Nikki Kent
Sydney,NSW
Summary
Dynamic professional with a proven track record at Mercure Manly Warringah, excelling in interdepartmental communication and customer service excellence. Adept at training staff and enhancing operational efficiency, I leverage data analysis and conflict resolution skills to drive guest satisfaction and ensure compliance with safety regulations.
Overview
3
3
years of professional experience
Work History
Assistant Manager
Mercure Manly Warringah
Sydney, NSW
01.2025 - Current
- Strengthened interdepartmental communication to improve operational efficiency.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Handled cash registers and balanced daily receipts.
- Resolved guest complaints in a professional manner.
- Ensured compliance with all safety regulations and protocols.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Qantas Front Desk Staff
Queenstown Airport
Queenstown NZ, New Zealand
02.2024 - 08.2025
- Worked closely with other departments such as Sales, Marketing, and Operations to ensure maximum client satisfaction.
- Created weekly reports detailing customer service performance metrics.
- Gathered and analyzed data from surveys, focus groups, interviews and other sources to determine what customers want or need from our services or products.
- Trained and mentored new customer service executives to speed onboarding process.
- Identified needs of customers promptly and efficiently.
- Responded quickly and effectively to emergency situations such as medical emergencies or inclement weather conditions.
- Maintained communication between ground staff members during shift changes to ensure smooth transition of duties.
- Monitored the boarding process, ensuring that all passengers had proper documentation before allowing them to board the plane.
- Managed crew members throughout their shifts, providing guidance on tasks and duties as needed.
Senior Event Manager
Queenstown Council
Queenstown NZ, New Zealand
01.2023 - 02.2024
- Facilitated communication between internal teams and external vendors and suppliers prior to the start of an event.
- Ensured compliance with company policies and procedures related to project management activities.
- Maintained calendars of upcoming events, meetings and deadlines.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Utilized various software and tools to streamline processes and optimize performance.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Managed inventory and supplies to ensure materials were available when needed.
- Assisted with customer requests and answered questions to improve satisfaction.
Education
Diploma DM - Digital Marketing
IDM London
London England02-2005
High School Diploma -
Wellington East Girls College
Wellington NZ03-1990
Media Studies - Marketing And Media
London Media School
LondonSkills
- Interdepartmental communication
- Customer service excellence
- Cash handling expertise
- Inventory management
- Regulatory compliance
- Data analysis
- Project management
- Employee training
- Conflict resolution
- Performance reporting
- Guest experience
Affiliations
- Beach walking
- Music
- Theatre/Dance
Accomplishments
- Regular 5* guest reviews on google and booking.com
Timeline
Assistant Manager
Mercure Manly Warringah
01.2025 - Current
Qantas Front Desk Staff
Queenstown Airport
02.2024 - 08.2025
Senior Event Manager
Queenstown Council
01.2023 - 02.2024
Diploma DM - Digital Marketing
IDM London
High School Diploma -
Wellington East Girls College
Media Studies - Marketing And Media
London Media School
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