Rohit Nair
Revenue Management Professional
Bengaluru
Summary
Director of Revenue Management A balance minded individual and can get along very well with peers and seniors alike Have excellent communication skills. Strong at data compilation & proven skills at excel. Like to look at the positives & work on processes. Certified Departmental Trainer for the Room Reservations Department Successfully completed Star 03 training (on Revenue Management) at the Shangri-La’s Eros Hotel, New Delhi. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Year Operations Trainee
Intercontinental Eros
New Delhi
07.2005 - 06.2006
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Reservations Supervisor
Intercontinental Eros
New Delhi
06.2006 - 12.2006
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Provided customers with information about availability and pricing.
- Generated and reported performance metrics to management to inform decision-making.
- Worked closely with front desk to achieve full occupancy of property.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Resolved various issues and discrepancies for customers.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Reservations Executive
Intercontinental Eros
New Delhi
12.2006 - 12.2008
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Provided customers with information about availability and pricing.
- Generated and reported performance metrics to management to inform decision-making.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Worked closely with front desk to achieve full occupancy of property.
- Maintained awareness of types of rooms available.
- Handled reservations and answered questions from interested patrons.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Resolved various issues and discrepancies for customers.
- Provided follow through on all calls with confirmations and dissemination of requested information.
Assistant Reservations Manager
Intercontinental Eros
New Delhi
12.2008 - 03.2010
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Handled reservations and answered questions from interested patrons.
- Resolved various issues and discrepancies for customers.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Maintained awareness of types of rooms available in different resort locations.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Assistant Manager- Marketing Services & Distributi
Shangri-La’s-Eros Hotel
New Delhi
04.2010 - 04.2012
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Created employee schedules to align coverage with forecasted demands.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Mentored team members to enhance professional development and accountability in workplace.
- Developed strategy to increase sales and drive profits.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Developed detailed plans based on broad guidance and direction.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Service Manager- Marketing Services & Distribution
Shangri-La’s-Eros Hotel
New Delhi
05.2012 - 05.2015
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and offer available solutions.
- Developed department processes and procedures to boost customer satisfaction.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Implemented strategies to increase customer service satisfaction ratings.
- Analyzed reports to identify areas of improvement.
- Maintained records of service transactions and customer feedback for future reference.
- Resolved customer complaints in professional and timely manner.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Analyzed reports & provided feedback to Revenue head for future strategizing.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Service Manager-Revenue
Shangri-La’s-Eros Hotel
Delhi
05.2015 - 05.2017
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Developed customer loyalty programs to increase customer satisfaction.
- Monitored room inventory levels.
- Monitored service staff performance and provided feedback for improvement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Developed detailed plans based on broad guidance and direction.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
- Trained personnel on developing key skills.
- Managed senior-level personnel working in marketing and sales capacities.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Revenue Manager
Shangri-La Bengaluru
Bengaluru
07.2017 - 07.2019
- Developed and distributed quarterly management revenue and analysis reports using proven software tools.
- Worked within core team to streamline business processes and internal controls, resulting in scalable and detailed set of procedures.
- Prepared fair value analysis for multiple-element arrangements and volume purchase agreements.
- Calculated and reconciled monthly screening revenue in accordance with established corporate terms.
- Hired, trained and managed revenue department team members and developed engaged, high-functioning performers.
- Performed month-end reconciliation and developed reporting metrics in coordination with corporate finance executives.
- Functioned productively in matrix organization across organizational levels and organized and prioritized responsibilities to meet commitments.
- Identified issues regarding delayed or incomplete payments and followed through to resolution.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Developed strategic plans for day-to-day financial operations.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
Director of Revenue Management
Taj West End
Bengaluru
07.2019 - 11.2022
- Deliver forecast accuracy to enable effective segment/pricing strategy
- Ensuring effective pricing which would make a positive impact on the Topline figures of the hotel
- Identifying need times & partnering with Sales & Marketing to generate profitable demand
- Pro-actively recognizing shifts in market demand & adjusting strategies accordingly
- Participating in business reviews & leading discussions related to revenue strategies, performance & market share
- Taking ownership & initiatives towards achieving business goals & pushing self & others for results
- Anticipating market demand & leading efforts to develop strategies
- Maintaining & analyzing all hotel revenue statistics to determine revenue opportunities
- Compiling statistical data related to market productions & specific accounts contribution to total business booked to provide a basis for an annual report as well as regular analysis reports
- Handling the departmental operations in absence of Reservations Manager
- Identifying training needs and conducting regular training classes for the Room Reservations & Sales Teams
- Keeping a tab on rates featuring on all channels & maintaining Rate Parity.
- Created financial dashboards to provide insights into key performance indicators.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Developed strategic plans for day-to-day financial operations.
Director of Revenue Management
Taj Yeshwantpur
Bengaluru
12.2022 - Current
- Deliver forecast accuracy to enable effective segment/pricing strategy
- Ensuring effective pricing which would make a positive impact on the Topline figures of the hotel
- Identifying need times & partnering with Sales & Marketing to generate profitable demand
- Pro-actively recognizing shifts in market demand & adjusting strategies accordingly
- Participating in business reviews & leading discussions related to revenue strategies, performance & market share
- Taking ownership & initiatives towards achieving business goals & pushing self & others for results
- Anticipating market demand & leading efforts to develop strategies
- Maintaining & analyzing all hotel revenue statistics to determine revenue opportunities
- Compiling statistical data related to market productions & specific accounts contribution to total business booked to provide a basis for an annual report as well as regular analysis reports
- Handling the departmental operations in absence of Reservations Manager
- Identifying training needs and conducting regular training classes for the Room Reservations & Sales Teams
- Keeping a tab on rates featuring on all channels & maintaining Rate Parity.
- Created financial dashboards to provide insights into key performance indicators.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Developed strategic plans for day-to-day financial operations.
Education
Bachelors - Hotel Administration & Hospitality
XII - undefined
Skills
Channel ManagementPreparing reports & analyzingCreative Team LeadershipResearchCommunication SkillsStrong Knowledge of OperaTraining reservations staffRecent AwardsAward for completing 05 years at Shangri-La (Since 2010)TechnologySoftwareMS Office (Word, Excel, PowerPoint), Opera, Delphi, Ideas RMS, OTA Insight & Hotelligence by Travelclick
Interpersonal Communication
Trainee mentoring
Teamwork and Collaboration
Dependable and Responsible
Self-Motivated
Analytical and Critical Thinking
Flexible and Adaptable
Excellent Communication
Additional Information
- Awards & Accolades: , Taj West End closed with Rank 01 in terms of RGI for the years 2020-21 & 2021-22. Improved Suite contribution at Taj West End from 14% in 2019-20 to 15% in 2021-22. Was part of successful launch of Regional Reservation Office at Bengaluru. Highest Room Revenue in a day at Taj Yeshwantpur in the month of February. Highest Room Revenue in a month at Taj Yeshwantpur in the month of February. Recognized by IHCL for going above & beyond in the revenue stream. Recognized by IHCL for Distribution Network of Taj West End.
Timeline
Director of Revenue Management - Taj Yeshwantpur
12.2022 - Current
Director of Revenue Management - Taj West End
07.2019 - 11.2022
Revenue Manager - Shangri-La Bengaluru
07.2017 - 07.2019
Service Manager-Revenue - Shangri-La’s-Eros Hotel
05.2015 - 05.2017
Service Manager- Marketing Services & Distribution - Shangri-La’s-Eros Hotel
05.2012 - 05.2015
Assistant Manager- Marketing Services & Distributi - Shangri-La’s-Eros Hotel
04.2010 - 04.2012
Assistant Reservations Manager - Intercontinental Eros
12.2008 - 03.2010
Reservations Executive - Intercontinental Eros
12.2006 - 12.2008
Reservations Supervisor - Intercontinental Eros
06.2006 - 12.2006
Year Operations Trainee - Intercontinental Eros
07.2005 - 06.2006
Services Delhi Institute of Hotel Management & Catering Technology - Bachelors, Hotel Administration & Hospitality
NCERT Syllabus) Army Public School - XII,