KUSHAL DUTTA
Gold Coast
Summary
With two years of diverse experience across customer-centric roles at Hilton Surfers Paradise Hotel & Residences, Mantra Legends and Southport Yacht Club, including executive lounge, concierge, and food and beverage management, I am poised for a managerial role in the hospitality sector. Having undergone rigorous concierge, f&b and front office operations training, I'm ready to seamlessly integrate into your leadership team. My tenure in various departments has honed my adaptability to diverse customer care environments, from curating the executive lounge atmosphere to personalised concierge services, and now optimising resources for high-volume scenarios. Fueled by a dedication to innovation, I excel in tailoring solutions for guest satisfaction while navigating contemporary challenges. Eager to elevate hospitality standards and contribute to your establishment's success, I am prepared to bring my multifaceted expertise to the forefront as an upcoming hotelier.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Food Service Officer
Bolton Aged Care
2024.03 - Current
- Streamlined kitchen operations for improved efficiency of meal output.
- Enhanced resident satisfaction by providing exceptional food service and maintaining a clean dining environment.
- Supervised daily food service operations, ensuring timely meal preparation and delivery to maintain resident satisfaction.
- Tracked food production levels, meal counts, and supply costs.
Concierge Associate
Hilton Surfers Paradise Hotel & Residences
2022.09 - 2024.05
- Invented stock-taking procedure and updated tour and transfer booking SOPs, resulting in smoother guest interactions, a 15% increase in efficiency, and a 70% reduction in booking errors.
- Developed and implemented a new amenity package, reducing high cost-related rejections by 40% and increasing monthly amenity sales by $600 - $700.
- Trained 5 new team members within minimum time, and helped operational and software excellence.
- Orchestrated seamless coordination of the department, overseeing tour sales, arranging transfers, and facilitating the execution of complex guest requests with precision and efficiency
- Spearheaded impeccable service recovery efforts, swiftly addressing guest concerns and ensuring resolution to maintain high levels of satisfaction and loyalty.
- Demonstrated deep knowledge of guest service methods and techniques, providing personalized assistance and recommendations to enhance guest experiences.
- Coordinated tour sales activities, leveraging expertise in local attractions and amenities to tailor recommendations and maximize guest experience.
- Facilitated smooth transfer arrangements, coordinating logistics and ensuring timely transportation for guests to various destinations
- Maintained meticulous records and documentation to track guest requests, ensuring accuracy and accountability in service delivery
- Collaborated closely with other departments to ensure seamless guest experiences and optimize operational efficiency.
Executive Lounge Associate
Hilton Surfers Paradise Hotel & Residences
2022.09 - 2024.05
- Proficiently trained in OnQ PM, Hilton Worldwide Holdings Inc hospitality management software, enhancing efficiency and accuracy in front office operations.
- Acknowledged for exemplary service by the Director of Operations, showcasing a commitment to excellence and exceeding expectations.
- Played a pivotal role in cultivating a cohesive and skilled team, contributing to the overall success and reputation of the Executive Lounge.
- Managed 30 tables to serve over 90 guests per shift to maintaining smooth operations and achieved good feedback.
- Identified customer needs and wants to enhance customer experiences and boost sales.
- Maintained relationships with customers to maximize sales opportunities.
- Created solutions for customers to satisfy specific needs, quality and budget.
- Analyzed customer data to identify trends and anticipate customer needs.
Storage Administrator Assistant
Hilton Surfers Paradise Hotel & Residences
2022.09 - 2024.05
- Acted as a trusted advisor to management on matters relating to enterprise storage solutions, providing valuable insights for informed decision-making processes.
- Trained to reduced downtime by proactively monitoring and addressing potential issues before they escalated.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Monitored and ordered supplies and materials to keep office well stocked.
- Demonstrated adaptability by quickly mastering new software applications as needed for various tasks and projects.
Food and Beverage Attendant
Southport Yacht Club
2022.09 - 2024.05
- Took orders of guests and promoted specials for the day, generating up to $150 on average in upsells during a shift.
- Customer service techniques garmented to satiate not just the palate but also the mind; Served 40 to 50 tables food and beverages during a shift.
- Higher value of customer satisfaction by understanding and meeting personal choice of exceptional soft drinks.
- Cleared area, cleaned and wiped tables and chairs to remove residue and comply with hygiene standards.
- Developed strong relationships with regular customers, leading to increased loyalty and repeat business.
- Delivered exceptional service even under high-pressure situations, maintaining the highest standards of professionalism.
Housekeeping Associate
Mantra Legends
2022.04 - 2022.06
- Contributed to a reduction in guest complaints by consistently providing thorough cleaning services in a timely manner.
- Utilized time management skills effectively to balance multiple tasks simultaneously while adhering to deadlines.
- Contributed to the overall success of the hotel by upholding company values and providing exceptional service to every guest.
- Enhanced guest satisfaction by delivering impeccable housekeeping services and maintaining a clean, welcoming environment.
- Performed deep cleaning duties as needed to maintain hotel appearance and sanitation standards.
Education
Master of International Tourism and Hospitality Management -
Griffith University
Gold Coast, Australia03.2024
Bachelor of Commerce - Honors in International Accounting And Finance
CMR University
Bangalore, Karnataka, India01.2020
Skills
- Food Preparation & Presentation
- Sanitation Procedures and Standards
- Customer Service
- Highly Adaptable
- Strong Work Ethic
- Effective problem solving & Excellent Multitasking
- Telephone Etiquette
- Team player mentality
- Training and mentoring
- Conflict Resolution
- Team Supervision
- Event Planning
- Quality Assurance
TITLES
Concierge Coordinator | Executive Lounge Associate | Hotelier | Hospitality Enthusiast
Accomplishments
- TEAM MEMBER OF THE MONTH NOMINATION AWARD, Was nominated for consistently displaying an enthusiastic and can-do attitude in your role, particularly in the lounge area. The commitment to improving service quality and ensuring guests feel valued and respected has been recognized by the Guest Service Manager Hilton Surfers Paradise Hotel & Residences Mr. Mitchell Allen and the Blue Energy Committee. The positive impact on both the team and guest experiences has made a stand out and deserving of this recognition.
- Catch Me At My Best Award, Was awarded by the Director Of Operations Hilton Surfers Paradise Hotel & Residences Mr. Sergey Kozlov for consistently maintaining a positive and can-do attitude, which has had a noticeable impact on the experience of guests in the executive lounge. Additionally, willingness to assist and mentor trainees, in learning about the executive lounge and anticipating guests' needs, demonstrated dedication to teamwork and excellence in guest service.
- StarBounds Recognition, Was recognized by Mrs. Fiona Pryde the General Manager Hilton Surfers Paradise Hotel & Residences for embodying Hilton's vision of sharing the light and warmth of hospitality, as evidenced by positive feedback from guests. The actions contributed to a positive impression of Hilton Surfers Paradise, reflecting the commitment to providing exceptional hospitality experiences.
Certification
ONq PM Front Desk Software Certification
Trained in advanced ONQ Property Management Software for front desk tools and techniques through the Hilton University platform, certified by Hilton Worldwide Holdings Inc. This certification signifies mastery in utilising ONQ software to enhance front desk operations, showcasing proficiency in Hilton's industry-leading hospitality technology.
ONq PM Night Audit Software Certification
Trained in advanced ONQ Property Management Software for Night Audit under the Hilton University Online platform, certified by Hilton Worldwide Holding Inc.
Front Office Leadership Certification
Introductory Front Office Leadership Training the Hilton University online platform certified by Hilton Worldwide Holding Inc.
Timeline
Food Service Officer
Bolton Aged Care
2024.03 - Current
Concierge Associate
Hilton Surfers Paradise Hotel & Residences
2022.09 - 2024.05
Executive Lounge Associate
Hilton Surfers Paradise Hotel & Residences
2022.09 - 2024.05
Storage Administrator Assistant
Hilton Surfers Paradise Hotel & Residences
2022.09 - 2024.05
Food and Beverage Attendant
Southport Yacht Club
2022.09 - 2024.05
Housekeeping Associate
Mantra Legends
2022.04 - 2022.06
Master of International Tourism and Hospitality Management -
Griffith University
Bachelor of Commerce - Honors in International Accounting And Finance
CMR University
ONq PM Front Desk Software Certification
Trained in advanced ONQ Property Management Software for front desk tools and techniques through the Hilton University platform, certified by Hilton Worldwide Holdings Inc. This certification signifies mastery in utilising ONQ software to enhance front desk operations, showcasing proficiency in Hilton's industry-leading hospitality technology.
ONq PM Night Audit Software Certification
Trained in advanced ONQ Property Management Software for Night Audit under the Hilton University Online platform, certified by Hilton Worldwide Holding Inc.
Front Office Leadership Certification
Introductory Front Office Leadership Training the Hilton University online platform certified by Hilton Worldwide Holding Inc.
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