Nivkesh Mullick
Suva
Summary
Dynamic guest service professional with extensive experience with international cruise lines, excelling in team leadership and conflict resolution. Proven track record in enhancing guest experiences through effective project management and digital content strategies. Passionate about delivering exceptional service in multicultural environments, ensuring operational excellence and guest satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Guest Service Supervisor
Carnival Australia
Miami
04.2025 - 07.2025
- Led a multicultural front-of-house team to deliver exceptional guest experiences on board, ensuring high satisfaction, and positive feedback.
- Coordinated daily operations, including check ins, guest inquiries, VIP services, and complaint resolution, with professionalism and efficiency.
- Trained and mentored new team members, enhancing service standards, and operational consistency.
- Managed and monitored guest feedback systems, implementing service recovery strategies to resolve issues promptly, and maintain brand reputation.
- Liaised between departments (housekeeping, food and beverage, shore excursions) to ensure seamless guest experiences across all touchpoints.
- Oversaw special events, briefings, and onboard activities, including public speaking and guest announcements.
- Gained in-depth knowledge of international service standards, cultural sensitivity, and cruise/tourism specific hospitality protocols.
- Developed strong leadership, problem solving, and decision making skills in a fast paced, customer centric environment.
- Strengthened adaptability and communication skills while working in diverse, high pressure settings across various countries and itineraries.
Administration Officer - Purser
P&O Australia
Brisbane
02.2023 - 02.2025
- Served as the Officer in Charge for port clearance processes in Australia and international destinations, ensuring compliance with all maritime and customs regulations.
- Liaised with international customs and immigration officials, providing accurate and timely pre arrival information to facilitate smooth port entry and clearance.
- Coordinated and submitted detailed progress and compliance reports within strict deadlines.
- Oversaw project implementation activities, with hands on experience in financial management and operational planning.
- Worked closely with the Finance Department to manage fund receipts, initiate vote code requests, and track monthly expenditures efficiently.
- Conducted internal audits on a monthly basis to ensure procedural compliance and financial accountability within the team.
- Held responsibility for passenger safety, ensuring all individuals were accounted for before ship departures ('all souls on board').
- Acted as the ship’s primary point of contact for all external and interdepartmental communications.
- Monitored risk management procedures in alignment with the project’s risk assessment framework to maintain safety and operational efficiency.
- Provided advance reports for upcoming voyages, including guest counts, non-revenue guests, and in-transit passenger information.
- Ensured all port landings were pre approved by the relevant local port and government authorities.
- Supervised guest services operations, maintaining high standards of hospitality and front-line service.
- Coordinated the preparation of disembarkation schedules for all guests, ensuring an efficient and smooth departure process.
- Delivered briefings to terminal staff on check-in procedures and passenger flow management.
- Appointed as the Ship's Administrative Officer during dry dock periods, managing the onboarding and clearance of all contractors and external personnel.
Onboard Content Coordinator - Purser
P&O Australia
Sydney
02.2022 - 11.2022
- Led the implementation of P&O’s new guest app across all three ships in the fleet, ensuring consistency and functionality ahead of fleet-wide relaunch.
- Collaborated closely with senior management and corporate teams to prepare all vessels for operational restart post-pandemic.
- Oversaw the end-to-end planning and execution of digital projects, from initial concept through to successful deployment.
- Managed and maintained all shipboard digital content, including guest-facing screens and app interfaces.
- Acted as the primary liaison with corporate IT and management teams to troubleshoot app issues and drive continuous improvement.
- Delivered onboard training to crew members, ensuring they understood the app’s features and could assist guests effectively.
- Developed and customized ship-specific content for both the guest app and digital display systems to enhance the onboard experience.
Cabin Crew
Fiji Airways
Nadi
11.2020 - 08.2021
- Over one year of experience delivering exceptional in-flight service as part of Fiji Airways’ cabin crew team.
- Cleared to operate in Business Class and regularly supervised Economy Class operations.
- Strong knowledge of safety protocols and emergency procedures as outlined in the Cabin Crew Safety & Emergency Procedures Manual.
- Demonstrated excellence in customer service, ensuring passenger comfort, safety, and satisfaction throughout the flight experience.
- Proficient in the use of aircraft safety equipment and trained to respond effectively in emergency situations.
- Well-versed in Fiji Airways’ service standards, in-flight procedures, and the 'Travel Ready' program.
- Certified to operate on Airbus A330, A350, and Boeing 737 MAX aircraft.
Assistant Crew Manager
P&O Cruises Australia
Brisbane
02.2020 - 09.2020
- Successfully managed over 700 crew rotations, handling crew data and travel documentation for personnel from 30+ nationalities.
- Oversaw all crew-related financial transactions, including payroll distribution and onboard financial management.
- Experienced in handling multiple foreign currencies with accuracy and accountability.
- Fulfilled a wide range of administrative responsibilities, supporting efficient crew logistics and documentation.
- Collaborated closely with the Captain and ground staff to ensure timely and coordinated ship departures.
- Prepared crew documentation and clearance paperwork for all port entries and departures.
- Acted as the key point of contact for all crew finance matters onboard.
- Worked alongside the Crew Manager to support crew welfare, resolve issues, and ensure smooth operations throughout each contract cycle.
Night Manager - Purser
P&O Australia
Brisbane
02.2018 - 09.2019
- Held full responsibility for overseeing ship operations during night hours, ensuring smooth functioning across all departments.
- Conducted ship-wide security rounds and checks to maintain safety, compliance, and readiness.
- Ensured all ship systems were reset, prepared, and operational for the following day.
- Maintained clear and effective communication with management at all levels, addressing operational updates and concerns.
- Promptly acknowledged and resolved guest issues, ensuring a high standard of customer service at all times.
- Compiled and submitted daily revenue and night activity reports to senior management for review.
- Conducted nightly audits of front desk operations and ensured adherence to company standards and procedures.
- Acted as the senior officer on duty, managing guest services, emergencies, and crew matters during overnight hours.
Hotel Secretary
P&O Australia
Brisbane
05.2018 - 08.2018
- Reported directly to the Hotel Director, supporting administrative and analytical functions.
- Collected and analyzed online guest feedback, satisfaction scores, and performance metrics to assess overall hotel operations.
- Created detailed graphs and visual reports to present key data trends and insights to senior leadership.
- Conducted research and prepared written reports on guest experience, departmental performance, and service improvements.
- Provided personalized service to VIP guests, ensuring their needs were met with discretion and professionalism.
- Recorded and distributed meeting minutes for Crew Club and various revenue-generating departments onboard.
Assistant Night Manager
P&O Australia
Brisbane
11.2017 - 01.2018
- Demonstrated swift and effective response during onboard emergencies, ensuring guest and crew safety.
- Strengthened leadership skills through supervising the night guest services team and resolving complex guest issues.
- Gained in-depth knowledge in preparing accurate nightly revenue and operations reports for senior management.
- Proven ability to work efficiently under pressure and during irregular hours while maintaining service quality.
- Oversaw front desk operations, ensuring receptionists balanced their floats and completed shift duties correctly.
- Acted as the supervisor on duty, managing guest experience and operational flow during overnight hours.
Guest Relations Officer
Sheraton Fiji Resort and Spa
Lautoka, Fiji
09.2017 - 11.2017
- Provided direct guest interaction and issue resolution, ensuring a positive and personalized guest experience.
- Managed in-room amenity setups and responded promptly to guest requests and follow-ups.
- Demonstrated strong problem-solving skills both independently and as part of a collaborative team environment.
- Utilized excellent transcription and administrative skills to accurately record meeting minutes and document key initiatives.
Guest Service Operator
Seabourn Cruises
Current
- Handled guest inquiries, service requests, and onboard communications with professionalism via phone and in person.
- Managed onboard telephone and paging systems, including wake up calls and emergency communications.
- Provided accurate information on ship services, daily activities, and port logistics to enhance guest experience.
- Collaborated with ship departments to resolve guest issues promptly and maintain service standards.
- Maintained confidential records and followed cruise line protocols for data security and emergency procedures.
- Assisted with embarkation and disembarkation processes, ensuring smooth guest flow and accurate documentation.
- Supported lost and found operations, maintenance reporting, and guest follow ups for timely resolution.
- Delivered consistent, high level service in a fast paced, multicultural environment while upholding brand standards.
Education
Post Graduate - Hotel Management and Tourism Development
University of The South Pacific
Fiji09.2025
Bachelor Degree - Hotel Management
University of The South Pacific
Lautoka, Fiji10.2017
Tilak High School -
Tilak High School
Lautoka, Fiji11.2013
Lautoka Primary School -
Lautoka Primary School
Lautoka, Fiji06.2007
Skills
- Customer service
- Team leadership
- Conflict resolution
- Project management
- Cultural sensitivity
- Operational planning
- Digital content management
- Guest experience enhancement
Career Highlights
- Dry Dock, Singapore – Led administrative operations for dry dock periods, coordinating onboarding and clearance of contractors.
- P&O App, Australia – Implemented P&O’s new guest app across the fleet, leading digital project rollouts.
- Managing Diverse Team, Australia – Gained extensive international experience collaborating with diverse teams, liaising with port authorities.
- Training and Mentoring – Trained and mentored new staff, improving service standards in a fast-paced hospitality environment.
Special Achievements
- Crew Member of the Month Nominee, Brisbane, 09/01/19
- Certificate of Achievement (Cabin Crew), Fiji Airways, 01/01/21
- Thesis published at Wakayama University, Japan, Frontline workers' motivations to work, impact and stress management, 2022
Professional Highlights
- Dry Dock, Singapore, Led administrative operations for dry dock periods, coordinating onboarding and clearance of contractors.
- P&O App, Australia, Implemented P&O’s new guest app across the fleet, leading digital project rollouts.
- Managing Diverse Team, Australia, Gained extensive international experience collaborating with diverse teams, liaising with port authorities.
- Training and Mentoring, Trained and mentored new staff, improving service standards in a fast-paced hospitality environment.
Certification
- May 2019 – July 2019 | Personal Survival Techniques, Carnival Corporation & PLC UK
- May 2019 – June 2019 | Certificate of Proficiency in Survival Craft and Rescue Boats, Carnival Corp UK
- April 2019 – April 2019 | Environmental Awareness, P&O Australia December 2019 – December 2019 | Cyber Security Awareness Training, P&O Australia
- January 2018 – December 2019 | Proud to Serve, Lead and Progress, P&O Australia
References
- Ella K Bennion, Fiji National University, ella.bennion@fnu.ac.fj, +679 9096183 / +679 7443027
- Pana Buadromo, Carnival Cruises, pbuadromo@gmail.com, +679 8449554
- Kaushik Kishen Kumar, University of the South Pacific, kaushik.kumar@usp.ac.fj, +679 8634311
- Graham Willshere, Carnival Australia, gjwcasper@hotmail.com, +61 450663409
- Joeli Qereqeretabua, Fiji Airways, joeli.qereqeretabua@fijiairways, +679 7364058
- David Linehan, P&O Australia, davidlinehan76@gmail.com, PVHHODIR@pocruises.com.au, +91 8291212892
Languages
English
Full Professional
Fiji
Limited
Hindi
Professional
Timeline
Guest Service Operator
Seabourn Cruises
Current
Guest Service Supervisor
Carnival Australia
04.2025 - 07.2025
Administration Officer - Purser
P&O Australia
02.2023 - 02.2025
Onboard Content Coordinator - Purser
P&O Australia
02.2022 - 11.2022
Cabin Crew
Fiji Airways
11.2020 - 08.2021
Assistant Crew Manager
P&O Cruises Australia
02.2020 - 09.2020
Hotel Secretary
P&O Australia
05.2018 - 08.2018
Night Manager - Purser
P&O Australia
02.2018 - 09.2019
Assistant Night Manager
P&O Australia
11.2017 - 01.2018
Guest Relations Officer
Sheraton Fiji Resort and Spa
09.2017 - 11.2017
Post Graduate - Hotel Management and Tourism Development
University of The South Pacific
Bachelor Degree - Hotel Management
University of The South Pacific
Tilak High School -
Tilak High School
Lautoka Primary School -
Lautoka Primary School
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