Saatish Mogan
Perak
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Hotel Purser
Viking Ocean Cruises
08.2023 - Current
- In MXP and POS, balance all departmental postings each day and report discrepancies
- Perform cruise closing, this includes but is not limited to Spa/Shops settlements and auditing all cash floats, once per week; extract all End of Cruise reports and transfer the reports to Head Office
- Manage the accuracy of the cash book and main safe; together with the Associate General Manager and ensure that efficient funds are available; demonstrate ownership of all cruise-related tax duties and assist respective Department Heads, accordingly; undertake cruise roll over and guest check-outs
- Ensure the daily management of guest accounts through MXP
- Process guest credit card payments for End of Voyage settlements; log all charges and post guest shipboard credits in MXP to ensure accurate accounting; reconcile onboard financials including POS checks, company accounts, MXP postings etc.; assist Shore Excursions with the posting of tours; assist all revenue outlets with guest queries regarding account issues
- In conjunction with the Associate General Manager, manage the ship’s safe, tasks also include MXP, cashbook entries, Daily Revenue Reports, End of Cruise Financial Reports, closing the cruise and Cash to Master orders
- Conduct random cash float audits on the Explorers’ Team and Crew Purser
- Prepare turnaround memos and hold turnaround meetings for the Head of Department involved
- Assist at check-in on embarkation day and provide daily support to the Explorers’ Desk
- Lead and support a multi-cultural team, maximizing crew satisfaction, productivity and retention; meet with Team Leaders on a daily basis for “The Daily Reunion”, to provide feedback & operational updates as well as to ensure that your department is performing to Viking’s STAR Service Standards
- Provide the necessary guidance/training and information to the Hotel Administration Team, in accordance with company standards and operational needs.
2nd Purser
Viking Ocean Cruises
03.2022 - 05.2023
- Ensure the accurate completion of crew files including certification, travel documents, personal details, etc
- Prepare and administer accurate payroll and onboard crew accounts; process crew cash advances and ShipMoney requirements, as per company guidelines and Standard Operating Procedures
- Liaise with Port Agents for crew sign on/off procedures and requirements; prepare crew documents necessary for in/outbound port clearances; make the necessary travel arrangements for off signing crew members; liaise with Port Agents and Department Heads for crew travel arrangements
- Prepare and submit end of month financial reports; maintain accurate cash floats and request required funds from the Hotel Purser in a timely manner
- Manage the completion of the signing on/off process for all crew members in MXP; ensure that crew passports hold valid visas and ensure that all necessary information is accurately loaded into MXP
- Demonstrate outstanding flexibility: must be able to work at different times of the day, under pressure and reflect a positive can-do attitude and the best image of Viking at all times
- Prepare and plan in advance, to ensure efficient vessel clearance for guests and crew upon arrival into and departure out of ports; manage all clearance related matters and maintain communication with port agents
- Facilitate the prompt processing of legal documents (guest manifest; crew list) with port authorities by preparing all paperwork, as required; maintain guest and crew manifests for onboard safety regulations and international requirements (i.e
- Shore Passes etc.)
- Responsible for guest and crew passports, Immigration Inspections and ensuring that all guests and crew meet the visa requirements for each port-of-call
- Perform additional duties, upon instruction from supervisors
- Uphold impeccable grooming standards at all times by complying with Viking’s Image and Uniform Standards.
Explorer Staff
Viking Ocean Cruises
11.2021 - 02.2022
- Ensure that guest concerns received at the Explorers Desk are settled according to Viking’s STAR Service Standards; receive and inventory lost and found items according to company policies and procedures; prepare the berthing list, guest list, cocktail invitations, gift orders and special orders from the ship’s management to guests
- Process all guests at embarkation/registration according to the Viking’s relevant Standard Operating Procedures
- This includes check-in, collecting passports and other documents
- Assist the Pursers Department with guests` immigration formalities, when needed
- Maintain a working cash float, collect payments and register credit cards, for processing
- It is your responsibility to ensure that there are no shortages; assist guests with onboard accounts and any queries they may have
- Assist with tour dispatch and execution; regularly escort guests on shore excursions to monitor the quality of tours and to ensure that a high standard of product and port knowledge is maintained
- Undertake concierge duties such as booking restaurants, golf and other activities ashore
- Ensure that there is sufficient printed materials for the guests at all times (Viking Daily, shore excursions booking forms, port maps, etc.)
- Facilitate and assist guests with onboard shore excursion bookings; handle private guest excursions
- Coordinate all shore excursions including the audio equipment required for each excursion
- Demonstrate the ability to handle difficult guests and/or situations with grace, professionalism and rational thinking and the ability to present adequate solutions
- Properly communicate and coordinate activities with other onboard departments to ensure guests satisfaction, in accordance with Viking’s STAR Service Standards
- Provide the highest level of comfort and service to guests, as per Viking’s STAR Service Standards and all Public Health Policies
- Manage service according to guest flow, embarkation & disembarkation and all onboard activities
- Ensure a smooth disembarkation process, by providing assistance with online check-in, when needed, and transfer arrangements, if not arranged by Viking
- Ensure you always wear the appropriate and task specific Personal Protective Equipment (PPE) as required for your duties onboard
- Always use correct lifting techniques to prevent injuries
- Uphold impeccable grooming standards at all times by complying with Viking’s Image and Uniform Standards
- Ensure that company property is appropriately secured and protected, especially during rough weather conditions, in order to prevent unnecessary loss or damage
- Demonstrate outstanding flexibility: must be able to work at different times of the day, under pressure and reflect a positive can-do attitude and the best image of Viking at all times
- Become knowledgeable about itinerary-related ports of call, shore excursions and all shipboard activities
- Have strong motivation to achieve the company goals and objectives (quality and financial) for the Guest Services Department
- Have full knowledge about safety & security procedures and can operate in line with all Public Health, Environmental and Safety & Security Policies; participate in all training concerning onboard training, safety & security, fire prevention, evacuation exercises as required by the company
- Assist in other departments and/or perform additional duties, upon instruction from supervisors.
Assistant Front Office Manager
The Gurney Resort Hotel & Residences, Penang
10.2019 - 04.2020
- Preparing Front Office Monthly Report
- Preparing For Monthly Profit & Loss
- Customer Satisfaction (Guest Feedback, Social Media Review)
- Financial Performance (Up selling, Room Revenue, Operation Auditing)
- Showing Initiative, Problem Solving, Staff Training, Team Leading
- Manages and motivates the Front Office team in order to provide a high standard of service for customers
- Welcomes guests and fosters customer loyalty through his/her friendly manner
- Develops high quality relationships with guests throughout their stay
- Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution
- Oversee and supervises guest arrivals and departures with the front office executive and duty managers
- Provide high level of customer service and maintain a high profile in the day to day front office operations
- Ensure that personalized service is offered to each and every guest
- Ensures that the pricing policy and internal audit procedures are duly applied
- Supervises the management of debtors, group and individual guest invoicing and cash operations
- Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests
- Prepare monthly and daily revenue report and circulate to all HOD's
- Prepare Room revenue and occupancy forecast take action on rate strategies
- Is involved in recruitment of new team members for front office
- Integrates and trains employees, providing support for skills development
- Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual
- Ensures that the workplace remains clean and tidy
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
- Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimize REV-PAR
- Have a good knowledge of all systems and standard operating procedures of front office
- Ensures that guest documentation and information is available and up-to-date.
Duty Manager
Eastin Hotel Penang
07.2018 - 10.2019
- Greets the VIP guests of the hotel
- As directed by the Front office Manager, Performs special services for VIP Guest’s
- Assists in VIP’s arrival departure in absence of guest relation officers
- Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour
- Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests
- Assists in sending guest messages or faxes
- Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no-shows
- Assists in handling room lock problems
- Prepares and checks for VIP’s arrival and escorts guests to rooms
- Co-ordinates with all departments concerned in order to maintain Front Office functions properly
- Operates the front office computer system in order to assist front office attendants
- Checks group department, fit and ensure switchboard makes appropriate wake up calls
- Handles guest complaints and other related problems and reports on the Assistant Manager’s log book
- Assists reception, business centre, cashier, concierge and bell captain during they are busy
- Answers guests inquires, handles complaints and attend to the needs of the guests
- Approves and sign for allowances, rebates etc., as required by Front Office Cashier
- Authorizes charges to be made for late departures and/or compliments on them
- Promotes and maintains good public relations
- Motivates and maintains good staff relations
- Maintains and be guided of hotel policy on credit/lost and found hotel guests properties
- Follows up in credit check report, liaise with credit manager
- To responsible for front office operation during the absence of Front Office Manager (HO)
- To discuss all matters that needed to follow up with the next shift Reception Manager
- Approves the working schedule for the front office attendants and submits them to front office manager (HO)
- Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behaviour, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders
- Assigns and Approves Duty roster for all Front desk staffs.
Duty Manager
Lexis Suites Penang
08.2016 - 07.2018
- Greets the VIP guests of the hotel
- As directed by the Front office Manager, Performs special services for VIP Guest’s
- Assists in VIP’s arrival departure in absence of guest relation officers
- Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour
- Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests
- Assists in sending guest messages or faxes
- Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no-shows
- Assists in handling room lock problems
- Prepares and checks for VIP’s arrival and escorts guests to rooms
- Co-ordinates with all departments concerned in order to maintain Front Office functions properly
- Operates the front office computer system in order to assist front office attendants
- Checks group department, fit and ensure switchboard makes appropriate wake up calls
- Handles guest complaints and other related problems and reports on the Assistant Manager’s log book
- Assists reception, business centre, cashier, concierge and bell captain during they are busy
- Answers guests inquires, handles complaints and attend to the needs of the guests
- Approves and sign for allowances, rebates etc., as required by Front Office Cashier
- Authorizes charges to be made for late departures and/or compliments on them
- Promotes and maintains good public relations
- Motivates and maintains good staff relations
- Maintains and be guided of hotel policy on credit/lost and found hotel guests properties
- Follows up in credit check report, liaise with credit manager
- To responsible for front office operation during the absence of Front Office Manager (HO)
- To discuss all matters that needed to follow up with the next shift Reception Manager
- Approves the working schedule for the front office attendants and submits them to front office manager (HO)
- Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behaviour, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders
- Assigns and Approves Duty roster for all Front desk staffs.
Senior Guest Service Manager
The Gurney Resort & Residences
07.2014 - 08.2016
- Greets the VIP guests of the hotel
- As directed by the Front office Manager, Performs special services for VIP Guest’s
- Assists in VIP’s arrival departure in absence of guest relation officers
- Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour
- Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests
- Assists in sending guest messages or faxes
- Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no-shows
- Assists in handling room lock problems
- Prepares and checks for VIP’s arrival and escorts guests to rooms
- Co-ordinates with all departments concerned in order to maintain Front Office functions properly
- Operates the front office computer system in order to assist front office attendants
- Checks group department, fit and ensure switchboard makes appropriate wake up calls
- Handles guest complaints and other related problems and reports on the Assistant Manager’s log book
- Assists reception, business centre, cashier, concierge and bell captain during they are busy
- Answers guests inquires, handles complaints and attend to the needs of the guests
- Approves and sign for allowances, rebates etc., as required by Front Office Cashier
- Authorizes charges to be made for late departures and/or compliments on them
- Promotes and maintains good public relations
- Motivates and maintains good staff relations
- Maintains and be guided of hotel policy on credit/lost and found hotel guests properties
- Follows up in credit check report, liaise with credit manager
- To responsible for front office operation during the absence of Front Office Manager (HO)
- To discuss all matters that needed to follow up with the next shift Reception Manager
- Approves the working schedule for the front office attendants and submits them to front office manager (HO)
- Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behaviour, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders
- Assigns and Approves Duty roster for all Front desk staffs.
Front Desk Supervisor
Palm Inn Butterworth
07.2013 - 07.2014
Guest Service Assistant
Genting Highlands Resort
05.2012 - 07.2013
Waiter And Bartender
new orleans restaurant
05.2009 - 01.2011
Education
Professional Certificate of Hospitality/Tourism/Hotel Management (Front Office) -
Segi College Seri Kembangan
01.2012
Skills
- MS office (Words, Excel, Power Point)
- Leadership And Management Skills
- Organizational Skills
- Analytical Skills
- Good communication
- Customer Service
- Shipping Coordination
- Document Management
- Confidentiality Maintenance
- Time Management
- Staff Supervision
- Cash Handling
- Customs Clearance
- Administrative Support
- Schedules and Timelines Planning
Certification
- Crowd Management Training (STCW A-V/2), 09/2021, 09/2026
- Crisis Management & Human Behaviour (STCW A-V/2), 09/2021, 09/2026
- Security Awareness Training for Seafarers with Designated Security Duties (STCW A-VI/6-2), 10/2021, Current
- Personal Safety & Social Responsibilities (STCW A-VI/1.4), 10/2021, 10/2026
- Elementary First Aid (STCW A-VI/1.3), 10/2021, 10/2026
- Personal Survival Techniques (STCW A-VI/1.1), 10/2021, 10/2026
- Basic Firefighting (STCW A-VI/1.2), 10/2021, 10/2026
Languages
Bahasa Malaysia
English
Tamil
Timeline
Hotel Purser
Viking Ocean Cruises
08.2023 - Current
2nd Purser
Viking Ocean Cruises
03.2022 - 05.2023
Explorer Staff
Viking Ocean Cruises
11.2021 - 02.2022
Assistant Front Office Manager
The Gurney Resort Hotel & Residences, Penang
10.2019 - 04.2020
Duty Manager
Eastin Hotel Penang
07.2018 - 10.2019
Duty Manager
Lexis Suites Penang
08.2016 - 07.2018
Senior Guest Service Manager
The Gurney Resort & Residences
07.2014 - 08.2016
Front Desk Supervisor
Palm Inn Butterworth
07.2013 - 07.2014
Guest Service Assistant
Genting Highlands Resort
05.2012 - 07.2013
Waiter And Bartender
new orleans restaurant
05.2009 - 01.2011
Professional Certificate of Hospitality/Tourism/Hotel Management (Front Office) -
Segi College Seri Kembangan
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