Akshat Kusumwal

DFDS operates 3 vessels from Dover - Dunkerque namely Dunkerque, Dover and Delft Seaways

Areas of work:

• Premium/Relax Lounge
• Duty Free Shop
• 7 Seas Restaurant
• Lighthouse Café
• Horizon Bar
• Road Kings
• Galley

Duties & Responsibilities:

• Host passengers upon embarkment, ensuring a warm welcome and pleasant experience from boarding till disembarkation.
• Provide information about services, schedules, and onboard amenities to enhance the customer experience.
• Address and resolve passenger complaints and issues in a professional and efficient manner.
• Collaborate with team members to maintain high standards of cleanliness and orderliness on the vessel.
• Kept up-to-date with company policies, ensuring correct information was given at all times.
• Duty Free - Create impeccable display of products, maintain stock levels, ensure departmental KPI’s are achieved.
• Developed knowledge on the luxury range of products sold in the shop to surpass the custumers expections and deliver outstanding customer service.
• Assessed customer needs accurately, making relevant recommendations that fit their specific requirements.
• Delivered personalized concierge-style service to VIP guests.
• Managed exclusive premium lounge access protocols and verified membership status while maintaining a welcoming, discrete atmosphere for high-value clients.
• Resolved complex customer concerns independently, upholding premium service standards.
• Coordinate with Chef to maintain buffets presentation, monitor stock levels, and accommodate dietary restrictions for international clientele
• Facilitated smooth transitions during peak hours, managing seating of guests while preserving an intimate atmosphere

• Managed daily financial transactions and customer service operations through the evoPOS System with 100% accuracy
• Orchestrated inventory management and timely replenishment of beverages, BWS, and tobacco products
• Conducted comprehensive training for new staff across all areas of the store to enhance operational efficiency
• Demonstrated strong problem-solving abilities to address customer inquiries and exceed service expectations
• Generated and analyzed daily shift reports, including reconciling till balances, credit card transactions, and loyalty program metrics
• Was involved stores operations, including inventory control and delivery management
• Provided exceptional customer service through efficient POS operation, personalized assistance, and in-store navigation support

Daily Audit Tasks:

• Audit front office registration cards
• Reconcile Front Office, SPA and F&B vouchers (including Groupon, Wowcher, Best Western Voucher)
• Reconcile discount sheets, hotel gym entries and tills
• Follow up on Aged Debtors
  

Weekly Reports & Banking:

• Prepare Wage Analysis Report
• Perform Cash Banking
  

Financial Systems & Documentation:

• Upload Revenue to Sage-50
• Process Invoices and Payments
• Complete Direct Debit and Credit Application Forms
  

Volunteered as a customer service executive who is responsible for pricing electronics, keeping the shop floor organized and fulfilling the requirements of a customer by locating the products which they desire.