Rohit Nair

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.

Summary

Overview

Work History

Year Operations Trainee

Reservations Supervisor

Reservations Executive

Assistant Reservations Manager

Assistant Manager- Marketing Services & Distributi

Service Manager- Marketing Services & Distribution

Service Manager-Revenue

Revenue Manager

Director of Revenue Management

Director of Revenue Management

Education

Bachelors - Hotel Administration & Hospitality

XII - undefined

Skills

Additional Information

Timeline

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