Ishaan Malik

In my role, I am responsible for driving the service mindset & ensuring a customer-centric organization along with supervising and overseeing the strategy, planning, and execution of the organization’s overall customer-centricity goals including liaising with the Leadership to ensure all the teams contribute to providing customers with a best-in-class experience across all touchpoints. Directly responsible for outlining and achieving how customers perceive the company while driving higher customer satisfaction, and customer retention. Additionally, I also drive the patient-centricity agenda globally through the implementation of the patient-centricity strategy, capability building of our employees, and building governance around the functioning of the Patient Awareness Councils across the organization.

• I am responsible to Develop, drive and monitor Customer Experience vision, strategy, road map and execution thereby facilitating necessary capabilities in sustaining cultural change in the organization.
• Drive and sustain Net Promoter Score and Benchmarking Program, including end-to-end operations of designing and executive feedback mechanisms, driving analytics on customer experience, and enabling actionable improvements.
• Ensure the company remains adept with the global hospitality changes by redesigning unit level experience across touchpoints based on customer journey mapping, service quality reviews, and measure and recommend improvement opportunities by benchmarking externally on experience, quality, speed cost, and compliance.
• Map, manage and translate the customer journey into a logical sequence by leveraging program initiatives, integrated projects, and capability to measurable business value.

• Develop & implement Hospitality and Operations strategy ensuring incremental sales, guest satisfaction and high profitability.
• Responsible for budgeting, forecasting and computing monthly & annual expenses and capital budget for the departments including Business Plan.
• Drove year-over-year business growth while leading operations, strategic vision and long-range planning. Increased the revenue of business vertical by 250% in 1 year.
• Prepared annual budgets with controls to prevent overages.
• Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
• Evaluated suppliers to maintain cost controls and improve operations thereby reducing costs by 25%.
• Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
• Developed effective business plans to align strategic decisions with long-term objectives.
• Designed a modern employee recognition program which boosted productivity and improved morale there by having a 2% attrition within the team.
• Assessed reports to evaluate performance, develop targeted improvements and implement changes.

• Achieved profitability of 82% for the Rooms Division & 68% for the Health and Wellness Centre by implementing cost-saving initiatives that addressed long-standing problems.
• Manage and lead a team of 12 Managers, 25 Supervisors and 225 associates to monitor all the departmental functions
• Responsible for forecasting and computing annual expense and capital budget for the departments (Front Office, Housekeeping and Spa)
• Monitor, analyze and control departmental P & L’s and related expenses/costs to ensure higher profitability
• Proactively identify and resolve guest related issues on the highest priority to maintain guest satisfaction at all times.
• Ensure optimum training, growth and career development are provided for the team members at all levels
• Create and sustain a dynamic environment to increase retention and motivate high performance amongst the team members
• Manage Industrial Relations to ensure smooth functioning of the hotel / departmental operations.
• Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.

Dec’14 – Oct’15 - Front Office Manager at ITC Kakatiya, Hyderbad

Sep’12- Dec’14 - Assistant Front Office Manager at ITC Maurya, New Delhi

Jul’09 -Aug’12 - Assistant Manager Front Office at ITC Mughal, Agra