Sahil Sethi
New Delhi
Summary
Director of Loyalty | Customer Experience, CRM & Acquisition Expert | Keynote Panel Speaker & Moderator
Awarded CX Leader by Times Now, The Indian Express, HSMAI India, The Brainalytics, LeAmanah Hospitality & Gain Skills Business Media Pvt Ltd
Overview
14
14
years of professional experience
Work History
DIRECTOR OF LOYALTY
JW Marriott New Delhi
New Delhi
03.2022 - Current
- Responsible for driving and implementation (unit level) of Marriott International’s Loyalty Program:- Marriott Bonvoy.
- Crafting bespoke guest experiences for all Elite-Tier Members, as per their Tier Entitlements.
- Work cross-functionally with Operations and Marketing teams to drive Member Enrollments, Member’s Occupancy, Member’s Penetration Rate, and Mobility Parameters to enhance the overall member’s stay experience.
- Analyze, assess and present all guest reviews (month on month) to identify key areas for improvement for all departments.
- Developed and implemented comprehensive strategies to accelerate Marriott Bonvoy and customer acquisition.
- Managed Marriott Bonvoy Marketing on social media platforms, by consistent influencer marketing, program and unit level promotions outreach.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Served as a public spokesperson at industry events or conferences.
- Implemented new technologies to streamline processes and enhance productivity.
ASSISTANT FRONT OFFICE MANAGER & LOYALTY MANAGER
JW Marriott New Delhi
New Delhi
02.2020 - 02.2022
- Responsible for both Front Office and Loyalty Operations at JW Marriott New Delhi
- Head and Lead the Pre Arrival Planning Committee every day, attended by the Executive and Leadership Team of the hotel to plan next day overall operations
- Responsible for Inventory Management, Upselling, Transportation Revenue, Executive Lounge Operations including its P&L to maximise Room Profitability for Rooms Division
- Hotel and Departmental Incharge for Guest Voice Results and Guest Experience Platforms - Mobile Check In, Mobile Keys Delivered, Mobile Chat Response Time
- One Points of Contact for all VIP’s and TOP 100 Guests at JW Marriott New Delhi
EXECUTIVE LOUNGE MANAGER
Pullman & Novotel New Delhi
New Delhi
03.2016 - 11.2017
- Company Overview: Accor’s Flagship hotel in India, with a hotel inventory of 670 rooms
- Joined JW Marriott Aerocity with the mindset to learn all aspects of Food and Beverage
- Responsible for an Inventory of 80 Club Rooms and 30 Suites with an exclusive Executive Lounge, operating 115 covers, with a daily average cover of 180
- Won Manager of the Year Award and Best Executive Lounge of the Year Award for achieving Rank 1 in India and Rank 5 in Asia Pacific in 2018 and 2019 in Guest Voice
- Achieved highest Suite and Club Occupancy in 2019 and 2020 by creating special upsell packages with Executive Lounge and Transportation Inclusions
- Earned additional revenue for Executive Lounge by offering Meeting Spaces to VVIP non-resident corporate guests and by creating a Visitor Policy for all non-resident guests during cocktail hours
- Accor’s Flagship hotel in India, with a hotel inventory of 670 rooms
DUTY MANAGER
Pullman & Novotel New Delhi
New Delhi
03.2016 - 11.2017
- Duty for both Pullman and Novotel New Delhi, managing inventory and operations for both hotels Pullman and Novotel simultaneously
- Lead the teams at both hotels at the same time ensuring Guest Satisfaction and Brand Standards at all times
- Conduct night audits on PMS (Opera and Micros) during night shifts for both hotels I.e
- Pullman and Novotel
- In charge of the department’s employee recognition and awards in coordination with the human resources and the training manager
- Departmental Trainer Specialist for Front Office, responsible for training the entire team on Front Office Standard Operating Procedures
DUTY MANAGER
Hyatt Regency New Delhi
New Delhi
11.2012 - 02.2016
- Company Overview: Hyatt’s Flagship hotel in India, with a hotel inventory of 523 rooms
- Won the NPS Champion of the Year Award in 2015 for getting maximum Guest Appreciation Forms across the hotel
- Responsible for managing operations and ensuring highest level of operating standards at all times
- Monitor High Balance Bills (Weekly basis) and Credit Limit (Daily basis) and ensure complete financial settlements in coordination with the Accounts department
- Conduct night audits on PMS (Opera and Micros) and prepare night audit reports for the General Manager and HOD’s
- As an Expert for Front Desk, Regency Club and Reservations Operations, I was assigned as a Mentor to all Hyatt Management Trainees in 2015
- Hyatt’s Flagship hotel in India, with a hotel inventory of 523 rooms
DUTY MANAGER
Hyatt Regency New Delhi
New Delhi
04.2014 - 03.2015
Hyatt Regency New Delhi
New Delhi
11.2012 - 03.2014
ASSISTANT MANAGER - RESERVATIONS
The Oberoi New Delhi
New Delhi
01.2011 - 10.2012
- Company Overview: One of the best and award winning hotels of The Oberoi Group
- Leading the Unit Reservations with a team of 8 to 10 team
- Responsible for the Inventory Management of 523 rooms and suites with a complete access to Reserve (Hyatt’s PMS)
- In charge of accurate Market Segmentation Tagging and Rate Code Configuration, in order to generate accurate revenue reports for Sales and Revenue Teams
- Track and record the commissions of all Travel Agents and OTA's in coordination with the Revenue teams
- Analyzing Profile Error reports and ensured Profile Merge once a month to reduce duplicate reservations and reduce the load from PMS
- One of the best and award winning hotels of The Oberoi Group
TEAM LEADER - FRONT OFFICE
The Oberoi New Delhi
New Delhi
01.2011 - 10.2012
FRONT OFFICE ASSOCIATE
The Oberoi New Delhi
New Delhi
01.2011 - 10.2012
Education
B.Sc. - HOTEL AND HOSPITALITY ADMINISTRATION
Institute of Hotel Management
Jaipur01.2010
Senior Secondary Education -
The Mann School
New Delhi01.2006
Secondary Education -
St. Colombus
New Delhi01.2004
Skills
- Front Office Operations
- Food and Beverage Operations
- Loyalty Operations
- Efficient on Multiple Property Management Systems
- Data and Portfolio Management
- Analytical Business Approach
- Excellent Communications Skills
- High on Emotional Intelligence
- Exceptional Team Building and Team Management
- Operations Management
- Issues Resolution
- Content Development
- Budget Management
- Talent Acquisition
- Investor Relations
- Cross-functional team leadership
- Financial Reporting
Personal Information
- Date of Birth: 12/05/88
- Marital Status: Married
Hobbies and Interests
- Travelling
- Driving
Accomplishments
- Awarded CX Leader by Times Now, The Indian Express, HSMAI India, The Brainalytics, LeAmanah Hospitality & Gain Skills Business Media Pvt Ltd
Languages
English
First Language
References
References available upon request.
Timeline
DIRECTOR OF LOYALTY
JW Marriott New Delhi
03.2022 - Current
ASSISTANT FRONT OFFICE MANAGER & LOYALTY MANAGER
JW Marriott New Delhi
02.2020 - 02.2022
EXECUTIVE LOUNGE MANAGER
Pullman & Novotel New Delhi
03.2016 - 11.2017
DUTY MANAGER
Pullman & Novotel New Delhi
03.2016 - 11.2017
DUTY MANAGER
Hyatt Regency New Delhi
04.2014 - 03.2015
DUTY MANAGER
Hyatt Regency New Delhi
11.2012 - 02.2016
Hyatt Regency New Delhi
11.2012 - 03.2014
ASSISTANT MANAGER - RESERVATIONS
The Oberoi New Delhi
01.2011 - 10.2012
TEAM LEADER - FRONT OFFICE
The Oberoi New Delhi
01.2011 - 10.2012
FRONT OFFICE ASSOCIATE
The Oberoi New Delhi
01.2011 - 10.2012
B.Sc. - HOTEL AND HOSPITALITY ADMINISTRATION
Institute of Hotel Management
Senior Secondary Education -
The Mann School
Secondary Education -
St. Colombus
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