Summary
Overview
Work History
Education
Skills
Additional Information
Trainingcoursesandachievements
Personal Information
Timeline
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Viviano Dcosta

Viviano Dcosta

Ponguirwal,Goa

Summary

To be a positive influence in a team of professionals, as a team player, enhancing a pro-active attitude in the diverse changes of the business organization of today and exceeding the expectations required in terms of work output, diligence and integrity in workstation. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Ready to help team achieve company goals.

Overview

22
22
years of professional experience

Work History

Guest Service Assistant Manager/ Embarkation and clearance office previously as Representative/ Supervisor

NORWEGIAN CRUISE LINES
12.2006 - Current
  • Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
  • Monitored guest feedback closely via online reviews or comment cards, implementing improvements based on common trends identified.
  • Balanced competing priorities under pressure while remaining focused on delivering exceptional guest experiences at all times.
  • Trained new Guest Service Assistants on company protocols and best practices, fostering an environment of continuous improvement within the team.
  • Facilitated clear communication between different departments to optimize overall guest service quality.
  • Elevated the guest experience by consistently maintaining a professional, welcoming demeanor.
  • Developed strong relationships with repeat customers by remembering preferences and anticipating their needs.
  • Handled guest complaints calmly and efficiently, rectifying issues to maintain customer loyalty.
  • Communicated effectively with team members to guarantee smooth operations during high-volume periods.
  • Handled customer complaints to satisfy and retain guests.

Guest Service Assistant

RADISSION WHITE SANDS RESORT
04.2005 - 11.2006
  • Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
  • Provided personalized recommendations for local attractions, promoting positive guest experiences outside of the establishment.

Guest Service Representative

PARK HYATT GOA RESORT AND SPA
03.2003 - 01.2005
  • Apprentice training and was further promoted to work on the rolls of the organisation prior to the completion of the training due to my hard work and commitment to the job
  • Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.

Education

DIPLOMA IN HOTEL MANAGEMENT -

ITI/ODPS

Skills

  • Excellent communication and customer service skills
  • Good in establishing rapport in meeting new people
  • Ability to handle stress in any situation with a motive along the line
  • Microsoft Office
  • Guest Relations
  • Complaint Handling
  • Hospitality Management
  • Concierge services
  • Customer Service
  • Guest Orientation
  • Problem-Solving

Additional Information

Guest Service Assistant Manager/Embarkation and clearance office previously as Representative/Supervisor in the NORWEGIAN CRUISE LINES, since Dec 2006 till date., Guest Service Assistant in the F&B dept in RADISSION WHITE SANDS RESORT Varca Goa., PARK HYATT GOA RESORT AND SPA, apprentice training and was further promoted to work on the rolls of the organization prior to the completion of the training due to my hard work and commitment to the job.

Trainingcoursesandachievements

  • Certified in 'Customer Service' as a Position based trainer(PBT).
  • Diploma in Office Automation (Basics of IT, MS Office, Internet and Multimedia) through MANIPAL INSTITUTE of computer Education.
  • Certification in ELEMENTARY FIRST AID, PERSONAL SAFETY AND SURVIVAL TECHNIQUES and FIRE FIGHTING AND FIRE PREVENTION through SEA SCAN MARITIME ACADEMY panaji Goa.
  • Certificate of proficiency in SECURITY AWARENESS through International standards, approved by the Bahamas Maritime Academy.
  • Represented GOA state Rank (NCI) 1 GOA NAVAL for Rifle firing at CATC camp Belgaum and secured the first place.
  • Represented GOA state Rank (NCI) in the pre Nau sainic camp phase I at ASC Coy Iblur Bangalore 34 in 1997 in Bangalore.
  • Certificate of NCL (Cadet) from 1 GOA NAVAL UNIT NCC GOA and has passed Certificate ‘A’ Examination in 1998 under Authority of Ministry of Defence GOVT of Goa and achieved ‘C’ Grade.
  • Participated in Various Sports Activities, Marathons and won Laurels in all Educational Phases.

Personal Information

  • Age: 36
  • Height: 5' 10"
  • Weight: 79 kg
  • Passport Number: CB278894
  • Date of Birth: 11/11/83
  • Gender: Male
  • Nationality: Portuguese
  • Marital Status: Married
  • linkedin.com/in/Vivianodcosta

Timeline

Guest Service Assistant Manager/ Embarkation and clearance office previously as Representative/ Supervisor

NORWEGIAN CRUISE LINES
12.2006 - Current

Guest Service Assistant

RADISSION WHITE SANDS RESORT
04.2005 - 11.2006

Guest Service Representative

PARK HYATT GOA RESORT AND SPA
03.2003 - 01.2005

DIPLOMA IN HOTEL MANAGEMENT -

ITI/ODPS

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Viviano Dcosta