Bibiana Das

Experience

• 

  Clarks Innn Group of Hotels

  Jun 1982 - Nov 1990

  Sr. Asst Manager PR & Sales

  To manage the Front Office operations of the hotel comprising of Reception, Cash, Information Desk, Bell Desk, Telephone Exchange and Lobby. Passing important Sales leads to the Sales Team and enhancing in-house sales by promoting the various F&B outlets. The job also required effective coordination with internal departments, arranging welcome ceremonies for VIP’s and Dignitaries.

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  Pushpak Travels

  Jul 1993 - Nov 1994

  Branch Manager

  To set up the travel agency which involved employing and training Staff, networking with domestic airlines for ticket stock, Sales, Marketing, Advertising, selecting Sub Dealers for expansion of business, Credit Control, Negotiating prices with International Airlines, Inbound and Outbound tours, Cargo and to look into new avenues for promoting business in the best interest of the company.

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  Jet Airways

  Dec 1994 - Jul 1995

  Supervisor - Customer Service and Ops

  Ensure on time, safe and efficient flight opsRamp ManagementEffective handling of resourcesSeamless handling of VIP's and Dignitaries and passengers with reduced mobilityPreparing load and trim documentsFlight Catering

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  Essar

  Mar 1997 - May 1998

  Customer Care Executive

  Independently handling the entire subscriber base at Jodhpur, which involved activations and de-activations, Customer complaints and queries, Credit Management, Co-ordination with other departments, promoting dealer sales, dispatch of bills and training dealer staff.

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  Indus valley Ayurvedic centre

  Feb 2001 - Feb 2002

  Manager Operations

  Overseeing the operations of the Front Office, Housekeeping, Food & Beverage, Security, Library, Purchases and Inventory. I was also responsible for working out special rates and packages for various treatments. Since it was a new set up, I prepared Standard Operating Policies for the organization, besides Job descriptions for the various departments.

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  Clarks Innn Group of Hotels

  May 2002 - Dec 2005

  Manager Business Development and Front Office

  Organising events, handling special requests, negotiating rates for room/banquets/conferences; liaising with government/commercial houses for new business and ensuring retention of old clients. Preparation of reports, overall effective management of the Front Office which comprised of Reception, Cash and Information Desks, Telephone Exchange, Lobby Management, Reservations.

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  IL&FS, Hyderabad

  Oct 2005 - Dec 2005

  Instructor (for Infosys)

  Imparting training on Soft Skills and Business Communication at INFOSYS, Hyderabad

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  THE CATHOLIC HEALTH ASSOCIATION OF INDIA (CHAI)

  Jan 2006 - Dec 2007

  Programme Officer

  I was responsible for the Planning, Monitoring, Evaluation and reporting of all projects funded by various funding agencies. Was Project in-charge for several Disaster and Communicable diseases projects and had the privilege to work on a project funded by UNICEF. The project aimed at reducing mortality rate in children from birth to 5 years of age in Andhra Pradesh as the state reported the highest mortality rate in India.

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  GMR Hyderabad International Airport Ltd

  Jan 2008 - Nov 2022

  Head - Airport Service Quality and Process Excellence

  I handle the following functions:• Complaint Management Cell• Airport Service Quality and enhancing passenger experience at the airport• Employee Engagement- Great Place to work initiatives• Training of team members and stakeholders at the airport• Implementing Public Announcement Policy• Preparing Training Modules for the GMR Aviation Academy and train employees at other GMR airports.• Succession planning• Enhancing employee skills• Lost and Found department• Support Operations Show less

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  GMR Group

  Jan 2008 - Jul 2011

  Manager -Training

  Responsible for training the Terminal Operations team in all aspects of Airport Operations, i.e. Technical and Behavioral, Customer Service or through other training needs identified through a yearly training calendar, on the job assessment, feedback from reporting managers, gap analysis, talent management for second and third level positions, etc. Training on Airport Service Quality is also imparted by me to Regulatory Bodies such as Central Industrial Service Force (CISF), Immigration, Customs, Stakeholders and Service Providers. Preparing training modules for the GMR Aviation Academy and delivering the same at Male airport in Maldives and Delhi airport. Show less

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  GMR HYDERABAD INTERNATIONAL AIRPORT LIMITED

  Jan 2017 - Nov 2022

  • Head-Terminal Operations

    Oct 2019 - Nov 2022

  • Head | Airport Service Quality and Process Excellence

    Jan 2017 - Nov 2022