PRIYANKA DEVI
Papatoetoe,Auckland
Summary
Dedicated and service-oriented Reservation & Guest Service Agent with over 3 years of experience in the hospitality industry and background in Office Administration focused on delivering exceptional clerical and operational support for professionals.administration.I'm seeking a role that allows me to leverage my customer service expertise and HR knowledge to drive organisational success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Reservation Agent & Suite Ambassador
Barclay Suites Hotel
Auckland, New Zealand
07.2024 - Current
- Manage daily hotel reservations via direct calls, email inquiries, and third-party booking platforms (Booking.com, Expedia, Agoda, Airbnb, etc.).
- Maintain accurate room inventory, and update availability, rates, and promotions across all OTAs and the hotel’s central reservation system (CRS).
- Respond promptly to guest inquiries and reservation changes, ensuring excellent communication and personalized service.
- Process payments, confirm bookings, handle cancellations and no-shows according to company policies.
- Assist with guest check-in and check-out procedures, ensuring smooth and efficient front desk operations.
- Liaise between guests, housekeeping, maintenance, and other departments to fulfill guest requests.
- Resolve guest complaints and disputes calmly and professionally, aiming to exceed expectations.
- Generate daily and weekly occupancy and revenue reports for management review.
- Monitor reviews on OTA platforms and coordinate with the marketing department to manage hotel reputation.
- Upsell room categories, packages, and add-on services to increase revenue.
Guest Service Agent
Peppers Bluewater Resort
Lake Tekapo, New Zealand
01.2023 - 09.2023
- Assist guests with check-in and check-out processes.
- Handle reservations, cancellations, and modifications accurately.
- Provided pre-departure assistance to clients, including sharing travel documents, answering queries, and resolving any issues.
- Acted as the primary point of contact for guests, handling inquiries and resolving issues efficiently.
- Identified opportunities to promote additional services to increase revenue.
HR Assistant & Payroll Clerk
Smart Buy Fiji Limited
, Fiji
01.2016 - 03.2022
- Maintained staff records and handled all HR matters with confidentiality.
- Assisting the HR manager with recruitment needs in interviewing, hiring & training staffs.
- Coordinate recruitment efforts, including posting job advertisements, screening resumes.
- Provided support to staff regarding professional and personal issues.
- Created invoices as well as billing to submit to clients & Oversaw finances, expenses and billings.
- Updated Payroll in excel & MYOB, VAT lodgement
- Responded to employee inquiries regarding payroll issues and resolved discrepancies.
Admin Assistant
Nadi Chamber of Commerce and Industry Fiji
Nadi, Fiji
06.2014 - 04.2015
- Handled calls, collected personal information of clients and managed schedules.
- Performed a variety of administrative duties, including answering phones, delivering messages, writing memos, making copies, faxing documents.
- Handled payments and filled all financial transaction and receipts.
- Assisting customers to sign up and join the membership program.
- Coordinate travel arrangements, including booking, hotels, and transportation.
Guest Service Agent
Tanoa Skylodge Hotel Fiji
Fiji, Fiji
11.2011 - 02.2012
- Provided guests with information about the hotel, available rooms and rates.
- Maintained strong work relationships with all hotel departments.
- Adhered to hotel rules and procedures.
- Attended guests(check-in & check-out).
- Liaising with customers for booking & reservation using Opera.
- Preparing daily reports and providing information to the manager at end of the day.
Education
Higher Education Diploma - Business in Industrial Relations and Human Resource Management
Fiji National University
Fiji01.2022
Bachelor of Commerce - Industrial Relations and Human Resource Management, Information System
Fiji National University
Fiji01.2015
Certificate 3 & 4 - Front Office Operations
Fiji National University
Fiji01.2012
Skills
- Time Management
- Attention to Detail
- Effective Communication
- Critical thinking
- Adaptability
- Microsoft Office
- Record Keeping & Multitasking
- Reservation Management
- Guest Services & Relations
- OTA (Online Travel Agency) Channel Management
- PMS (Property Management Systems) – eg, Opera, SIHOT, MEWS
- Rate & Availability Management
- Upselling & Cross-Selling
- Complaint Resolution
- Multitasking & Time Management
- Payment & Billing Processing
- Check-in / Check-out Procedures
- Team Collaboration
- Reporting & MYOB
Languages
- English
- Hindi
Certification
- BCOM in Human Resource ,Industrial Relations & Information System
- Higher Education Diploma in HR,IR & Business
- Certificate in Front Office Operations
- 2024 NZ International Qualification Recognition Level 7 Bachelor's Degree
- IELTS NZ- 6.5
- Certificate in Cybersecurity Awareness
- Certificate in Health and Wellbeing in Hospitality
- Certificate in Host Responsibilty
Languages
English
Full Professional
Hindi
Native/ Bilingual
References
References available upon request.
Timeline
Reservation Agent & Suite Ambassador
Barclay Suites Hotel
07.2024 - Current
Guest Service Agent
Peppers Bluewater Resort
01.2023 - 09.2023
HR Assistant & Payroll Clerk
Smart Buy Fiji Limited
01.2016 - 03.2022
Admin Assistant
Nadi Chamber of Commerce and Industry Fiji
06.2014 - 04.2015
Guest Service Agent
Tanoa Skylodge Hotel Fiji
11.2011 - 02.2012
Higher Education Diploma - Business in Industrial Relations and Human Resource Management
Fiji National University
Bachelor of Commerce - Industrial Relations and Human Resource Management, Information System
Fiji National University
Certificate 3 & 4 - Front Office Operations
Fiji National University
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