Amber Dwivedi

Experience

• 

  Jw Marriott ( Marriott International)

  May 2011 - Sept 2012

  Guest Service Associate
• 

  The Ritz-Carlton Hotel Company L.L.C.

  Dec 2012 - Oct 2013

  Guest Service Associate
• 

  Conrad Dubai

  Apr 2014 - May 2015

  Guest Services Specialist
• 

  Arvato

  Sept 2015 - Sept 2018

  Training and Quality analyst

  • Participated in pilot batch, contributing to operational process development and refinement.• Monitored inbound and outbound contacts, offering feedback for consistent quality.• Conducted deep dive analysis on detractors, identifying root causes and VOC insights.• Developed job aid documents based on RCA for performance improvement.• Drove process improvement initiatives to enhance customer metrics, particularly NPS.• Ensured team readiness by disseminating new promotions and updates.• Conducted training sessions for new hires on quality guidelines.• Facilitated calibration calls with clients to ensure policy adherence.• Created dashboards for weekly performance review, showcasing key metrics.• Managed inbound contacts to improve service delivery and knowledge retention. Show less

• 

  Radisson Gurugram Sohna Road City Center

  Feb 2019 - Dec 2020

  Sales And Marketing Specialist

  • Identify and address training needs through job analysis, career paths, and consultations.• Develop training manuals aligned with organizational objectives to enhance performance.• Evaluate organizational performance to drive sales and productivity improvements.• Facilitate strategic training sessions fostering cohesive team environments.• Create tailored curricula maximizing training impact on sales outcomes.• Manage resources effectively to develop and deliver high-quality training programs.• Stay updated on industry trends to enhance training methodologies.• Serve as a key point of contact, facilitating communication and collaboration.• Assist with hotel conversion projects, ensuring adherence to brand standards.• Manage guest feedback and maintain brand standards during conversions.• Create and manage brand-specific materials aligning with brand guidelines.• Maintain information flow by managing executives' calendars and providing regular updates.Highlights:• Enhanced guest engagement, achieving a 49% increase.• Improved staff engagement, reducing attrition by 12%.• Elevated TripAdvisor hotel rating to top 10 in Gurgaon within 2 months.• Launched Luxe Wheel initiative during the pandemic.• Hosted successful events to promote brand awareness and drive revenue growth. Show less

• 

  GirnarSoft

  Dec 2020 - Dec 2021

  AM Sales & Marketing

  • Focus on both online and offline liquidation strategies.• Establish partnership avenues between the dealership community and the organization.• Identify and onboard new clients to expand the customer base.• Manage the entire sales lifecycle from lead generation to contract closure.• Onboard dealers for used car auctions.• Provide training to channel partners to enhance their effectiveness.• Resolve conflicts between dealers and the organization.• Identify appropriate parameters and performance measures for contractual commitments.• Conduct offline events such as Car Melas in various cities to boost sales.• Prioritize dealer retention and increase sales through targeted strategies.• Organize both online and offline auctions to maximize sales opportunities.• Consistently meet or exceed sales quotas to drive revenue growth.• Supervise and guide the sales team, providing incentives for achieving sales targets.• Monitor the performance of the sales team to ensure efficiency and effectiveness.Highlights:• Successfully onboarded over 700 dealers in just 5 months, achieving the highest onboarding percentage to date.• Organized Car Melas in various cities, leading to a significant increase in sales through both offline and online auctions.• Implemented strategies to improve the Net Promoter Score (NPS) ranking from -42% to 54%.• Sold 1380 luxury and economy used vehicles within a single year, demonstrating effective sales management.• Expanded operational capacity by adding 7 new parking yards across multiple cities, each capable of accommodating 1500 vehicles. Show less

• 

  Royal Orchid Hotels

  Dec 2021 - Jan 2023

  Marketing Manager

  • Managed day-to-day marketing operations at Regenta Suites Gurugram.• Served as the marketing manager for various Royal Orchid and Regenta hotels in the North, encompassing properties such as Regenta Place GreenLeaf Manali, Regenta Resort Bharatpur, and more.• Assisted in conceptualizing and executing internal and external promotional campaigns.• Evaluated and facilitated the hotel's engagement in diverse sales channels and event booking centres.• Directed and supervised all Group and Leisure Sales activities to optimize revenue generation.• Developed and implemented a regional marketing strategy to meet budgetary objectives.• Successfully enhanced the brand's visibility and managed relationships with advertising agencies and partners.• Oversaw budgets for advertising, marketing, and promotions.Highlights:• Elevated the hotel's online reputation, securing the top position on TripAdvisor from an initial ranking of 357 out of 1175 hotels in Gurugram.• Achieved a substantial increase in the Net Promoter Score (NPS) from 0 to +62.3%.• Introduced new revenue streams by promoting rooms for late-night party venues.• Spearheaded the successful launch of multiple new properties in the northern region, expanding the brand's presence and market penetration. Show less

• 

  Ramada By Wyndham Gurgaon Central

  Mar 2023 - Jul 2024

  Marketing Communications Manager

  • Crafted and implemented effective marketing strategies, driving business growth and enhancing brand visibility, leading to a notable surge in website traffic and direct bookings.• Executed innovative campaigns to engage customers and amplify sales, utilizing Google Ads and social media platforms to maximize online presence and target audience reach.• Collaborated with cross-functional teams to ensure unified marketing efforts and consistent brand messaging, while monitoring market trends and competitors to maintain competitiveness in the hospitality industry.• Managed the hotel's participation in diverse sales channels and assessed ROI on marketing initiatives, efficiently allocating budgets for advertising, promotions, and events to optimize outcomes.• Directed public relations and media communications to elevate the hotel's reputation, resulting in substantial growth in social media followers and Google My Business performance.• Generated revenue from event aggregators like Wedmegood, Venuelook, Venuemonk, and Wedding Wire, achieving significant ROI percentages across the board.Highlights:• Witnessed remarkable website traffic growth, with a 51% increase in unique visitors over the past three years.• Demonstrated consistent growth in direct bookings, showcasing a promising start with a 354% increase in bookings till March 2024.• Achieved a substantial 231% increase in FNB aggregator sales productivity. • Experienced an exceptional 22,028% growth in social media page reads.• Attained a remarkable 663% increase in overall Google My Business performance compared to the previous year.• Secured substantial revenue from wedding aggregators, with notable ROI of 1682% percentages across various platforms. Show less

• 

  Accord Hotels & Resorts and Kaldan samudhra palace

  Jul 2024 - now

  Marketing Communications Manager