TUCIKA MOULA
Melbourne CBD,Australia
Summary
Dynamic and customer-focused professional with 8+ years of experience in hospitality, guest services, and reservations across hotels, resorts, and aviation. Proven track record of delivering exceptional service, managing teams, and handling high-pressure situations with professionalism. Adept in sales support, complaint resolution, and CRM systems including Opera, Amadeus, and RoomMaster. Multilingual, adaptable, and dedicated to operational excellence and customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Guest Service Agent
Holiday Inn Express Melbourne Little Collins
07.2024 - 04.2025
- Delivered high-quality guest service and front office support in a fast-paced CBD hotel
- Handled reservations, check-ins/outs, and special guest requests with accuracy and professionalism
- Resolved guest complaints, improving satisfaction and guest retention
- Assisted in breakfast operations and worked as a barista, bartender, and restaurant waiter
- Supported team training and daily operations in both front office and F&B areas
Sales & Flight Supervisor
Aircalin Limited
07.2023 - 03.2024
- Managed flight operations, team schedules, and check-in processes
- Provided customer service, ticketing support, and resolved passenger concerns
Guest Service Agent
Lomani Island Resort
04.2023 - 06.2023
- Delivered tailored guest experiences in a luxury resort environment
- Ensured smooth front desk and concierge operations
Reservations Consultant
Fiji Airways – Pacific Centrecom
07.2022 - 03.2023
- Handled phone and online bookings and upsold additional services
- Ensured booking accuracy and maintained database integrity
Passenger Service Agent
Air Terminal Services
04.2015 - 01.2022
- Provided check-in, boarding, and baggage services
- Ensured safety, compliance, and excellent passenger experience
Education
Diploma - Business Management
Pacific TAFE – University of the South Pacific
01.2021
Certificate - Japanese Language & Culture
FreeBird Institute of Technology
01.2020
Diploma - Secondary Education
Fiji Teachers College
01.2014
Skills
- Customer Service Excellence
- Sales & Reservation Support
- Team Supervision & Coaching
- Complaint Resolution & Problem Solving
- CRM & Reservation Systems (Opera, Amadeus, RoomMaster)
- Communication & Interpersonal Skills
- Time Management & Multitasking
- Assertiveness & Positive Attitude
- Adaptability & Attention to Detail
- People Management
Certification
- Responsible Service of Alcohol (RSA)
- First Aid and CPR
- Human Factor Training
- Customer Management & Experience Training
- Passenger Handling Training
- Kiosk & Safety Training
- Dangerous Goods Training (Initial & Recurrence, 56th Edition)
- Guest Service Training for Ground Handling
- Airside Safety Training & Emergency Response Plan
LANGUAGES
English (Professional Working)
Fijian (Native or Bilingual)
Hindi (Elementary)
Japanese (Elementary)
Awards
Employee of the Month, Service Champion of the Month, Certificate of Appreciation – Asia Youth International MUN, Certificate of Participation – Business & Computing Fundamentals
Timeline
Guest Service Agent
Holiday Inn Express Melbourne Little Collins
07.2024 - 04.2025
Sales & Flight Supervisor
Aircalin Limited
07.2023 - 03.2024
Guest Service Agent
Lomani Island Resort
04.2023 - 06.2023
Reservations Consultant
Fiji Airways – Pacific Centrecom
07.2022 - 03.2023
Passenger Service Agent
Air Terminal Services
04.2015 - 01.2022
Certificate - Japanese Language & Culture
FreeBird Institute of Technology
Diploma - Secondary Education
Fiji Teachers College
Diploma - Business Management
Pacific TAFE – University of the South Pacific
Similar Profiles
Chastine Ann Elgarico BelardeChastine Ann Elgarico Belarde
Cluster Groups & Events Senior Manager at Crowne Plaza Deira/Crowne Plaza Jumeirah/Holiday Inn Al Maktoum/Staybridge Suites Al Maktoum/Holiday Inn Express Safa Park/Holiday Inn Express Dubai Airport/Holiday Inn Express JumeirahCluster Groups & Events Senior Manager at Crowne Plaza Deira/Crowne Plaza Jumeirah/Holiday Inn Al Maktoum/Staybridge Suites Al Maktoum/Holiday Inn Express Safa Park/Holiday Inn Express Dubai Airport/Holiday Inn Express Jumeirah
Emma NandEmma Nand
Director of Sales - NZ at voco Auckland City Centre (201 KEYS), Holiday Inn Express Auckland (294 KEYS), Holiday Inn Express and Suites Queenstown (227 KEYS)Director of Sales - NZ at voco Auckland City Centre (201 KEYS), Holiday Inn Express Auckland (294 KEYS), Holiday Inn Express and Suites Queenstown (227 KEYS)
Abdul BhedaAbdul Bheda
Regional Director of Operations at Holiday Inn/ Holiday Inn Express & Suites/MarriottRegional Director of Operations at Holiday Inn/ Holiday Inn Express & Suites/Marriott
Yasith DuwageYasith Duwage
Chef De Partie at Post Office Club HotelChef De Partie at Post Office Club Hotel
Sophia See HuiwenSophia See Huiwen
Cashier and Waitress at Master Lanzhou Noodle BarCashier and Waitress at Master Lanzhou Noodle Bar