Lester Fernandes
Junior Assistant Purser
Margao
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Junior Assistant Purser
Princess Cruises
Santa Clarita
2 2020 - Current
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Collaborated with various departments to ensure seamless guest experiences throughout their cruise vacation.
- Properly processed deposits, withdrawals and payments for average of 10 customers daily
- Created environment that supported cultural diversity among both crew members and guests promoting mutual understanding
- Assisted in financial management tasks, contributing to efficient operation of purser's office
- Participated in safety drills and training sessions, enhancing overall ship security and emergency preparedness measures
- Collaborated with various departments to ensure seamless guest experiences throughout their cruise vacation
- Contributed to positive onboard atmosphere by engaging with guests professionally and courteously at all times
- Tracked lost luggage reports diligently, coordinating with port agents to reunite belongings with rightful owners as soon as possible
- Assisted in coordination of onboard events and activities ensuring seamless guest experience throughout their cruise vacation
- Resolved guest inquiries quickly, providing timely information about ship amenities, services, and activities
Executive Manager
Karma Royal Monteiro Resort
North Goa
06.2020 - 10.2021
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones.
- Spearheaded recruitment and hiring process and compiled training materials for new and existing team members.
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Worked with sales representatives to develop strong customer connections with company teams and promote long-lasting relationships.
- Boosted customer satisfaction scores to 80% through fast and knowledgeable issue resolution
- Increased overall team productivity by implementing innovative management strategies and streamlining communication channels
- Trained and guided team members to maintain high productivity and performance metrics
Housekeeping Co-Ordinator
Princess Cruises
Florida
05.2018 - 02.2020
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Maintained controls over expenses and inventory for optimal budget tracking.
- Worked with front desk to respond promptly to all guest requests.
- Communicated repair needs to maintenance staff.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Implemented successful inventory management system for cleaning supplies, reducing waste and saving costs
- Implemented daily, weekly and monthly cleaning routines for staff to follow
- Prepared and submitted reports to demonstrate staff productivity and areas of improvement
Administration Assistant
Oceania Cruises
Florida
09.2015 - 08.2017
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Updated spreadsheets and databases to track, analyze, and report on performance of Team members.
- Prepared weekly employee work schedules to meet operational needs.
- Booked airfare, hotel, and ground transportation to coordinate office travel.
- Offered technical support and troubleshot issues to enhance office productivity.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Demonstrated exceptional adaptability when faced with shifting priorities or new assignments from management figures in real-time situations
- Assisted human resources department in maintaining up-to-date personnel records by collecting relevant documentation from employees periodically
Bell Man
Oceania Cruises
Florida
11.2011 - 09.2015
- Explained important features of guest rooms to travelers.
- Transferred luggage, bags and other items from front desk to guest cabins.
- Notified front desk manager of any guest issues in need of additional attention.
- Maintained knowledge of destination and answered customer questions within scope of understanding.
Customer Service Representative
Karma Resorts
South Goa
03.2009 - 03.2011
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Trained staff on operating procedures and company services.
- Maintained up-to-date knowledge of product and service changes
- Investigated and resolved customer inquiries and complaints quickly
Education
High School Diploma -
FrankFinn
Goa India 06.2008 - 10.2009
Commerce - Accounts - Accounting And Business Management
Holy Trinity Higher Secondary School
Goa India 06.2006 - 03.2008
Skills
Problem-solving skills
Excellent Communication
Training and Development
Clerical Support
Guest Relations
Auditing procedures
Payroll Administration
Complaint resolution
Currency Exchange
Attention to Detail
Accounting Administration
Financial Transactions Management
Accomplishments
Employer of the month June 2023 Island Princess - Princess Cruises
Certification
STCW - Standards of Training Certification and Watchkeeping Training
Timeline
STCW - Standards of Training Certification and Watchkeeping Training
06-2022
Executive Manager
Karma Royal Monteiro Resort
06.2020 - 10.2021
Housekeeping Co-Ordinator
Princess Cruises
05.2018 - 02.2020
Administration Assistant
Oceania Cruises
09.2015 - 08.2017
Bell Man
Oceania Cruises
11.2011 - 09.2015
Customer Service Representative
Karma Resorts
03.2009 - 03.2011
High School Diploma -
FrankFinn
06.2008 - 10.2009
Commerce - Accounts - Accounting And Business Management
Holy Trinity Higher Secondary School
06.2006 - 03.2008
Junior Assistant Purser
Princess Cruises
2 2020 - Current
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