Sanjay Bishwakarma
Grand Cayman,George Town
Summary
Dynamic hospitality professional with extensive experience in luxury guest services and VIP relations. Proven track record in problem resolution and crisis management, ensuring exceptional guest experiences and satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Hospitality Service Assistant(F&B Admin)
FLOWERS RESTAURATEURS (1998) LTD T/A THE BRASSERIE
Grand Cayman, George Town
09.2025 - Current
- Act as the primary guest-facing representative, delivering warm and professional greetings, overseeing check-ins/check-outs, and establishing a positive first and last impression.
- Act as a central information hub, expertly answering questions on amenities, services, and local attractions and directing phone calls appropriately.
- Address guest concerns proactively by managing inquiries, requests, and complaints efficiently with effective, solution-focused service.
- Manage all financial transactions accurately, including processing payments, handling cash, and overseeing pre-payments and deposits for reservations.
- Maintain meticulous guest and room records within the Property Management System (PMS), ensuring all data is current and accurate.
- Manage the complete reservation lifecycle, encompassing creation and modification of bookings, waitlist oversight, confirmation dispatch, and discrepancy resolution.
- Manage room availability and status by collaborating with the housekeeping department and anticipating VIP arrivals with special requests.
- Support sales and inventory management by verifying room rates and availability, assisting with online travel agency (OTA) listings, and preparing reservation reports.
- Assist in event planning and administration by helping prepare proposals, contracts, and Banquet Event Orders (BEOs) and coordinating client logistics.
- Facilitate on-site event execution by assisting with setup, acting as a client liaison during events, and handling last-minute issues.
- Conduct post-event duties, including final billing processing and collecting client feedback, to ensure service quality.
- Enforce operational standards through the maintenance of a clean and organized front desk area, management of lost and found, and execution of essential clerical tasks.
Guest Service Expert
Little Cayman Beach Resort.(JEM Worldwide Resorts)
Little Cayman Island
10.2023 - 08.2025
- Deliver premium guest services, handling inquiries, reservations, and special requests with efficiency and professionalism.
- Act as the primary point of contact for high-profile guests, ensuring personalized and discreet service. Resolve guest concerns promptly, maintaining the highest level of satisfaction.
- Collaborate with cross-functional teams to enhance service delivery and operational workflows.
- Personalized Guest Relations Serve as the primary point of contact for high-profile guests, ensuring discreet and anticipatory service.
- Curate bespoke experiences (private dining, spa reservations, exclusive excursions) based on guest preferences.
- Concierge Services Arrange transportation, restaurant bookings, and event tickets with precision. Coordinate complex itineraries, including multi-destination travel logistics for guests.
- Luxury Problem Resolution: Address and resolve guest complaints with tact, offering compensatory amenities (room upgrades, complimentary services) to uphold satisfaction.
- Collaborate with housekeeping, F&B, and security teams to resolve issues swiftly.
- Butler-style assistance includes packing and unpacking luggage, pressing garments, and overseeing wardrobe management for long-stay guests.
- Serve in-room dining with attention to detail (e.g., table settings, wine pairing recommendations).
- Operational Excellence Maintain flawless knowledge of property amenities, local attractions, and cultural trends to provide expert recommendations.
- Document guest preferences in CRM systems to personalize future stays.
- Attention to detail (floral arrangements, custom menus).
- Liaise with external vendors (chefs, entertainers) to meet guest expectations.
- Discretion & Confidentiality Uphold strict privacy protocols for high-profile guests, ensuring no breaches of confidentiality.
- Team Leadership: Train junior staff in luxury service standards, etiquette, and crisis management
Concierge Team Leader
Mediterranean Shipping Company (M.S.C)
Sorrento, Italy.
02.2014 - 08.2020
- VIP Guest Services & Experience Curation acted as the primary concierge for high-net-worth guests, delivering white-glove service for suites and exclusive onboard residences. Designed personalized itineraries, including private shore excursions, achieving the highest level of guest satisfaction.
- Team Leadership & Training Supervised: A team of 10+ concierge staff, conducting weekly training on luxury etiquette, crisis management, and multilingual guest assistance. Reduced guest complaints through staff mentorship and service standardization.
- Operational Management: Oversaw the 24/7 concierge desk, ensuring seamless coordination between departments (housekeeping, F&B, excursions) for 2,000+ guests.
- Managed onboard event logistics (captain's dinners, themed galas) for 100+ attendees, with zero operational delays.
- Conflict Resolution & Discretion Resolved high-stakes guest issues (itinerary disruptions, medical emergencies) with diplomacy, offering compensatory amenities (suite upgrades, onboard credits).
- Revenue Optimization: Upsold premium services (private butlers, spa packages), contributing to onboard revenue.
- Technology & Systems Utilized CRM systems (OPERA/Symphony/POS/Aloha) to track guest preferences, enabling repeat guests to receive tailored welcomes (favorite champagne stocked in suite).
- Safety & Compliance Enforced maritime safety protocols during emergencies (medical evacuations, weather disruptions) while minimizing guest distress
Education
Diploma In Hotel Management - Tourism And Hospitality Management
Chemstar Nautical College Hospitality Department.
Bangkok, Thailand03-2012
Advance Diploma In Computer Applications -
Zee Education
Mumbai, India01-2003
High School Diploma -
Siddartha Sishu Sadan Higher Sec. Boarding School.
Biratnagar, Nepal.01-2003
Skills
- Luxury Guest Services & Butler Etiquette
- VIP & High-Net-Worth Client Relations
- Concierge Operations & Itinerary Planning
- Guest relations: Multilingual communication
- Problem Resolution & Crisis Management
- Team Leadership & Staff Training
- Work History Event & Dining Coordination Discretion & Confidentiality CRM systems
- Event coordination, attention to detail, clean Level 2 Cayman's driving license
- Bilingual fluency in English/Hindi & basic Spanish
Certification
Successfully completed Cayman Islands PRIDE Training for "Customer Service Excellence," conducted by the Tourism
Board of the Cayman Islands.
• Certified Cayman Islands "Food Safety & Handling Training" HAACCP by the Department of Health and Safety,
Cayman Islands.
• ISO-9001 certified in Advanced Fire Prevention and Fire Fighting, Elementary First Aid & CPR with Personal Safety &
Social Responsibility, Crowd & Crisis Management, Onboard Safety and Security, and Personal Survival Techniques.
• Certification in Proficiency Security Awareness Training approved by the Maritime and Coastguard Agency of the
United Kingdom of Great Britain and Northern Ireland, an executive agency of the Department of Transport.
• IELTS & TOEIC English Test: IELTS score of 6.5 out of 9 in speaking, TOEIC Bridge English Test score of 92 out of 100.
Board of the Cayman Islands.
• Certified Cayman Islands "Food Safety & Handling Training" HAACCP by the Department of Health and Safety,
Cayman Islands.
• ISO-9001 certified in Advanced Fire Prevention and Fire Fighting, Elementary First Aid & CPR with Personal Safety &
Social Responsibility, Crowd & Crisis Management, Onboard Safety and Security, and Personal Survival Techniques.
• Certification in Proficiency Security Awareness Training approved by the Maritime and Coastguard Agency of the
United Kingdom of Great Britain and Northern Ireland, an executive agency of the Department of Transport.
• IELTS & TOEIC English Test: IELTS score of 6.5 out of 9 in speaking, TOEIC Bridge English Test score of 92 out of 100.
Timeline
Hospitality Service Assistant(F&B Admin)
FLOWERS RESTAURATEURS (1998) LTD T/A THE BRASSERIE
09.2025 - Current
Guest Service Expert
Little Cayman Beach Resort.(JEM Worldwide Resorts)
10.2023 - 08.2025
Concierge Team Leader
Mediterranean Shipping Company (M.S.C)
02.2014 - 08.2020
Diploma In Hotel Management - Tourism And Hospitality Management
Chemstar Nautical College Hospitality Department.
Advance Diploma In Computer Applications -
Zee Education
High School Diploma -
Siddartha Sishu Sadan Higher Sec. Boarding School.