GANGA (ROSY) THAPA
Parramatta,Australia
Summary
Dedicated and reliable Transport Officer with strong experience in ensuring passenger and team safety, compliance, and exceptional customer service. Skilled in handling ticket inspections, managing incidents, and assisting during emergencies to maintain smooth and safe transport operations. Recognized for professionalism, effective communication, and conflict resolution. Previously worked extensively in hotel management, bringing leadership, team management, and customer care expertise. Committed to maintaining safety standards while delivering a positive passenger experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Deputy Manager
ALDI Supermarket
- Oversaw daily operations and staff management, ensuring customer satisfaction.
- Implemented inventory control measures and improved efficiency.
Sales Manager
Bakers Delight Store
- Led sales operations and managed a small team.
- Focused on customer engagement and service delivery.
Transport Officer
Sydney Trains
04.2025 - Current
- Ensure passenger safety and security by monitoring compliance with transport regulations.
- Conduct ticket inspections and manage passenger enquiries with professionalism.
- Provide assistance during incidents, emergencies, and service disruptions.
- Collaborate with station staff, security teams, and operations to maintain smooth service.
- Deliver excellent customer service, ensuring a positive travel experience for all passengers.
Duty Manager
The EVE Hotel
01.2024 - 01.2025
- Supported pre-opening operations, collaborating with senior management and departmental heads to establish efficient procedures and workflows.
- Assisted in training and onboarding of new staff, ensuring all team members were equipped to deliver exceptional service.
- Contributed to operational standards, guest service protocols, and safety procedures.
- Acted as a liaison between management and staff, fostering open communication.
- Oversaw the setup and testing of front office systems and equipment.
- Prepared reports on staffing, training progress, and assisted in creating SOPs.
Duty Manager
Vibe Hotel Sydney
05.2022 - 11.2024
- Oversaw daily shift operations to ensure exceptional service delivery and operational efficiency.
- Addressed guest complaints and concerns promptly, fostering positive relationships.
- Led the front office team during shifts, promoting effective communication and teamwork.
- Handled emergency situations to ensure guest and staff safety.
- Assisted in budgeting, forecasting, and monitoring departmental expenses.
- Prepared daily reports on operations, guest feedback, and staff performance.
Guest Service Agent
Vibe Hotel Sydney
01.2021 - 01.2022
- Delivered professional guest service and handled check-in/check-out operations.
- Supported front office tasks and assisted with guest enquiries.
Guest Service Agent
Vibe Rushcutters Bay
02.2019 - 06.2019
- Assisted guests with reservations, enquiries, and check-in/check-out procedures.
- Provided high-quality service and resolved guest concerns effectively.
Education
Bachelor's - Accounting
Perth Institute of Australia
Perth, WA01.2014
Diploma - Business Management
Perth Business College
Perth, WAHigh School - Hotel Management +2
K & K International College
Skills
- Passenger Safety & Transport Compliance
- Incident & Emergency Response
- Customer Service & Complaint Handling
- Conflict Resolution & Communication
- Team Leadership & Staff Training
- Operational Efficiency
- Hotel & Hospitality Management Background
Affiliations
- GoMAD Champion (2022) Winner – ACT & NSW
- GoMAD Champion (2022) Global Winner
Certification
- Responsible Service of Alcohol (2025)
- First Aid (2025)
Timeline
Transport Officer
Sydney Trains
04.2025 - Current
Duty Manager
The EVE Hotel
01.2024 - 01.2025
Duty Manager
Vibe Hotel Sydney
05.2022 - 11.2024
Guest Service Agent
Vibe Hotel Sydney
01.2021 - 01.2022
Guest Service Agent
Vibe Rushcutters Bay
02.2019 - 06.2019
Deputy Manager
ALDI Supermarket
Sales Manager
Bakers Delight Store
Diploma - Business Management
Perth Business College
High School - Hotel Management +2
K & K International College
Bachelor's - Accounting
Perth Institute of Australia
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