GAYA KULKARNI
Melbourne,VIC
Summary
Experienced Australian citizen with a strong background in the hospitality, retail, and property sectors across multiple countries. Demonstrated expertise at reputable companies including Disney, Pullman, and Wendy's International. Gained valuable experience through an internship at Fortune 500 company like Disneyland, Proudly represented India in Brazil as part of the Youth Exchange program with Rotary International, showcasing the rich culture of my country. Deeply passionate about the public sector, particularly in supporting refugees and the disabled community through English teaching, fundraising, and employment assistance.
I am ready to obtain and maintain a Baseline Vetting security clearance, Employment Suitability Clearance and maintain onboarding check or any other required checks.
Overview
14
14
years of professional experience
Work History
Owners Corporation Administration
LOC Property Group
07.2022 - Current
- Applied state legislation, policies, procedures, guidelines and by-laws and made confident decisions about Strata complaints.
- Answered all incoming calls and provided support to clients. Managed to take 80-100 calls in a day.
- Updated owner information and maintained accurate records.
- Managing multiple inboxes efficiently and professionally.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Handled emails and/ or enquiries, owner enquiries, strata levies
- Dealt with accounts, admin, letters, breach notices, maintenance requests for the entire portfolio.
- Supported Strata Managers with meetings, documentation, and compliance in a timely manner.
- Liaised with owners, committees, and service providers to ensure smooth operations.
- Managed owner, agent, contractor inquiries, correspondence, and follow-ups.
- Prepared and issued breach notices according to policies, procedures and by-laws.
Hotel Duty Manager
Punthill & Veriu Hotel Group
12.2020 - 07.2022
- Oversaw day-to-day operations of 72-room hotel with staff of 12 employees.
- Handled emergency situations calmly and professionally, prioritizing guest safety at all times.
- Guaranteed timely check-ins and check-outs by implementing efficient front desk processes and procedures.
- Ensured proper cash handling procedures were followed by front desk personnel, reducing discrepancies in end-of-day reports significantly over time.
- Addressed employee concerns proactively through open communication channels, fostering a positive work environment within the hotel team.
- Collaborated with the sales team to develop targeted marketing campaigns focused on attracting new guests.
- Served as a liaison between various departments within the hotel, ensuring smooth operational flow across all areas of responsibility.
- Improved overall efficiency with regular evaluations of staff performance and targeted training programs.
- Assisted in budget management by monitoring expenses and identifying cost-saving opportunities.
- Coordinated staff schedules efficiently to maintain appropriate staffing levels during peak periods while avoiding overtime costs.
- Streamlined hotel operations by effectively managing front desk, housekeeping, and maintenance staff.
- Managed guest feedback effectively, promptly addressing any negative comments and highlighting positive reviews to motivate staff and maintain a high level of customer satisfaction.
- Implemented inventory control systems for hotel supplies, minimizing waste while maintaining adequate stock levels.
- Managed guest reservations accurately, optimizing room allocation to maximize revenue opportunities.
- Developed strong relationships with corporate clients to secure repeat bookings for business events.
- Developed and implemented marketing strategies to promote hotel services.
- Liaised with all departments concerned in order to maintain Front Office functions properly.
- Answered guests queries, handled complaints and attended to the needs of the guests.
- Communicated effectively both verbally and in writing to provide clear direction to team members, observing performance and encouraging improvement.
- Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their jobs and know what is expected of them.
- Handle complaints promptly and efficiently, taking the necessary action.
- Allocate rooms in accordance to guests’ reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.
- Conducted daily briefings, shift handovers, attended meetings and effectively communicated information to team members.
- Adhered to the hotel’s security and emergency policies and procedures.
- Reduced guest complaints by ensuring strict adherence to hotel policies and procedures.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Solicited and reviewed guest feedback and promptly resolved complaints.
Front Office Supervisor
City Tempo Apartment Hotels
01.2017 - 05.2020
- Ensured outstanding customer care at all times.
- Oversaw the day to day routine of the hotel's front desk and supervision of 5 – 10 employees each shift.
- Resolved guest complaints in a quick and efficient manner and worked to maintain a high level of customer satisfaction.
- Assisted with check-in and check-out procedures during peak hours of operations when needed.
- Operated and ensured the switchboard is operating efficiently.
- Managed guest accounts, billing, invoicing accurately.
- Coached and supported team members ensuring they are in compliance with the hotel brand standard.
- Updated front office team about changes in hotel procedure, policies, services, pricing.
- Trained, developed, coached front office team.
- Checked cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior.
- Handled bookings, reservations via phone calls, emails, third party booking and used suggestive techniques to sell room nights, increase occupancy and revenue.
- Performed basic maintenance troubleshooting of WiFi, in-room facilities.
- Took responsibility in absence of the duty manager.
- Ensured safety of staff, guests by following guest check in and security procedures and reported suspicious activity to the management.
- Made sound judgements where a guest should be allowed to check in or not based on company policies, procedure.
- Settled the register at the end of each shift by printing receipts and running financial activity reports.
Concierge & Switch Board Operator
Pullman - Voyages Indigenous Tourism
09.2016 - 12.2016
- Performed check-ins and check-outs.
- Maintained accurate guest accounts and guest history.
- Ensured all aspects of front office/reception run smoothly Solved guest problems effectively face to face and over the phone
- Answered approx 50 incoming calls a day courteously and promptly Directed calls accurately to guest rooms, staff, or departments through the switchboard.
- Received guest messages and delivered the same to the guest.
- Performed all wake-up call requests Provided information about hotel services to guests.
- Accurately took room service orders, restaurant bookings.
- Welcomed customers upon entrance and confirm reservations Acted as the point of reference for guests who need assistance or information and attended to their wishes and requirements Understood customer's needs and provided them with personalized solutions by suggesting activities, facilities provided by the hotel.
- Arranged events, sold tours, excursions, transportation.
- Answered the phone and made reservations, took and distributed messages or mail and redirect calls Responded to complaints and found the appropriate solutions.
Hospitality Management Intern
Disney'- International College Programme
08.2011 - 08.2012
- Checked in and Checked out guests in a timely manner at the Disney World's Deluxe 5 star resort through LILO reservation system Administered all reservations, cancellations and no-shows, in line with company policy Kept up to date up to date with current promotions and hotel pricing, requests, maximised room sales opportunities.
- Fulfilled all reasonable requests from guests to ensure their comfort, satisfaction Reported maintenance issues immediately to the manager Dealt with foreign exchange and sold park, hotel, transport, restaurant tickets.
- Provided reports, as required, for housekeepers and management.
- Adhered to all company policies, procedures and licensing laws.
- Carried out instructions given by the management team and head office Trained new hires to deliver a Disney magical experience.
- Ensured guests satisfaction at the VIP lounge at a Deluxe resort.
- Collaborated with industry professionals to learn internal business processes and best practices.
Education
Intermediate Certificate - Business Administration
Harvard Online Business School
01-2012
Bachelor of International Hospitality Management - Accommodation & Tourism
Auckland University Of Technology
2010
Diploma in International Air Transport Association -
IATA
New Zealand01-2007
Skills
- Savvy computer skills
- Excellent telephone manners
- Operations management
- Sound judgement of applying policies at work
- People Management
- Sound written and verbal communication
- Positive attitude
- Effective leader
- Customer service management
- Team leadership
- Teamwork and collaboration
- Decision-making
Accomplishments
- Represented 'India' on an International Cultural Exchange platform to 'Brazil' with Rotary International.
- Appointed as Music Teacher for disabled children - developed their skills through music & dance
- Received employee of the month award by answering incoming over 900 calls in a month with accuracy and efficiency.
- Supervised team of 50 staff members at 3 Melbourne CBD based hotels during absence of Hotel Managers.
References
- Luca Governale - Manager at Puntill Apartments, Contact number : 0410701731
- Kara Methven - Manager at LOC Property Group, Contact number : 0412079049
Timeline
Owners Corporation Administration
LOC Property Group
07.2022 - Current
Hotel Duty Manager
Punthill & Veriu Hotel Group
12.2020 - 07.2022
Front Office Supervisor
City Tempo Apartment Hotels
01.2017 - 05.2020
Concierge & Switch Board Operator
Pullman - Voyages Indigenous Tourism
09.2016 - 12.2016
Hospitality Management Intern
Disney'- International College Programme
08.2011 - 08.2012
Intermediate Certificate - Business Administration
Harvard Online Business School
Bachelor of International Hospitality Management - Accommodation & Tourism
Auckland University Of Technology
Diploma in International Air Transport Association -
IATA
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