Kirtee Aujayeb
Central Flacq
Summary
Dynamic hospitality management professional with a proven track record at MSC CRUISES, specializing in guest engagement strategies and operations management. Demonstrated leadership resulted in significant improvements in guest satisfaction while effectively resolving disputes and optimizing team performance. Recognized for exceptional communication and problem-solving skills, consistently delivering high-quality service. Fluent in English and French, dedicated to enhancing operational success and guest experiences.
Overview
7
7
years of professional experience
Work History
Guest Services Supervisor
MSC CRUISES (MSC MERAVIGLIA)
USA
08.2024 - 02.2025
- Responded promptly to emails and phone calls from customers seeking assistance or information about ship services.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Conducted daily meetings with the front desk to discuss arrivals, departures, and special requests from guests.
- Interacted with guests on a daily basis providing friendly service while addressing their needs efficiently.
- Managed the front desk operations by overseeing check-ins and check-outs, cash handling procedures.
- Reviewed guest satisfaction surveys and implemented necessary changes to provide higher level of service.
- Managed team of front desk agents, supervising personnel in issue resolution.
- Developed and maintained emergency response procedures for guest services team to ensure guest safety.
- Adhered strictly to organizational policies and procedures when dealing with customers' queries and complaints.
- Addressed and resolved guest complaints and issues promptly to maintain high satisfaction levels.
- Evaluated employee performance and provided feedback on areas of improvement.
- Assessed staffing requirements based on occupancy forecasts and scheduled shifts accordingly.
- Provided training on hospitality software systems and tools used within the guest services department.
- Analyzed customer feedback to identify areas for improvement in services offered.
- Assist and train junior GSAs for prompt problem-solving.
- Take ownership of difficult guests and situations, and provide prompt resolution.
- Provide compensation in a balanced way as per SOPs.
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- Explained how the TV remote, heating and cooling, WiFi access, and locks worked to guests.
- Posted appropriate room charges to collect balances due from customers.
- Gave clear directions to local museums, restaurants and places of interest to patrons.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Accepted cash and credit card payments, issued receipts and provided change.
- Dealing with main standards onboard, such as missing persons, missing kids, lost and damaged luggage, emergency calls, making announcements using public address systems, back-to-back and transit guests, downliners, persons of interest, security issues such as verbal and physical interactions with guests, changes of cabins, lost and found, special needs, and MSC loyalty programs, break of voyage, and medical disembarkation.
- Translation from English to French.
- Cash withdrawals, currency exchange, transfers of money, acknowledgment of debt, and basically good knowledge of accounting.
- System Usage: Otalio.
- Resolved customer complaints professionally in accordance with company policy.
- Examined completed work to detect defects and verify conformance to specifications.
- Assessed team performance against established goals and objectives.
- Provided guidance and support to team members on operational issues.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Maintained positive working relationship with fellow staff and management.
- Possess very good knowledge of the company's SOPs.
- Show proactiveness and be a good listener at the desk to understand the operations and situations, and to listen to the answers Junior GSAS are providing if they're accurate.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Dealing with weather conditions, change of itinerary, cyclone.
- MSC Meraviglia's passenger capacity is 5,642.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Part of the evacuation team to ensure the safety of all crew and guests.
GUEST SERVICE AGENT
MSC CRUISES (MSC DIVINA AND MSC SEASHORE)
USA
03.2022 - 02.2024
- Welcomed large volume of guests and improved overall customer service.
- Verified accuracy of billing statements before presenting them to guests for payment processing.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Responded to guests, including email, telephone, and in-person inquiries.
- Processed guest payments quickly and efficiently.
- Registered guests into the computer system accurately and efficiently.
- Made sure that all safety regulations were followed at all times.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Offered guests details regarding cruise amenities, local arts and culture, nightlife, dining options, attractions, and museums.
- Greeted guests with a friendly and welcoming attitude.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Responded to telephone calls from guests promptly and courteously.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Greeted arriving guests to provide assistance and facilitate check-ins.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Provided guest assistance and information regarding local attractions and points of interest.
- Investigated guest complaints and utilized critical thinking to foster expedient resolution.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Provided concierge services for guests.
- Handled cash transactions accurately while adhering to established accounting practices.
- Handled guest requests for additional towels and linens by contacting housekeeping department.
- Arranged for translators and other special services for guests.
- Shared key ship information with guests and provided details about the pool and restaurants.
- Detailed all policies and procedures, including safety information, to guests upon ship check-in.
- Worked effectively in team environments to make the workplace more productive.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Resolved customer complaints promptly and efficiently.
- Developed strong relationships with customers by providing personalized assistance and support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Provided exceptional customer service to ensure customer satisfaction.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Completed day-to-day duties accurately and efficiently.
- Identified needs of customers promptly and efficiently.
- Managed inventory and supplies to ensure materials were available when needed.
- Worked with cross-functional teams to achieve goals.
- Dealing with main standards onboard, such as missing persons, missing kids, lost and damaged luggage, emergency calls, making announcements using public address systems, back-to-back and transit guests, downliners, persons of interest, security issues such as verbal and physical interactions with guests, changes of cabins, lost and found, special needs, and MSC loyalty programs, break of voyage, and medical disembarkation.
- Translation from English to French.
- Cash withdrawals, currency exchange, transfers of money, acknowledgment of debt, and basically good knowledge of accounting.
- System Usage: Fidelio and Otalio.
- Processed refunds when necessary according to company policy.
- Performed side duties in a timely manner, for example, lost and found, special needs, evacuation team, lost luggage, replenishments, booking issues, courtesy call reports, disembarkation, back-to-back, downliners, compensations, and more.
- MSC Divina passenger capacity is 4,345.
- The MSC Seashore passenger capacity is 6,744.
- Possess good knowledge of the company's SOPs.
Guest Service Agent Trainee
MSC CRUISES (MSC MERAVIGLIA)
USA
01.2020 - 07.2020
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Welcomed large volume of guests and improved overall customer service.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Spoke with patrons to make conversation, answer questions or to respond to complaints.
- Established knowledge of local restaurants, historic sites, nightlife and shows so that such information could be given to interested guests.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Initiated preventive maintenance programs such as replacing light bulbs or minor repairs when needed.
- Assisted in resolving customer complaints in a courteous and professional manner.
- Handled guest requests for additional towels and linens by contacting housekeeping department.
- Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
- Processed guest payments quickly and efficiently.
- Maintained updated knowledge through continuing education and advanced training.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Completed day-to-day duties accurately and efficiently.
- Connected incoming calls quickly using multi-line telephone system to minimize hold times.
- Developed relationships with customers through effective communication techniques.
Front Desk Receptionist
SEASENSE BOUTIQUE HOTEL
MAURITIUS
04.2019 - 12.2019
- Investigated and analyzed client complaints to identify and resolve issues.
- Completed basic bookkeeping and document filing.
- Monitored and ordered office supplies, ensuring adequate stock levels.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Greeted visitors entering establishment to determine nature and purpose of visit.
- Answered incoming calls, directed them to appropriate personnel and took messages.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Responded to inquiries and room requests made online, by phone, and via email.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Reconciled daily financial transactions against cash receipts at the end of each day's business activity.
- Handled sensitive information in a confidential manner.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Prepared conference rooms prior to meetings by arranging furniture layout, setting up audio-visual equipment and ensuring refreshments are available if required.
- Maintained business office inventory and equipment by checking stock for needed supplies.
- Adhered to all applicable banking laws, regulations, and guidelines when processing foreign exchange transactions.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Worked effectively in team environments to make the workplace more productive.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Identified needs of customers promptly and efficiently.
- Updated customer information in databases regularly to ensure accuracy of records.
- Gave clear directions to local museums, restaurants and places of interest to patrons.
- Created promotional materials such as brochures or flyers to advertise tours.
- Processed incoming reservations for tours and activities.
- Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
TRAINEE FRONT OFFICE ASSISTANT
CONSTANCE C MAURITIUS
MAURITIUS
04.2018 - 03.2019
- Investigated and analyzed client complaints to identify and resolve issues.
- Greeted visitors warmly and directed them to correct personnel or office.
- Greeted visitors entering establishment to determine nature and purpose of visit.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Created and managed digital and physical filing systems for records, correspondence, and other material.
- Greeted customers, answered general questions and directed to appropriate locations.
- Provided administrative support including photocopying, faxing, and filing.
- Explained policies and procedures to visitors.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Answered incoming calls, directed them to appropriate personnel and took messages.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Compiled and prepared reports and documents as requested.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Input customer data into reservation systems and updated to reflect room changes.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Verified identity documents for new customers before opening accounts in accordance with company policies.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Maintained business office inventory and equipment by checking stock for needed supplies.
- Updated and maintained office policies and procedures.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Coordinated maintenance requests for office equipment and facilities.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked effectively in team environments to make the workplace more productive.
- Planned, described, and sold an itinerary tour.
- Developed and maintained excursion itineraries, ensuring customer satisfaction.
- Assisted guests in selecting the most suitable tour based on their interests and budget constraints.
Education
NATIONAL CERTIFICATE LEVEL 3 - FRONT DESK NC3
ECOLE HOTELIER ST GAETAN DUVAL
MAURITIUS01-2018
HIGHER SCHOOL CERTIFICATE - SCHOOL CERTIFICATE, HIGHER SCHOOL CERTIFICATE, ADVANCED LEVEL, ADVANCED SUBSIDIARY
DARWIN COLLEGE
Mauritius11.2014
Skills
- Guest engagement strategies
- Quality controls
- Team management
- Exceptional communication
- Improving processes
- Processing payments
- Strong leadership
- Customer service standards
- Foreign language proficiency
- Check-out procedures
- Front office support
- Optimizing team performance
- Resolving disputes
- Verifying reservations
- Policy enforcement
- Guest relations
- Operations management
- Building rapport
- Strong interpersonal skills
- Fair rule enforcement
- Team player mentality
Personal Information
- Date of Birth: 10/03/96
- Gender: Female
- Nationality: Mauritian
- Driving License: YES
Languages
- ENGLISH
- FRENCH
- BASIC ITALIAN
Availability Date
AS SOON AS POSSIBLE
Accomplishments
- I was rewarded during college for achieving the highest scores in different subjects, such as English Literature, French Literature, Business Studies, and Social Studies.
Timeline
Guest Services Supervisor
MSC CRUISES (MSC MERAVIGLIA)
08.2024 - 02.2025
GUEST SERVICE AGENT
MSC CRUISES (MSC DIVINA AND MSC SEASHORE)
03.2022 - 02.2024
Guest Service Agent Trainee
MSC CRUISES (MSC MERAVIGLIA)
01.2020 - 07.2020
Front Desk Receptionist
SEASENSE BOUTIQUE HOTEL
04.2019 - 12.2019
TRAINEE FRONT OFFICE ASSISTANT
CONSTANCE C MAURITIUS
04.2018 - 03.2019
NATIONAL CERTIFICATE LEVEL 3 - FRONT DESK NC3
ECOLE HOTELIER ST GAETAN DUVAL
HIGHER SCHOOL CERTIFICATE - SCHOOL CERTIFICATE, HIGHER SCHOOL CERTIFICATE, ADVANCED LEVEL, ADVANCED SUBSIDIARY
DARWIN COLLEGE