Summary
Overview
Work History
Education
Skills
Internship
Accomplishments
Certification
Languages
Timeline
Generic
Soumyadip Gupta

Soumyadip Gupta

Kolkata

Summary

Hospitality Consultant with over 12 years of hotel experience and 2 years of Functional Consultant experience focusing on Consulting and Analysis, Solution Design, Training and Support and Continuous Improvement. Successfully assist end-user with complex functional Sales and Distribution related issues. Communicates concepts clearly and professionally for end-user.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Associate IT Consultant

ITC Infotech
Kolkata
01.2022 - Current
  • L2 Sales and Distribution Support for Global Hotel Chain comprising of more than 6000 hotels
  • Working on Incidents raised by end user on Service Now
  • Coordinate with Global L1 hubs related to Sales and Distribution issues and other Support teams working for the Client
  • Coordinate with Client in ensuring faster resolution for end-user
  • Analysing and investigating using Client CRS tools to provide resolution to the end user
  • Analysing, coordinating and communicating to end users with regards to Major Incidents
  • Ensure SLAs are met and escalations are minimised
  • Training and development of new team members
  • Ensuring CSAT scores are achieved as per target
  • Mangement of Knowledge Base through Knowledge Feedback Taks(KFT) for Sales and Distribution topics for support hubs
  • Onboarding of new joinees
  • Quality Analysis of Ticket Handled
  • Weekly and Monthly Data Analysis of Tickets Handled

Assistant Manager Front Office

Hyatt Regency
Kolkata
02.2020 - 01.2022

Duty Manager

Taj Yeshwantpur
Bengaluru
10.2015 - 12.2019

Assistant Manager Front Office

Park Hyatt
Chennai
02.2014 - 05.2015

Assistant Manager

Hyatt (Now Hyatt Centric MG road)
Bengaluru
08.2012 - 02.2014

Management Trainee

IHHR Hospitality Private Ltd.
New Delhi
10.2010 - 08.2012

Hotel Operational Trainee

ISTA (Now Hyatt Gachibowli)
Hyderabad
07.2009 - 09.2010

Education

Bachelor of Arts - Hospitality Administration

Institute of Advanced Management
Kolkata
09-2009

Bachelor of Arts - Hospitality Administration

Napier University
Edinburgh, Scotland
09-2009

Skills

  • In depth analysis of incidents
  • Major Incident handling
  • Coordination with Global Hubs
  • SLA adherence
  • CSAT score achievement
  • Knowledge Management
  • Analysis of Client's Central Reservation System(Central Database)
  • PMS Opera V5 (Front Office Operational)
  • RESERVE (Reservation Software for Hyatt Hotels)
  • Hotel Front Office Operations
  • Guest Handling
  • MICE group handling
  • NPS achievement
  • Upselling
  • Training and Buddying

Internship

  • 24 weeks Industrial Training at ITC Maratha Mumbai from May 2007 - October 2007

Accomplishments

  • Reached the Managing Director’s Club in the STARS Programme for Guest Satisfaction with IHCL for the year 2016, 2017, 2018 ▪
  • Reached the Area Director’s Club in the STARS Programme for Guest Satisfaction with IHCL for the year 2019
  • PAT on the BACK received from ITC Infotech for Aug 2022 and May 2023
  • Performer of the Quarter received from ITC Infotech for April 2023
  • Certificate of Recognition received from ITC Infotech for Aug and Nov 2023

Certification

  • ITIL V4
  • Business Intelligence using Power BI

Languages

English
First Language
Hindi
Proficient (C2)
C2
Bengali
Proficient (C2)
C2

Timeline

Associate IT Consultant

ITC Infotech
01.2022 - Current

Assistant Manager Front Office

Hyatt Regency
02.2020 - 01.2022

Duty Manager

Taj Yeshwantpur
10.2015 - 12.2019

Assistant Manager Front Office

Park Hyatt
02.2014 - 05.2015

Assistant Manager

Hyatt (Now Hyatt Centric MG road)
08.2012 - 02.2014

Management Trainee

IHHR Hospitality Private Ltd.
10.2010 - 08.2012

Hotel Operational Trainee

ISTA (Now Hyatt Gachibowli)
07.2009 - 09.2010

Bachelor of Arts - Hospitality Administration

Institute of Advanced Management

Bachelor of Arts - Hospitality Administration

Napier University

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Soumyadip Gupta