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Anuz Melwin

Anuz Melwin

Food and Beverage Associate

Followers of Anuz Melwin2000 followers
location of Anuz MelwinGurgaon, Haryana, India

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  • Timeline

  • About me

    Human Resources & Learning and Development Professional | Marriott International | Ex-American Express | Sales Enablement | Travel & Lifestyle

  • Education

    • Institute of Management and Technology Ghaziabad

      2014 - 2016
      Master of Business Administration (M.B.A.) International Business PGDM

      Master's in Business Administration

    • IHM Gwalior

      2006 - 2009
      Bachelor's Degree Front Office, Food and Bevrage, Housekeeping & Food Production Graduation

      Activities and Societies: Head of Cultural Activities Department, Volley Ball Hotel Management and Administration

    • DAV Centenary Public School, Chander Nagar, GZB.

      2000 - 2006
      High School

      Activities and Societies: Head Boy, Head of Cultural Activities Department, Cricket, Volley Ball High School and Senior Secondary Education

  • Experience

    • Trident Hotels

      Sept 2009 - Dec 2009
      Food and Beverage Associate

      Served the Banqueting Department.

    • Four Seasons Hotels and Resorts

      Jan 2010 - Feb 2012
      Concierge

      Servicing the preferences of the Guests and handling all the Concierge and Travel queries efficiently. Received numerous appreciation notes from guests.Appreciated worldwide by UICH for Guest services and numerous appreciation notes from guests.

    • American Express

      Feb 2013 - Oct 2016

      Understand Centurion Card Members in portfolio & T&LS Products to define SALES TACTICS. Increase Share of Travel Wallet (SOTW) and Spend on the card in travel with each CM in the given portfolio. Achieve /exceed customer satisfaction targets measured through Voice of Card Member (VoCM) tool. Understand Member Travel Services / TBM / ICSS existing and new product offerings, value proposition, TARGET CUSTOMER and Revenue Potential (Sales/Yield). Make recommendations for improvement to processes, technical or otherwise, to ensure maximum quality and efficiency. Develops & manages a close relationship with a portfolio of High-Value Centurion customers by fulfilling requests for all aspects (card, travel & lifestyle) of the centurion service accurately & efficiently. Execute SALES TACTICS defined by proactively and relevantly contacting the CMs (outbound sales) and/or direct the Dedicated Travel Advisor (DTA) to promote specific products (inbound sales). Actively promotes the importance & value of our preferred supplier programmes & works to enhance customer awareness of the Centurion value & benefit proposition. Create and consistent communication with key relationships (Customers, Suppliers, Dedicated Travel Advisors, Team Leaders, Administrators, Peers). Receive and acknowledge FEEDBACK (complaints & compliments) and act on it by engaging internal stakeholders (e.g. Customer Experience) to resolve any issues in a timely manner. Share opportunity areas with internal stakeholders: CE, TBM, MTS head, ICSS to develop appropriate services, and products and benefits. Improve satisfaction of the portfolio CM to achieve highest satisfaction level. Increase overall card spend/reduce CM attrition. Ensuring Senior Manager and colleagues are kept informed of daily movements and activities. Maintaining the highest level of integrity & professionalism whilst complying to compliance constraints in Face to Face situation in different locations. Show less

      • Centurion Relationship Manager

        Apr 2015 - Oct 2016

      • Lifestyle Consultant

        Feb 2013 - Apr 2015

    • American Express

      Jan 2018 - Mar 2020
      Learning and Development Manager

      Conducting Learning session across India Consumer Business, Travel & Lifestyle Services, and outsourced partnersEnd to End leading & handling North and East India Consumer Cards Sales Training including all Premium CardsPerformance analysis through quality interventions and assessments TNA to develop designing and delivery learning & development plans for Sales and Servicing Teams Career Path of New Hires and Tenured colleaguesFrequent quality checks to ensure desired brand representationExecution of complex Training Projects Conducting sessions on Soft Skills, Compliance, Consequence Management Show less

    • JW Marriott

      Mar 2020 - Dec 2022

      Leadership Excellence Programs for mid and senior leadershipLeading Brand Audits to ensure property adherence to complianceGuest Feedback Analysis to ascertain Training Needs and designing learning calendar to cover an associate base of 450 associatesConducting New Hire Onboarding and designing 30-60-90 days Orientation planManaging Training Budgets around internal and partner training programsOrganization's decision making as member of Leadership TeamConducting development program to groom new Supervisors and ManagersDriving Compliance Training at the organizationMonitor guest feedback scores and training impactMonthly Dashboard Creation of Incident Reports and Guest Feedback Show less

      • Director Of Quality

        Mar 2022 - Dec 2022

      • Manager - Quality & Training

        Mar 2020 - Mar 2022

    • Jio

      Dec 2022 - Oct 2023
      Academy Head - Jio Plus

    • FIVE Hotels and Resorts

      Oct 2023 - now

      • Cluster Director of Human Resources

        Dec 2024 - now

      • Assistant Director of Human Resources

        Oct 2023 - Nov 2024

  • Licenses & Certifications