Jaya K C
Norwest,NSW
Summary
Dedicated to serving all guest needs with enthusiasm, accuracy and a coordinated approach. Efficient in directing staff, organizing services and providing seamless transitions to guests in need of special amenities. Well-versed in building long-lasting relationships with typical and VIP guests. Proficient in handling administrative, staffing and inventory needs to keep services flowing smoothly.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Guest Experience Executive Team Leader
Intercontinental Sydney (IHG Hotels and Intercontinental Group)
Circular Quay, Sydney
08.2023 - Current
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
- Successfully resolved booking discrepancies by liaising with reservation agents, ensuring minimal disruption to guest plans.
- Directed staff to handle needs for individual guests to resolve issues and generate positive customer experiences.
- Managed guest feedback effectively, implementing necessary changes for continuous improvement.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Guest Service Agent
Intercontinental Sydney (IHG Hotels and Intercontinental Group)
Circular Quay, Sydney
02.2023 - 08.2023
- Collected room deposits, fees, and payments.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Managed check-in and check-out procedures for guests.
Executive Housekeeping Manager
Punthill Apartments Norwest from Paramount Kleen Group
Norwest Sydney
10.2022 - 01.2023
- Streamlined housekeeping operations for increased efficiency through regular staff training and performance evaluations.
- Developed and executed preventive maintenance plans for long-term facility upkeep and smooth daily operations.
- Organized seasonal deep-cleaning initiatives for thorough sanitization of all guestrooms, ensuring impeccable presentation year round.
- Mentored junior team members, providing guidance on best practices in housekeeping management techniques for their professional development.
- Collaborated with other department managers to achieve seamless coordination between housekeeping services and hotel operations overall.
- Oversaw laundry operations, managing efficient workflows while maintaining consistently high levels of linen quality for guests.
- Increased staff productivity through continuous process improvement initiatives focused on workflow optimization.
Executive Housekeeping Manager
The Star Grand and residences from Silk Hospitality
Pyrmont
08.2022 - 10.2022
- Conducted regular inspections of guest rooms and public areas to ensure adherence to quality standards and address any issues promptly.
- Promoted a culture of open communication among team members, fostering collaboration and teamwork that resulted in improved overall department performance.
- Developed and executed preventive maintenance plans for long-term facility upkeep and smooth daily operations.
- Reduced operational costs with effective budget management, inventory control, and vendor negotiations.
- Collaborated with other department managers to achieve seamless coordination between housekeeping services and hotel operations overall.
Housekeeping Supervisor
Adina Apartment from Silk Hospitality
Norwest Sydney
05.2019 - 08.2022
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Placed orders for housekeeping supplies and guest toiletries.
- Worked with front desk to respond promptly to all guest requests.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Completed schedules, shift reports, and other business documentation.
Front of House Staff
Coogee Beach Club
Coogee
09.2020 - 06.2021
- Contributed to positive guest experiences by assisting with menu recommendations and knowledgeably answering questions about food preparation and ingredients.
- Helped guests at tables when in need of assistance.
- Trained new staff in front-of-house procedures, customer relations, and cleaning.
- Assisted servers with delivering food, filling beverages, and retrieving items for guests.
- Upheld company standards for quality, safety, and cleanliness throughout daily tasks, contributing to a consistent dining experience for all guests.
- Maintained a well-stocked, organized front-of-house workspace for optimal functionality during peak hours.
- Collaborated with back-of-house staff to ensure seamless coordination between kitchen operations and guest service.
- Maximized revenue potential during peak hours by effectively upselling menu items and promoting specials to guests based on their preferences.
Administration Officer
Student Vibes Education and Visa Services
Townhall Sydney
05.2020 - 03.2021
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Improved record-keeping accuracy by creating updated filing system for confidential documents and materials.
- Managed daily payment processing and drafted related financial documents.
- Provided exceptional customer service to prospective students, answering inquiries via phone or email promptly and professionally
- Assisted international applicants with navigating visa requirements, essential information regarding immigration regulations.
- Maintained contact with accepted students throughout enrollment process, offering guidance and support as needed before arrival on campus.
- Built relationships with high school counselors, fostering a network of referrals for potential applicants.
- Managed scholarship programs, awarding financial aid opportunities to deserving students based on need or merit.
Education
Diploma of Nursing -
Queens Ford College
Parramatta, NSW04.2025
Certificate IV in Aged Care - Ageing Support
Queens Ford College
Parramatta, NSW03.2023
BACHELOR OF ACCOUNTING -
AUSTRALIAN INSTITUTE OF HIGHER EDUCATION
Parramatta, NSW01.2022
Skills
- Perfect verbal communication
- Team building
- Customer Service
- Hospitality Industry
- Teamwork
- Willingness to Learn
Certification
- Responsible Service of Alcohol Certificate, 12/2026
- FIRST AID CERTIFICATE, 04/13/2022
Languages
English
Hindi
Nepali
Personal Information
Date of Birth: 01/07/2000
References
- Mathew Lord, Previous Executive Housekeeping Manager, Adina Apartment Norwest, 0480315112
- Sulagna Purkayastha, Previous Executive Housekeeping Manager, AHS Hospitality, 0425376856, sulagna.purkayastha@gmail.com
- Liam Sammut, Duty Manager, Adina Apartment Norwest (TFE Hotels), 0436444660, Liamsammut4@hotmail.com
- Badri Baruwal, Managing Director, Student Vibes Education & Visa Services, 0488488216, badri.baruwal@gmail.com
Timeline
Guest Experience Executive Team Leader
Intercontinental Sydney (IHG Hotels and Intercontinental Group)
08.2023 - Current
Guest Service Agent
Intercontinental Sydney (IHG Hotels and Intercontinental Group)
02.2023 - 08.2023
Executive Housekeeping Manager
Punthill Apartments Norwest from Paramount Kleen Group
10.2022 - 01.2023
Executive Housekeeping Manager
The Star Grand and residences from Silk Hospitality
08.2022 - 10.2022
Front of House Staff
Coogee Beach Club
09.2020 - 06.2021
Administration Officer
Student Vibes Education and Visa Services
05.2020 - 03.2021
Housekeeping Supervisor
Adina Apartment from Silk Hospitality
05.2019 - 08.2022
Diploma of Nursing -
Queens Ford College
Certificate IV in Aged Care - Ageing Support
Queens Ford College
BACHELOR OF ACCOUNTING -
AUSTRALIAN INSTITUTE OF HIGHER EDUCATION