL AIRLINES (AERO TRANS - GSA)
02.2013 - 10.2013
- Supervising and controlling flight handling activities such as flight editing, check-in counters, transfers and boarding in order to ensure on time departure.
- Planning for meal uplifts as per booked loads.
- Calculation of Zero Fuel weight.
- Coordinating with Customs, Immigration, Air Traffic Control and other Departments for smooth departure.
- Handled AOG and Delayed flights.
- Providing operational management with reports of irregularities faced during the flight operation and to prepare written report for the administrative management where such has been identified as requiring follow-up.
- Monitor the baggage carousel. This would involve monitoring baggage make-up units at the departure and arrival hall with the aim of coordinating and ensuring efficient running of operations.
- Handled incoming customer and client calls, as well as outgoing and incoming email transactions.
- Providing excellent customer service, including working positively with people from different cultural backgrounds, genders and abilities.
- Delivering accurate, high quality work and meeting deadlines.
- Taking full responsibility of the flight in absence of Duty Manager and Station Manager.
- Working effectively without guidance, organising and managing unpredictable and demanding workloads in high pressure situation.
Support Officer
NEW ZEALAND CONSULATE
04.2011 - 01.2012
- Allocation of applications to Immigration Officers.
- Creating of Medical Certificates in the system.
- Checking validity and genuineness of documents submitted by applicants.
- Checking of AIP (Approved in Principle) requirement for student visa application.
- Uploading files on the system.
- Maintaining computerized record of all visa applications and information.
- Coordinating and recalling of Visa applications from other Immigration branches across the world.
- Collating files for QA3 (Quality Access 3rd person check).
- Printing and putting Visa Condition on visa labels for visitors, students, work and partnership.
- Checking genuineness of the documents that had been sent by the students, once received (PCC, Fee receipts, Extension letter from college).
- Dispatching of passports in the system.
- Checking and dispatching the contents of the Diplomatic Bag.
Customer Service Executive
THAI INTERNATIONAL AIRLINES (AERO TRANS - GSA)
10.2007 - 04.2011
- Supervise and control flight handling activities such as flight editing, check-in counters, transfers and boarding in order to ensure on time departure.
- Planning for meal uplifts as per book loads.
- Coordinating with Customs, Immigration, Air Traffic Control and other Departments for smooth departure.
- Monitor the baggage carousel. This would involve monitoring baggage make-up units at the departure and arrival hall with the aim of coordinating and ensuring efficient running of operations.
- Handled incoming customer and client calls, as well as outgoing and incoming email transactions.
- Handled Customer service and ensure that customers are well assisted.
- Verifying Coupon Stats.
- Filing of relevant flight papers.
- Attended AOC and Star Alliance Meetings.
Customer Service Agent
AIR INDIA AIR TRANSPORT SERVICES LIMITED
10.2005 - 09.2007
- Handling Check-in counters for Air India as well as Foreign Carriers handled by Air India. (SQ, EK, RJ, ET, KU)
- Handling Arrivals, Unaccompanied Minors.
- Preparing General Declaration for various Flights and Carriers.
- Managing Air India Traffic Admin Desk.
- Customer assistance, Profiling Passengers, Handling Lost Baggage.
Education
Master degree of Commerce -
Mumbai University
Mumbai01.2004
Diploma in International Airlines Management -
IITC
MumbaiIATA Foundation Course -
IITC
MumbaiSkills
- Interpersonal and communication skills
- Respect for colleagues and guests
- Positive energy creation
- Outgoing demeanor
- Open-mindedness
- Flexibility
- Access control
- Customer relations
- Safety procedures
- Problem solving
- Effective communication
- Positive behavior demonstration
- Team camaraderie development
- International work adaptability
- Pressure management
- Pleasant work environment maintenance
- Professional appearance
- Organizational skills
- Attention to detail
- Microsoft Office proficiency
- Ship security management with ISPS compliance
- Record keeping
- Emergency response
Training
- Successfully completed two months 'On-The-Job' training from Indian Airlines.
- Successfully completed 'Pax Handler' check in training from Singapore Airlines.
- Successfully completed 'MACS' Check-in training from Kuwait Airways.
- Successfully completed 'DCS' Check-in training from Air-India.
- Successfully completed Air India Check in & Reservations training from Air India Staff College.
- Completed Basic training in Dangerous Goods Handling from Air India Staff College.
- ISPS, Crime Scene management, Search procedure, Access control duties on board ship security at Philippines for the duration of 15 days., 03/28/16, 04/10/16
- Proud to lead highest customer service training from P&O Australia.
- Advance Fire Fighting training from Manila, Philippines.
Personal Information
- Passport Number: W8331763
- Passport Place Of Issue: Mumbai, India
- Date of Birth: 07/28/82
- Nationality: Indian
Accomplishments
- Award winner of the company's service values, Ritz Carlton
- Received an email from the captain for doing extraordinary work at the Ritz-Carlton Yacht Collection
. Received recognition emails and cards from the guests
Valid visas
- C1D VISA : 12 MAY 2029
- SCHENGEN VISA (FRANCE) : 08 MAY 2025
Timeline
Security
Ritz Carlton Yacht Collection
05.2024 - Current
Receptionist/Sr Security
P & O Cruises Australia
02.2016 - 04.2024
Duty Officer
LIVEWEL AVIATION - GHA UNITED AIRLINES
01.2014 - 06.2014
Customer Service Executive
THAI INTERNATIONAL AIRLINES (AERO TRANS - GSA)
02.2013 - 10.2013
Support Officer
NEW ZEALAND CONSULATE
04.2011 - 01.2012
Customer Service Executive
THAI INTERNATIONAL AIRLINES (AERO TRANS - GSA)
10.2007 - 04.2011
Customer Service Agent
AIR INDIA AIR TRANSPORT SERVICES LIMITED
10.2005 - 09.2007
Master degree of Commerce -
Mumbai University
Diploma in International Airlines Management -
IITC
IATA Foundation Course -
IITC
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