Amaresh Kumar
Summary
An achievement-oriented professional offering 10+ years of successful career distinguished by commendable performance in Contact Centre Operations, Customer Service, Reservations, Revenue Management and Sales & Marketing
Overview
10
10
years of professional experience
1
1
Certification
Work History
Associate Director of Sales
The Indian Hotels Company Limited
05.2024 - Current
- Secured key client accounts through effective relationship-building and persuasive communication skills.
- Optimized pricing structures based on market research findings, yielding greater profitability without sacrificing competitiveness or brand image.
- Streamlined sales processes for improved efficiency, enabling faster response times to customer inquiries.
- Exceeded quarterly quotas consistently by employing effective time management strategies and prioritizing high-value prospects.
- Negotiated profitable contracts with major clients, ensuring long-term revenue growth and stability.
- Established pricing strategies to maintain competitive pricing and maximize profits.
Reservations Manager
Indian Hotels Company Limited
5 2022 - 04.2024
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Handled reservations and answered questions from interested patrons for busy 488-room hotel.
- Acted as a liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
- Coordinated group bookings for events or conferences, ensuring a seamless process from inquiry to checkout.
- Participated in industry events or networking opportunities to build relationships with travel partners or industry professionals for referral business generation purposes.
- Analyzed booking trends to forecast occupancy rates accurately, informing revenue management decisions.
Revenue Manager
Country Inn Hotels and Resorts
08.2021 - 04.2022
- Reporting to the COO at Corporate office of Country Inn Hotels and Resorts.
- Overseeing the pre-opening Country Inn Tarika Resort (Corbett), The Sardargarh Heritage Fort (Udaipur), Six Senses Fort Barbara.
- Handling Revenue Management and E-distribution for Country Inn Bhimtal, Country Inn Corbett and Country Inn Haridwar.
- Develop overall pricing strategy, in alignment with Brand Guidelines, to include all market segments and distribution channels and drive Market Share and Revenue Performance through proper pricing and mix management.
- Budgeting and Forecasting- Daily, Monthly and Yearly. Detailed segment wise analysis and designing strategic and tactical measures to drive each of them.
- Optimization of system contribution- Hotel website, Online Travel Agents and GDS bookings through data analysis and ensuring correct packages and promotions.
- Monitoring the demand, supply, rate and inventory management of rooms.
- Develop a rational and disciplined decision making process for maximizing revenue and profit whilst minimizing risk under current and anticipated market conditions.
- Works with Sales Team members to encourage strategic selection of the right piece of business, using Brand guidelines
Director
Marriott International
01.2018 - 05.2020
- Ensured optimum services and revenue is delivered to all brands, stakeholders, and customers
- Assured encouraging atmosphere for outstanding associate performance
- Achieved service excellence & ensuring associate satisfaction; focused on increasing reservation conversions, and maximizing the financial performance
- Developed and maintained close working relationship with local market and regional team; participated in market and regional meetings (sales meetings, sales events, revenue strategy)
- Maintained competent workforce through application of fair and equitable personnel practices including hiring, training, evaluating, motivating, disciplining, terminating, problem-solving and other employee related functions
- Managed Marriott Rewards customer care team and executing efficient and effective performance results
- Prepared departmental budgets and analyzing subsequent financial statements and management information reports to determine progress toward departmental goals and objectives; took proactive action to assure financial objectives are achieved
- Worked with CEC(Customer Engagement Centre) administrative support in managing call demand, forecasting, scheduling and systems infrastructure
Manager- Operations
Marriott International
05.2014 - 12.2017
- Led a group of 50 plus associates; monitored & reported accomplishments, particularly progress towards strategic objectives
- Made necessary strategic plans in order to achieve pre-decided goals
- Planned & managed center's growth and development on a regular basis; planned development of associates
- Generated new talents and focusing on their deployment in different hotels/departments suitable
- Worked with U.S Counterparts for reports like Early Warning Report, Turn Over Report, Agent's Data, Incentive Data, True-up Report and so on
- Communicated with different hotels on a regular basis in order to discuss highlighted escalations and worked towards a single goal of providing excellent customer service
- Visited different hotels to meet Hotel Managers/Directors to understand their concerns/challenges (if there is any) and build a cordial relationship by putting customers/guests of utmost importance
Assistant Manager- Operations
Marriott International
- Maintained high level of quality within Customer Engagement Centre; assisted with Human Resources Administrative duties including recruitment and selection process of associates and trained newly hired associates
- Led a group of 30 Plus associates
- Worked as Training SPOC for the centre and attended meetings with U.S counterparts to get all updates downloaded and cascade to the team
- Managed Human Resource duties including recruitment and selection of new associates
- Maintained constant communication with team members individually and as a group
- Achieved continuous team improvement in conversions, call per hour and revenue per call, while continuously focusing on meeting and exceeding the set goals
- Managed and updated personal records; monitored associates on areas of development
- Monitored and audited hotel rates and rate facts for corporate contacts by working closely with hotel's Sales and Revenue team
- Planned and managed center's growth and development considering new upcoming hotels
Education
Hospitality Trainer -
Institute of Hotel Management
Bengaluru, India 04.2001 -
Bachelor of Science - Hospitality Management
Institute of Hotel Management
Kolkata, India 04.2001 -
Skills
Contact Centre Operations Management
Customer Relationship Management
Revenue Expansion
Stakeholder Management
Customer Segmentation
Multitasking
Strategy Planning
Team Management
Employee engagement
Budgeting/ Forecasting
Certification
Advance Excel- In Progress
Special Recognition
- Certificate of Appreciation by the COO for onboarding The Sardagarh Heritage Fort Udaipur
- Certificate of Appreciation by the COO for improving the working process of Revenue Management and Reservations Department
Linkedin Profile
https://www.linkedin.com/in/amaresh-kumar-33aa8430/
Languages
English
Hindi
Hindi
Timeline
Associate Director of Sales
The Indian Hotels Company Limited
05.2024 - Current
Revenue Manager
Country Inn Hotels and Resorts
08.2021 - 04.2022
Director
Marriott International
01.2018 - 05.2020
Manager- Operations
Marriott International
05.2014 - 12.2017
Hospitality Trainer -
Institute of Hotel Management
04.2001 -
Bachelor of Science - Hospitality Management
Institute of Hotel Management
04.2001 -
Reservations Manager
Indian Hotels Company Limited
5 2022 - 04.2024
Assistant Manager- Operations
Marriott International
Advance Excel- In Progress
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