Summary
Overview
Work History
Education
Skills
Timeline
Generic
NIKITA BHATIA

NIKITA BHATIA

Aviation Professional
DOHA,QATAR

Summary

A passionate aviation professional with over 16 years of progressive experience in customer service industry. Leading multicultural teams, training, coaching and mentoring diverse individuals, whilst serving customers ranging from across the globe and all walks of life. Building and maintaining good relationships with team and customers. Managing good quality of work and a team of people. Effective organizational and time management skills Multi-tasking with ability to work under pressure Patience, enthusiastic with excellent customer service and administrative skills Ability to perform tasks under minimal / no supervision Managing everyone in flight and being able to remain calm in crisis situations.

Overview

20
20
years of professional experience
3
3
years of post-secondary education

Work History

Performance officer

Qatar Airways
Doha, Qatar
09.2015 - 10.2022
  • Staff performance and operational efficiencies:
  • Leadership and management of operational performance inflight supervisors and crew
  • Conducting performance audits, evaluating against set objectives and kpi’s
  • Generating detailed performance and safety reports
  • Identifying and developing talent for succession planning
  • Coaching new supervisors and staff to transition in to their roles
  • Making suggestions for service process improvement and highlighting areas that need immediate review and evaluation.
  • Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
  • Supervised, directed and evaluated assigned staff members and newly hired officers.
  • Wrote detailed narrative reports for use in investigations.
  • Evaluated customer needs and feedback to drive product and service improvements.

Cabin Services Director

Qatar Airways
Doha
06.2013 - 09.2015
  • Profile and Responsibilities
  • Supervising between 7 and 12 flight attendants on flights
  • Responsible for ensuring the safety of passengers on an average of 3 international flights per week
  • Responsible for handling the crew members and the people taking the flight
  • Responsible to perform all the flight attendants’ duties and guide others to perform their duties
  • Providing services to customers and taking their views on the services that is being provided
  • Following the safety procedure and monitoring that everyone is doing the same
  • Attended the passengers and handled their requests
  • Provided excellent customer services and fulfill their demands and needs diligently.
  • Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
  • Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
  • Ensured safety and comfort of customers onboard aircraft.
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
  • Resolved passenger conflicts and medical emergencies during flights.

Cabin Senior

Qatar Airways
12.2011 - 06.2013
  • Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
  • Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
  • Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
  • Resolved passenger conflicts and medical emergencies during flights.
  • Ensured safety and comfort of customers onboard aircraft.
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.

Cabin Attendant Business and First Class

Qatar Airways
12.2008 - 12.2011
  • Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
  • Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
  • Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
  • Ensured safety and comfort of customers onboard aircraft.
  • Answered passenger questions and provided solutions to issues arising during flights.
  • Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.

Cabin Attendant Economy Class

Qatar Airways
09.2006 - 12.2008


  • Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
  • Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
  • Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
  • Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
  • Ensured safety and comfort of customers onboard aircraft.
  • Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.

Guest Relation Coordinator

ITC Grand Maratha Sheraton
Mumbai
04.2006 - 09.2006
  • Responsibilities
  • Supervised development and implementation of new Guest Relations programs
  • Handled lounge service providers and ensured proper communication of activities
  • Maintained quality of customer service
  • Provided value added service to guests
  • Improved performance and enhanced guest experience through continuous interaction and involvement.
  • Scheduled and confirmed restaurant reservations for guests.
  • Created welcoming and comfortable environment for guests.

Customer Service Advisor

Global Services
Mumbai
04.2005 - 07.2005
  • Dealing with customer enquiries by telephone and email
  • Ensuring that customers problem is brought to a satisfactory conclusion.

Guest Relation Coordinator

ITC Grand Maratha Sheraton
Mumbai
03.2003 - 04.2005
  • Responsibilities
  • Supervised development and implementation of new Guest Relations programs
  • Handled lounge service providers and ensured proper communication of activities
  • Maintained quality of customer service
  • Provided value added service to guests
  • Improved performance and enhanced guest experience through continuous interaction and involvement.

Restaurant Hostess

The Orchid Hotel
Mumbai
10.2002 - 02.2003
  • Received guests and managed restaurant floor staff
  • Ensured all service standards are met as per the hotel standards
  • Assured ultimate customer satisfaction and seating capacity is achieved
  • Managed reservation system and maximized potential number of covers adhering to guest’s requirements.

Education

HSC - Commerce

Mithibai College of commerce, Maharashtra Board
06.1999 - 03.2001

SSC -

St Louis Convent High School, Maharashtra
03.1998 - 06.1999

Exceeded - Event management

National Institute of Event Management

Skills

Report writing

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Timeline

Performance officer

Qatar Airways
09.2015 - 10.2022

Cabin Services Director

Qatar Airways
06.2013 - 09.2015

Cabin Senior

Qatar Airways
12.2011 - 06.2013

Cabin Attendant Business and First Class

Qatar Airways
12.2008 - 12.2011

Cabin Attendant Economy Class

Qatar Airways
09.2006 - 12.2008

Guest Relation Coordinator

ITC Grand Maratha Sheraton
04.2006 - 09.2006

Customer Service Advisor

Global Services
04.2005 - 07.2005

Guest Relation Coordinator

ITC Grand Maratha Sheraton
03.2003 - 04.2005

Restaurant Hostess

The Orchid Hotel
10.2002 - 02.2003

HSC - Commerce

Mithibai College of commerce, Maharashtra Board
06.1999 - 03.2001

SSC -

St Louis Convent High School, Maharashtra
03.1998 - 06.1999

Exceeded - Event management

National Institute of Event Management

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