Jyothi Shetty

 Jyothi V. Shetty Bhandsale House , Yermal Thenka, Udupi dist, Pin 574119- - Objective Summary Looking for the challenging position in an organization where there is ample scope for individual as well as organization growth. Professional Strengths/Skills Diligent, strong, attention to detail, self-motivated, tenacious worker, supportive of others, team player. Leadership initiatives and strong aptitude toward conflict resolution. Experience with 15-20 million airport category. Proficient with MS-OFFICE. Experience Bangalore International Airport Terminal Officer (May2010 - Dec2017) Providing an exceptional customer service experience to all the passengers. To facilitate hassle free experience for VIP movement in coordination with government officials. Communicating with all the airline company both domestic and international which operates from BIAL. Efficient in handling difficult situations in case of any airport emergencies according to the SOPs. Assisting in implementation of On-Time performance of departing aircraft. Responsible for handling and resolving customer feedback received through various avenues. Gathering information and data statistics regarding feedback including root cause analysis as well as process improvement opportunities for management review. Anticipate conflicts in passenger flow and take measure to mitigate the risk or manage the flow and ensure that the conflict doesn’t happens. Assisting team members in their day to day work for the smooth flow of operation. Escalating important issues to the reporting manager such as exceptions that comes from the passengers, F&B, customs and immigration to process enhancement and any other initiative. Manage airport processes/resources in a proactive manner and ensure smooth work. Adhering on effective implementation of rules and policies laid down by ICAO, IATA, BCAS and DGCA. Preparing and sending daily report, ASQ report to the management on daily and weekly basis. Operate “The Lost &Found” facilitation desk. Maintain detailed and accurate records of all the items and make sincere attempts to return the lost goods to the rightful owner. Preparing roster for all the team member and conducting briefing and debriefings with the team and to educate on the short falls. Goldfinch Hotel, Bangalore Front Office Assistant and Guest Relation Associate (May2009- May2010) Welcomed guest upon the entry to the hotel with great energy and friendly manner, assisted with check in and check out. Responsible for guest reservations, monitoring guest emails and email inquiries, including assisting current and future guest local travel arrangements. Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism. Assists customers in all inquiries in connection with hotel services, hours of operations, in-house events, directions etc. Responds to all guest request in accurate and timely manner. Maintain communication with other departments to ensure quality service. Communicated with customers clearly while building a relationship to encourage return business. Prepared check out receipts and collected payments from departing guests. Good expertise in VIP and Guest service. Ensured all service standard operation procedure. National Institute of Information Technology, Udupi Counselor/Coordinator (Feb2007- Feb 2008) Counsel students regarding educational issues such as course and program selection, class, scheduling study habits and career planning. Maintaining accurate and complete student records as required by laws, district policies, and administrative regulations. Meet with parents or guardians to discuss their children’s progress, and to determine their priorities for their children and their resource needs. Offered workshops and provided career related guidance. Managing Marketing/promotional activities. Managing day to day office administrative duties. Four Wings Tours and Cargo, Mumbai Reservation Staff- Trainee (April2005 – Jan 2006) Provided service to customers in a busy agency, booked flight reservations, hotels and car rentals. Advised clients of required travel documentation and procurement options. Scheduled meetings with clients and vendors to discuss future travel. Troubleshot problems and resolved them to satisfaction of clientele Followed up with customers to ensure safe arrival, made sure they were satisfied and vacation packages were accurate Attend to clients queries made both on the phone and via the internet Training Undergone Customer service excellence Communication skills and telephone etiquette Team working and bonding Creativity at work and problem solving Interpersonal Skills Basic firefighting and first aid Power to delight Educational Qualification Diploma in IATA/UFTAA (2005) Globe college of travel and tourism Diploma in Computer Application (2005) Manipal Institute of Technology Bachelors of Arts (2004) Mangalore university