SANDEEP D.C
Hyderabad
Summary
A highly accomplished and vibrant Hospitality Professional with over 18 years of proven track record in improving Commercial Performance, Market Profile and reputation of Hotels & Resorts. Own strong business sense and ability to forecast major shifts in the market place, underpinned by an excellent commercial understanding of the business and hospitality industry. Committed to deliver top class service to guests and maintain an excellent relationship with them to pocket repeated business. An expert in running overall operations that nurture and grow business volume, cost cuts to maximize profits Consistently exceeded client expectations by improving Customer Experience, delivering service augmentations, and nurturing healthy business relations with clients for securing repeat business and long term customer loyalty Maintains strong rapport at the CXO level and best known for excellent communication, networking & influencing skills at all levels Adept in transforming individual contributors into high performing teams and delivers measurable business results. Proficient in identifying and pursuing potential business opportunities through sales blitzes and market intelligence.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
6
6
Languages
Work History
DGM- Customer Support Management
Aparna Constructions, Estates And Infra Group
10.2023 - Current
- Handling Team of 40 Members comprise of AGM’s, Managers, Assistant Managers and Executives
- Heading Customer Support Team for the company handling 45 Million Sqft in total including all residential projects
- Handling end to end all Customer Care Activities (post sales collection and customer care) for all Properties Other Than the inputs shared as mentioned below, whilst in the capacity of DGM Customer Services, have added in the short span
- Proactive & Well-versed in ad-hoc decision making; planning & control with ability to render pre & post-sales support; vital role in Channel Partners handling; Ensuring target achievement
- Preparation of all Management Monthly reports to Senior Leadership
- Timely collection triggers to the Customers
- Monitor receivable status /delinquencies followed
- Skilled in conceptualizing & implementing operations/customer servicing plans & policies ensuring accomplishment of business goals
- Complete SOP/DOA/SLA matrix for the all documentations from the customer on boarding to his Queries - routine / Non Routine & Escalations
- Zero Error ensuring all payments / interactions are logged and reported on a weekly/Monthly basis to Managing Director
- Monitor the Collections buckets to pick on defaults made
- Timely adherence for preparation and submission of MIS - CRM Deck
- Excellent business acumen combined with profound sensitivity to cultures and consumer behaviour
- Expert in streamlining processes, reactivating stagnant accounts, reversing customer dissatisfaction, and building long-term lucrative alliances
- An effective leader with distinguished abilities in managing & leading teams for running successful process operations & experience of developing service standards with latest knowledge & modern skills for ACHIEVING business excellence
- Conduct CRM training for the new joiners in the team & ongoing refreshers
- Have been a role model for team-working
- Have just not been concerned about own deliverable, but also ensures success for all team members
- Have always been driven to ensure that all concerned stakeholders achieve their objectives.
Director of Sales and Operations
JRC Conventions & Trade Fairs
10.2017 - 02.2022
- Overseeing Sales, Marketing, Revenue & Operational aspects of 2nd Largest Convention Centre in South India with 1 lakh Sq.ft conventions space
- Demonstrate brand citizenship by maintaining compliance with all required brand standards, behavior, hallmarks and license agreement mandates
- Refurbish business module by setting up Sales & Operations Team
- Coordinate daily Front of the House and Back of the House restaurant operations
- Deliver superior service and maximize customer satisfaction
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Oversaw inventory management processes to minimize waste and maintain optimal stock levels for seamless operation.
- Regularly review product quality and research new vendors
- Organize and supervise shifts
- Appraise staff performance and provide feedback to improve productivity
- Estimate future needs for goods, kitchen utensils and cleaning products
- Ensure compliance with sanitation and safety regulations
- Manage restaurant’s good image and suggest ways to improve it
- Control operational costs and identify measures to cut waste
- Create detailed reports on weekly, monthly and annual revenues and expenses
- Promote the brand in the local community through word-of-mouth , Restaurant and Convention events
- Recommend ways to reach a broader audience (e.g. discounts and social media ads)
- Train new and current employees on proper customer service practices
- Implement policies and protocols that will maintain future restaurant operations
Director of Sales India Region
Global Hospitality Services London
05.2016 - 09.2017
- Directed team of 10 for handling corporate as well as Tours & Travel Sectors
- Reported to Sr
- Vice President and successfully nurtured India Market for G-H-S London
- Identified opportunities to improve business process flows and productivity
- Held responsibility for growing outbound business of 270 global partnered hotels in terms of Revenue, Rooms & MICE
- Directed and liaised with key stakeholders and owners of partner hotels on behalf of Indian region
- Coordinated with major corporate and organized BTA's from Indian Region
- Showcased Brand among competitors by devising and implementing intensive marketing through social and print media
- Mapped and analyzed current and potential market trends, provided thought leadership in ideas and approaches for team, maintained and increased revenue to meet sales productivity challenges
- Proliferated revenue by expanding business in Chennai, Hyderabad and Bangalore - previously limited to Mumbai & Delhi.
Director of Sales SWA SS
IHG Hotels and Resorts
12.2013 - 04.2016
- Pioneered first and large, Express and Suites property with 232 rooms in South West Asia and implemented Promotional/Public Relations plan to increase Brand's visibility and recognized as Best Performing Hotel of South West Asia
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Proved successful working within tight deadlines and fast-paced atmosphere
- Accountable for the end-to-end operations viz hotel rooms, F&B Outlets, revenue streams, recruiting & training the Sales team, designing & executing sales & marketing plans/strategies, budgeting & forecasting, and conducting various social campaigns media to create brand awareness
- Developed an updated Database to maintain current/potential Accounts & Initiated Cluster marketing to track the budget
- Conducted primary research and analysis of customers and competitors for incorporating company's strategy
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Associate Director of Sales
Hilton Chennai
11.2012 - 11.2013
- Directed sales support staff in administrative tasks to help sales reps close deals
- Evaluated costs against expected market price points and set structures to achieve profit targets
- Managed and motivated sales team to increase revenue
- Established ambitious sales targets, managed deployment strategies and developed go-to-market plans to capitalize on every revenue opportunity
- Achieved dramatic sales increase by skillfully managing relationships and proactive sales approaches.
Associate Director of Sales
Accor Hotels
09.2010 - 10.2012
Education
Diploma - Hotel Management And Catering Technology
MGR IHCT
03.2001 - 05.2004
Junior College - Mathematics, Physics, Chemistry
Vignan Sudha Junior College
03.1999 - 05.2001
Skills
Sales & Marketing
Revenue Management Essential Certification (RMEC)
Accelerated Leadership Development Programme (ALDP)
Solution Selling
Negotiation Skills
Pre-Opening Specialist
Hotel Operational Efficiency
Restaurant Operations
Forecasting & Budgeting
Strategic Planning
Processes Development
Revenue and P&L
Meeting Deadlines
Analysis/Problem Solving
Customer-centric
Team Development
Organizing & Managing
Event Management
Relationship Building
Keen Observer & Learner
Account Management
New Business Development
Strategic Account Development
Coaching and Mentoring
Accomplishments
- Outpaced revenue growth by 40% from 2017 onwards (JRC Conventions)
- Enhanced business volume by uplifting corporate markets to gear-up with social engagements to reach a ratio of 50:50 in comparison to the previous 10:90 ratio, there by boosting the business volume. (JRC Conventions)
- Exceeded business margin by spreading the business activities to 3 more major cities viz Chennai, Hyderabad and Bangalore, previously limited to Mumbai & Delhi only. (GHS)
- Pioneered the prestigious project and successfully showcased it as the Best Performing Hotel in the South West Asia Region. (Holiday Inn Express & Suites)
- Core member in Pre-Opening of 4 Properties and launching 2 Brands in India
- Successfully launched Worlds first International Veg Hotel Mercure Hyderabad Abids
- Organized an Event successfully for 12,000 people. (JRC Conventions)
- Aligned the Sales and Marketing team, which was diffused earlier. (JRC Conventions)
Additionalinformation
Taj Connemara (Duration – 1 month), Taj Connemara (Duration – 6 months), FHRAI, SKAL
Timeline
DGM- Customer Support Management
Aparna Constructions, Estates And Infra Group
10.2023 - Current
Director of Sales and Operations
JRC Conventions & Trade Fairs
10.2017 - 02.2022
Director of Sales India Region
Global Hospitality Services London
05.2016 - 09.2017
Director of Sales SWA SS
IHG Hotels and Resorts
12.2013 - 04.2016
Associate Director of Sales
Hilton Chennai
11.2012 - 11.2013
Associate Director of Sales
Accor Hotels
09.2010 - 10.2012
Diploma - Hotel Management And Catering Technology
MGR IHCT
03.2001 - 05.2004
Junior College - Mathematics, Physics, Chemistry
Vignan Sudha Junior College
03.1999 - 05.2001
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