Sagar Rawal
Auckland,New Zealand
Summary
Dynamic and results-driven professional with over 7 years of experience in the hospitality and aviation industries. Specializes in customer service, team leadership, and operational management. Strong foundation in food and beverage, with 3 years of expertise in aviation service delivery. Thrives in fast-paced environments where customer satisfaction is paramount. Holds a Certified Personal Trainer (CPT) qualification from NASM, demonstrating commitment to holistic health and fitness. Passionate about nurturing talent, optimizing operations, and driving business growth. Adaptability and commitment to continuous improvement have enabled success in diverse roles and meaningful contributions to organizational success. Seeking opportunities to leverage skills in a challenging and rewarding position that fosters professional development and delivers impactful results.
Overview
6
6
years of professional experience
Work History
Service Delivery Leader
Air New Zealand
Auckland
01.2023 - Current
- Lead daily operations with a focus on on-time performance (OTP), ensuring smooth and efficient service delivery
- Provide exceptional customer service while managing safety, security, and operational standards
- Support team performance by identifying training needs and implementing solutions that drive continuous improvement
- Foster positive relationships with both internal and external stakeholders, promoting collaboration and operational success
Gate Agent
Air New Zealand
Auckland
01.2023 - 12.2023
- Managed A/C turnarounds for regional and domestic flights, operating airbridges and overseeing passenger flow
- Coordinated with the operations team for seamless boarding, flight management, and on-time departures
- Provided proactive customer service, ensuring passengers' needs were met in a timely and professional manner
Assistant Food & Beverage Manager (2IC)
Jet Park Hotel Auckland
Auckland
01.2021 - 12.2023
- Oversaw all F&B operations, from menu design to team recruitment and performance management, ensuring operational excellence
- Managed budgets, KPIs, and daily operations to meet financial targets while maintaining top-tier service standards
- Created a collaborative environment, training and empowering staff to meet and exceed customer expectations
Customer Service Agent
Air New Zealand
Auckland
01.2022 - 12.2022
- Delivered exceptional customer service during check-in, troubleshooting digital systems and assisting passengers with their inquiries
- Demonstrated resilience in a high-paced environment, managing multiple tasks while ensuring accuracy and efficiency
Food & Beverage Supervisor
Jet Park Hotel Auckland
Auckland
01.2020 - 12.2021
- Led F&B operations, including conference catering, room service, and a newly introduced online food ordering system
- Directed the team to enhance efficiency, proactively addressing customer feedback and ensuring service excellence
Food & Beverage Team Leader
Jet Park Hotel Auckland
Auckland
01.2019 - 12.2019
- Managed front-of-house and back-of-house operations, ensuring exceptional service quality and adherence to safety standards
- Trained and mentored staff, fostering a positive work environment and reinforcing customer-centric practices
Education
Certified Personal Trainer (CPT) - exercise science, fitness assessments, program design, and client-focused training
National Academy of Sports Medicine (NASM)
01.2024
Post Graduate Diploma in Hotel Management (Level 8) - Hospitality Management, Food & Beverage Operations, Tourism Management, Human Resource Management
Pacific International Hotel Management School
New Plymouth, NZ07.2017
Bachelor of Science - Hospitality Management
International College of Hospitality Management
Kathmandu, Nepal01.2016
Skills
- Customer Service Excellence
- Team Leadership & Staff Development
- Operational Efficiency & Process Improvement
- Financial & Business Performance Management
- Event & Catering Management
- Menu Planning & Food Pairing Expertise
- Problem-Solving & Conflict Resolution
- Health, Safety, & Regulatory Compliance
- Technology Proficiency (Micros, Opera, POS Systems)
- Staff Scheduling & KPI Achievement
- Adaptability & Resilience in High-Pressure Environments
- Certified Personal Trainer (CPT) - NASM
Websites
Certificationsandachievements
- LCQ License, 01/01/18
- Food & Wine Matching (Villa Maria), 01/01/19
- Employee of the Year & Employee of the Quarter, 01/01/19
- Highest YSS Voucher Winner | Akarua Winery Challenge Winner, 01/01/18
- Contributed to New Zealand's first vegan hotel restaurant, 01/01/18
- Basic Barista Course | Interview Training, 01/01/17
Additionalskillsandinterests
Fluent in English and Nepali, Proficient in MS Office, JotForm (online food ordering), POS systems, restaurant management software, Passionate about food, hospitality trends, customer service excellence, fitness and personal health, continuous personal development
Timeline
Service Delivery Leader
Air New Zealand
01.2023 - Current
Gate Agent
Air New Zealand
01.2023 - 12.2023
Customer Service Agent
Air New Zealand
01.2022 - 12.2022
Assistant Food & Beverage Manager (2IC)
Jet Park Hotel Auckland
01.2021 - 12.2023
Food & Beverage Supervisor
Jet Park Hotel Auckland
01.2020 - 12.2021
Food & Beverage Team Leader
Jet Park Hotel Auckland
01.2019 - 12.2019
Certified Personal Trainer (CPT) - exercise science, fitness assessments, program design, and client-focused training
National Academy of Sports Medicine (NASM)
Post Graduate Diploma in Hotel Management (Level 8) - Hospitality Management, Food & Beverage Operations, Tourism Management, Human Resource Management
Pacific International Hotel Management School
Bachelor of Science - Hospitality Management
International College of Hospitality Management