Suresh Giri

Service Operations Leadership: Lead end-to-end Pan India operations, driving CSAT, DSAT and NPS while ensuring consistent service delivery.

Customer Insights & Experience: Analyze feedback and service data to identify gaps, strengthen recovery and enhance customer experience

Operational Excellence: Ensure SOP adherence, standardization and collaborate cross-functionally to improve efficiency and outcomes.

Performance Monitoring & Control: Track key service metrics, conduct reviews and drive continuous improvement across locations

L&D Strategy Leadership: Drive capability-building initiatives aligned with business needs and on-ground challenges.

LMS Management: Own LMS ecosystem including content deployment, engagement tracking, assessments and performance analytics.

Content Development Management: Lead training content creation and assign projects across trainer network.

Training Delivery & Facilitation: Conduct and oversee training programs across regions ensuring effective knowledge transfer.

: Manage and mentor Pan India trainer team to ensure quality, consistency and scalability.

Performance-Driven Learning: Align training outcomes with business metrics and continuously enhance capability frameworks.

Front Desk Operations: Managed front desk activities, ensuring smooth check-in, check-out and guest satisfaction.

Team Supervision: Led front office associates as shift leader, ensuring efficient shift operations

Guest Handling: Resolved guest queries, special requests and on-spot escalations promptly.

Room Management: Handled room inventory, allocation and control for VIP, FIT and group bookings.

PMS & Cash Handling: Managed PMS operations, billing and foreign currency exchange transactions

Reporting & Coordination: Maintained shift reports and ensured seamless coordination across functions

Briefings & Communication: Conducted team briefings and handled guest queries via email and in person.

• Managed Front Desk Operations, overseeing FIT, Crew, and Group arrivals and checkouts.
• Proactively engaged with guests, enhancing satisfaction through personalized interactions and value-added services.
• Coordinated seamlessly with the Housekeeping team to uphold room cleanliness standards.
• Maintained meticulous records, including A&D register and C' Forms, ensuring accuracy and compliance.
• Developed proficiency in FOREX Procedure and extensive knowledge of Oracle PMS for efficient operations.

• Enthusiastically embraced roles spanning major operational departments, gaining invaluable insights into Front Office, Procurement intricacies, Housekeeping management, Food & Beverage dynamics, and the strategic prowess of Sales & Marketing.