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)
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)
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
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
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
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
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
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
- Responsible Service of Alcohol Certificate, 12/2026
- FIRST AID CERTIFICATE, 04/13/2022
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