Photography, music, health and wellness
Manish Nayyar
Airlines/Hospitality
Gurugram,HR
Summary
Enthusiastic self motivated professional eager to contribute to team success through attention to detail and excellent organizational skills. Clear understanding of customer services and operations. Motivated to learn, grow and excel in Hospitality Industry.
Overview
3
3
Certifications
5
5
years of post-secondary education
23
23
years of professional experience
Work History
Self Employed
self employed
08.2012 - 11.2019
- Delegated quality hospitality services during self employment through the corridors of small to medium sized guest house and related endeavors.
- Analyzed and Developed specific goals and plans to prioritize, organize, and accomplish the work for Cost control.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
Airport Services Manager
Lemon Tree Hotel
Gurugram, Haryana
01.2012 - 07.2012
- Established efficient workflow processes, monitored and implemented modifications to improve overall effectiveness of personnel and activities arising with customers at the airport, in order to retain customer confidence and loyalty.
- Integrated logistic systems into company processes to improve operations.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Client Services Manager
Royal Indian Voyages (P) Ltd
12.2010 - 12.2011
- 2years/1month).
- Assessed and Improved service by communicating and assisting individuals to understand guest needs, providing Guidance, Feedback, and individual Coaching when needed.
- Managed Transport vendor through Facilities Management firm and Encouraged timeliness and quality of transport provided to the guests, Monitored quality of service level indicators to improve all the services provided by the Vendors.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Duty Manager
Gulf Air
01.2006 - 11.2010
- Used airlines industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Effectively supervised staff of 15 to 20 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Defined clear targets and objectives and communicated to other team members. Mediated and Inspected customer complaints and claims.
- Mentored new employees while supporting complex dedicated suite of products and services and adhered to ground operations and customer services guidelines to maintain total compliance.
Senior Customer Services Officer
Air Canada
12.2004 - 01.2006
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Guided team members with clear directions, timelines, and feedback.
- Resolved baggage mishandling issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
Senior Station Assistant
Srilankan Airlines
07.2001 - 12.2004
- Worked closely with the station manager to maintain optimum levels of communication to effectively and efficiently complete operational tasks.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Resolved problems, improved operations and provided exceptional service.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Actively listened to customers, handled concerns quickly and escalated major issues to the management.
Customer Services Officer
Saudi Arabian Airlines
03.1996 - 07.2001
- Managed the problems arising such as delays, disruptions, excess baggage or denied boarding, within the guidelines.
- Ensured the expeditious and accurate completion of all post flight activities including dispatch of messages, documentation and completion of station file.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
Post Graduate Diploma - Tourism Management
Annamalai University
01.1996 - 01.1997
Bachelor of Commerce - undefined
University of Delhi
01.1992 - 01.1995
Diploma - Hospitality, Travel & Tourism
Indian institute of entrepreneurship & management
01.1995 - 01.1996
Diploma - International Airline and Travel Management
Trade Wings Institute
Skills
Attention to Detail
undefinedCertification
Certificate of Basic Aviation Security, Advance Fraud Detection and Dangerous Goods for Passenger Handling - 10days
Affiliations
Member of International Naturopathy Organization, New Delhi - (INO/HR/12141). Life member International Society for Krishna Consciousness - (UDH) 667
Interests
Accomplishments
- Resolved specific security threat issue and flight disruptions which led to smooth operations and thus saving ground time and cost to the company.
- Supervised team of 20 staff members.
- Awarded 3rd prize by Ministry of AYUSH for the online article writing contest on benefits of yoga and the alternate system of medicine.
Timeline
Diploma in Holistic Living from Bhartiya Vidya Bhawan - 1 year
08-2017
Certificate of Participation in Yoga for health promotion - 4 months
07-2016
Self Employed
self employed
08.2012 - 11.2019
Airport Services Manager
Lemon Tree Hotel
01.2012 - 07.2012
Client Services Manager
Royal Indian Voyages (P) Ltd
12.2010 - 12.2011
Certificate of Basic Aviation Security, Advance Fraud Detection and Dangerous Goods for Passenger Handling - 10days
11-2006
Duty Manager
Gulf Air
01.2006 - 11.2010
Senior Customer Services Officer
Air Canada
12.2004 - 01.2006
Senior Station Assistant
Srilankan Airlines
07.2001 - 12.2004
Customer Services Officer
Saudi Arabian Airlines
03.1996 - 07.2001
Post Graduate Diploma - Tourism Management
Annamalai University
01.1996 - 01.1997
Diploma - Hospitality, Travel & Tourism
Indian institute of entrepreneurship & management
01.1995 - 01.1996
Bachelor of Commerce - undefined
University of Delhi
01.1992 - 01.1995
Diploma - International Airline and Travel Management
Trade Wings Institute
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