Keyur Marfatia

Receptionist @Carnival UK (P&O Cruises & Cunard)

Southampton, GB

Delivered outstanding customer service by promptly and professionally addressing guest complaints, requests, and inquiries.• Efficiently checked guests in and out, posted charges, and computed bills while strictly adhering to cash handling procedures.• Managed guest mail, messages, and special requests, maintaining up-to-date knowledge of ongoing promotions and services.• Handled telephone inquiries and room availability, ensuring high standards of communication at all times.• Maintained cleanliness and proper presentation of the lobby, back office, and front desk areas to create a welcoming environment.• Stayed well-informed of emergency and security procedures, supporting guest safety through wake-up calls and safe deposit management.• Balanced cash, credit cards, and change funds throughout shifts, promptly reporting any discrepancies to management.• Coordinated guest departures, assisted with shore excursions, and managed guest documents efficiently to ensure smooth processes.• Provided leadership by effectively communicating essential information to incoming staff and collaborating closely with the maintenance team.• Managed missing person cases and medical disembarkations in collaboration with management, ensuring smooth and sensitive execution.• Oversaw gangway duties, managed crowd control, and liaised with security personnel to facilitate a seamless embarkation process.• Supported financial management by maintaining accurate documentation for finance purposes, especially during night shifts.• Solicited guest feedback proactively and took prompt action to resolve concerns, enhancing overall guest satisfaction.

Swami Vivekanand junior college

High School Diploma, Science

IITC Global Institute

Diploma of Education, International Airlines and Tourism Management

The Global Open University Nagaland, Dimapur

Bachelor's degree, Bsc in Aviation Management

J.B. Khot high School

Middle School Diploma, All Subjects