Microsoft Office
Baptist de Souza
Client Success And Relationship Manager
Pune
Summary
Dynamic Client Relationship and Success Manager with 12 years' experience in service roles for Hotels and Hospitality organizations.
Driving top-quality customer experience and satisfaction through deploying voice of the client (VOC) expertise. Building and retaining long-term relationships by establishing positive, productive and routine communications.
Expert in increasing productivity and customer satisfaction while driving revenue and profitability for clients.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
5
5
Languages
Work History
Client Relationship Manager and Sr. Client Relationship Manager
IDeaS A SAS Company
Pune
2019.04 - Current
- Responsible for resolving client business and decision issues directly with the client via portal, phone or other communication method.
- Key responsibility includes making clients successful with the help of automated revenue management solutions on offer and continuous use of the system to leverage profitability.
- Regular engagement with key Clients like Four Seasons Hotels, Scandic Hotels, Belmond Hotels, Oberoi Hotels and Resorts, Kempinski, Orascom, Premier Inn and Travelodge.
- Resolving both operational and technical challenges with key focus on Total Revenue Management and Bottom Line Management.
- Addressed and resolved client complaints and issues to improve satisfaction.
- Adhered to sales contract agreements and high-quality service delivery by coordinating with Technology team and leveraging productive and open client communications.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
- Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Resolved problems with high-profile clients to maintain relationships and increase return customer base.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Fostered customer trust by addressing concerns and needs using targeted problem-solving.
- Retained updated knowledge of market competition and related offerings to generate preference for G3 RMS Solutions.
Sr. Associate Hospitality Revenue Optimization Analyst and Hospitality Revenue Optimization Analyst
IDeaS A SAS Company
Pune
2016.07 - 2019.03
- Analyzing data from client systems to check for accuracy of forecasts and make necessary adjustments to the forecasts when appropriate tools available.
- Resolving any business issues for the client including questions on business practices, system configuration, and system usage and monitoring.
- Interacting directly with clients via appropriate method and support the Client Relationship Managers, Sales Managers and Account Managers.
- Documentation of new processes and update existing documentation to keep it current.
- Training new and existing personnel on current processes and procedures.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Improved client satisfaction by quickly and effectively addressing inquiries and complaints.
- Analyzed customer data to identify trends and anticipate customer needs.
Customer Success Executive
Hotelsoft Inc.
Bangalore
2015.06 - 2016.07
- Providing Remote Revenue Management to two hotels in New York.
- Fully Managing Inventory and Revenue for a new Hotel in Bangalore, also assisting in setting up the hotel across Booking engine, Online Travel Agents, GDS’s and Building RFP’s.
- Independently Onboarding new properties, testing new features and existing operation environment of the RMS of the company for a chain in Hawaii with 20 odd hotels currently active.
- Also overlooking Rateshop activity for the same hotel chains.
- Creating User stories for PMS, RMS, Rateshop and CRS products of the company.
- Briefly a key member in the sales support to promote the product in international markets.
- Prepared training documents for various hotel familiarization for the Dev and Tech team.
- Creating and maintaining SOP for various operations within the company.
- Working across PMS’s like Opera, RoomMaster, RDPWin, WinHMS, Protel, Fidelio and the like.
- Familiar with tech tools like Valentina Studio for SQL and JavaScript.
- Also working with other record and progress keeping software and programs like Trello, GitHub, JIRA and communication tool Slack.
- Worked with Just in Mind tool to create UI for all the product simulation creation and communicating hotel requirements to Dev and Tech team.
- Implemented company policies, technical procedures and standards for preserving integrity and security of data, reports, and access.
- Established clear and competitive goals, growth roadmaps, and strategic business plans.
- Identified trends and assessed opportunities to improve processes and execution.
- Collaborated with back-office team members to facilitate seamless business execution.
- Located bottlenecks to streamline existing processes.
- Identified opportunities to expand or shift course to take advantage of changes in market.
Assistant Revenue Management
Oberoi Hotels And Resorts
Mumbai
2012.08 - 2015.05
- Assisting in ensuring optimum utilization of room inventory with effective forecasting and monitoring competitor performance.
- Managing all revenue and inventory management programs namely IDeaS, Rate Tiger Allocator, Global Distribution System, Online Travel Agents, and Trust.
- Maintaining group tracker to ensure maximum materialization of leads.
- Periodical report preparation to analyze and maximize revenues along with improved strategies.
- Assisting in developing various packages across seasons to boost sales and tracking performance regularly.
- Software and Operating systems: Worked on Windows OS, Opera the property management system (PMS), Micros, Oasis and MS Office and Vision.
- Assisted in preparation of presentations, data tables and other documents for investor meetings.
- Created and maintained precise and accurate models, charts and reports.
- Tracked prices, yields and other trends to correctly interpret impacts on investment programs.
Front Office Assistant
The Oberoi And Trident Hotels
Mumbai
2011.06 - 2012.08
- Primary tasks included assisting guests in checking-in and out of the hotel, familiarizing guests with hotel facilities assigning rooms, handling general and special guest requests on the counter and over the phone, porter assistance, coordinating group reservations, filing and maintaining records, report making, data management, store requisition, making reservations while focusing to exceed guest expectation every time and confirming to the LQA and The Oberoi Standards.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- I was solely responsible for sale at Tijori (the in-house boutique at the hotel) for a period of 2 months.
- Responded to inquiries from callers seeking information.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Provided clerical support, addressing routine, and special requirements.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
- Volunteered to help with special projects of varying degrees of complexity.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Trained and supervised employees on office policies and procedures.
- Professional achievements include: Rated outstanding in the annual appraisal 2015, 2014 and 2013.
- Periodical recognition by guests for exceptional services and awarded as employee of the month in March 2012.
Education
Post Graduate Diploma - International Business
Welingkar Institute of Management Studies
Mumbai 2012.01 - 2014.04
BBA - Management Studies
Mumbai University
Mumbai 2008.04 - 2011.04
Skills
Team leadership and collaboration
Certification
German language from Goethe Institute Mumbai (A1 Level)
Accomplishments
- Documented and resolved Client issues which led to Relationship and Retention
- Collaborated with cross functional teams namely Technology and Product team to deliver custom solutions for Client Business Need.
- Used Microsoft Excel to develop performance tracking spreadsheets for clients.
- Achieved client and user assurance in the Product offering by completing benefits measurements with accuracy and efficiency.
Software
Salesforce
Opera and other Hotel PMS
SQL
Client Relationship and Retention
Hotel Revenue Management Solutions
Interests
Hospitality
Automobiles
Timeline
Certified in Hospitality Business Acumen (CHBA) from HSMAI
2021-01
Certification in Hotel Industry Analytics (CHIA) from AHLEI
2020-01
Client Relationship Manager and Sr. Client Relationship Manager
IDeaS A SAS Company
2019.04 - Current
Certified Revenue Management Executive (CRME) from HSMAI
2019-01
Sr. Associate Hospitality Revenue Optimization Analyst and Hospitality Revenue Optimization Analyst
IDeaS A SAS Company
2016.07 - 2019.03
German language from Goethe Institute Mumbai (A1 Level)
2016-01
Customer Success Executive
Hotelsoft Inc.
2015.06 - 2016.07
Assistant Revenue Management
Oberoi Hotels And Resorts
2012.08 - 2015.05
Post Graduate Diploma - International Business
Welingkar Institute of Management Studies
2012.01 - 2014.04
Front Office Assistant
The Oberoi And Trident Hotels
2011.06 - 2012.08
BBA - Management Studies
Mumbai University
2008.04 - 2011.04
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