Sunaina Angela Bastian
Dubai,Dubai
Summary
I consider myself to be an advocate of Best Practice being Organized, Responsible, and Customer Focused who has the required level of Key Communication and skills needed to make every customer feel special. The experience gained with the Airline and Hotel Industry has helped me gain a lot of experience and hone my skills in People Management, First Aid Response, Resource Control, Time Management, Effective Communication and other competencies. Am hardworking and passionate about my job with strong organizational skills, eager to secure the position of Crew Performance Specialist and ready to help the team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
25
25
years of professional experience
Work History
PURSER
Emirates Airlines
09.2016 - Current
- Overall management of all resources (People, Product and Time) through inspired leadership to ensure that standards of safety, security and service are met and the world’s best inflight experience is consistently delivered
- Provide feedback guidance and direction to all team members to ensure standards are met as they apply to customers, safety, security and overall performance on board
- Brand and Customer Ambassador by demonstrating a positive and professional image of the Emirates Group
- Guide and lead the team onboard on appropriate conduct throughout the entire duty to promote the professional image of the company
- Demonstrate business awareness through responsible decision making, propose workable ideas for cost saving and revenue generation.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
- Managed financial transactions accurately, maintaining accountability and reducing discrepancies in end-of-day reports.
- Developed strong relationships with vendors, negotiating advantageous contracts for goods and services.
- Resolved passenger complaints effectively, fostering positive customer relations and encouraging repeat business.
- Provided support to crew members during emergencies, ensuring safety protocols were followed and guests were attended to appropriately.
- Streamlined communication between departments for smooth operation, resulting in improved overall service quality.
- Monitored compliance with maritime regulations, contributing to a safe and secure environment on board.
- Contributed to revenue growth by identifying upselling opportunities within onboard amenities.
- Maintained accurate records of passenger information while adhering to data privacy regulations.
Senior Cabin Crew
oman air
05.2002 - 04.2004
- Ensure standards of safety and security are met in their assigned cabin in line with corporate requirements, local civil aviation authority, government legislation and international standards
- Responsible for communicating openly, clearly and in a timely manner with the Cabin Manager throughout the duty
- Demonstrate business awareness through responsible decision making taking into account the impact on the business, customer and crew.
- Ensured compliance with all airline policies and regulatory requirements related to cabin operations during flights.
- Played an integral role in perfecting brand image through adherence to uniform guidelines and professional demeanor at all times while interacting with passengers.
Cabin Crew
sabena airline
04.2000 - 11.2001
- Manage safety and service standards, customer experience in all cabins
- Take accountability and ownerships of delivering in-flight service excellence.
Guest Services Manager
windsor manor sheraton
08.1999 - 03.2000
- Resolve guest queries efficiently and courteously
- Maintaining excellent communication and relationship between all relevant departments of the hospitality industry and guests.
- Managed 15 staff to deliver timely and courteous guest service in front desk, housekeeping and maintenance operations.
- Supervised team of 12 front desk agents and helped to resolve issues arising during shifts.
Education
Masters in Education - Education
Liverpool John Moore's University
Dubai- UAE05.2023
Bachelor of Arts - English, Economics and Accounts
Jyoti N
Bangalore- India04.1999
Bachelor of Arts - Economics
Raven Shaw Junior College
Orissa- India04.1993
Skills
- Passenger Assistance
- Interpersonal abilities
- Complaint resolution
- Conflict Management
- Strong Work Ethic
- Punctual and Dependable
- Client Relationship Building
- Analytical Thinking
- Risk Assessment
- MS Office
- Service Delivery
Accomplishments
- Najm Merit For the committed and positive performance displayed through your leadership and customer care during the challenges of an extended duty, which included a diversion.
- Najm Bronze Customers were well looked after despite a difficult and challenging delay situation on ground following a diversion to Lahore.
Reading, baking, trekking and music
I love to read books by Kazuo Ishiguro. Enjoy baking meals and trying my hand at desserts too. Fond of music in particular Bossa nova and Jazz
Timeline
PURSER
Emirates Airlines
09.2016 - Current
Senior Cabin Crew
oman air
05.2002 - 04.2004
Cabin Crew
sabena airline
04.2000 - 11.2001
Guest Services Manager
windsor manor sheraton
08.1999 - 03.2000
Masters in Education - Education
Liverpool John Moore's University
Bachelor of Arts - English, Economics and Accounts
Jyoti N
Bachelor of Arts - Economics
Raven Shaw Junior College
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