BETTINA MADHUSUDANAN
Administration Executive
Kollam,KL
Summary
Detail-oriented Sales & Operations Coordinator with 3 years of experience in hospitality and customer operations. Skilled in coordinating group bookings, managing workflows, and enhancing client relations to drive revenue growth. Strong administrative and organizational capabilities, with proficiency in Opera PMS and Microsoft Office.
Overview
5
5
years of professional experience
Work History
Groups M&E Sales Administration Executive
PPHE Hotel Group Ltd
01.2024 - 09.2025
- Coordinated group and meetings & events (M&E) bookings, ensuring accurate room block allocation and timely documentation handover to front office and operations teams.
- Acted as a key liaison between sales, front office, housekeeping and clients, ensuring smooth execution of group stays and events.
- Managed high-volume client correspondence via email, phone and digital platforms, maintaining service standards and response timelines.
- Maintained booking records and reports using Opera PMS, ensuring 100% data accuracy and compliance with internal procedures.
- Coordinated contracts, confirmations and internal approvals for sales operations, enhancing operational efficiency.
- Assisted in upselling hotel outlets, event packages and VIP amenities, contributing to increased ancillary revenue.
Dining Host
Holmes Hotel, PPHE Hotel Group Ltd
11.2022 - 01.2024
- Acted as the first point of contact for guest inquiries and escalations, resolving issues professionally and in line with service standards.
- Served as the first point of contact for guest inquiries and escalations, resolving issues effectively while adhering to service standards.
- Assisted operational supervisors with staff onboarding and training coordination, enhancing training processes, and team readiness.
- Managed telephone and digital reservations while ensuring accurate guest records and smooth service delivery.
- Collaborated with kitchen and service teams to ensure timely service delivery, and maintain high levels of guest satisfaction.
Passenger Service Executive-British Airways
Celebi Airport Services India Pvt Ltd
09.2020 - 09.2021
- Coordinated passenger processing operations, including check-in, boarding and documentation verification, ensuring compliance with airline and immigration regulations.
- Liaised between passengers, airline crew and ground operations to resolve last minute operational challenges, ensuring smooth travel experiences.
- Supported supervisory staff by managing passenger flow, minimizing delays and contributing to a 97% on-time departure rate.
- Resolved escalated customer concerns with solutions aligned to service policies, contributing to high customer satisfaction ratings.
- Facilitated upselling of airline services and guided passengers on fare options and promotions, enhancing revenue opportunities.
Education
Msc - International Business Management
University of East London
London, United Kingdom01-2023
BBA - Business Administration
University of Andhra
India 05.2001 -
High School Diploma -
VIMALA HRIDAYA GIRLS HSS
Kollam, India 05.2001 -
Skills
Event coordination
Sales & Revenue support
Administrative support
Interpersonal skills
Operations management
Customer relations
Contract management
Accomplishments
- Best Employee Award- British Airways – Recognized for exceptional customer service
- Highest Upsell Award - Achieved record breaking upsell revenue
- Consistent Customer Praises – Received positive feedback and appreciation letters for high service standards and customer satisfaction.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Groups M&E Sales Administration Executive
PPHE Hotel Group Ltd
01.2024 - 09.2025
Dining Host
Holmes Hotel, PPHE Hotel Group Ltd
11.2022 - 01.2024
Passenger Service Executive-British Airways
Celebi Airport Services India Pvt Ltd
09.2020 - 09.2021
BBA - Business Administration
University of Andhra
05.2001 -
High School Diploma -
VIMALA HRIDAYA GIRLS HSS
05.2001 -
Msc - International Business Management
University of East London