Saurabh S Thapa

Experience

• 

  The Grand New Delhi Hotel and Residences

  Jun 2009 - Mar 2010

  Front Desk Agent

  - Have thorough knowledge about PMS, Opera (Version 5.0) Worked over 2 years- Successfully handling Front Desk, Guest Relations, Cashiering and all the duties and responsibilities those come with it.- Successfully taking Check- Ins, Check – Outs , Escorting and Rooming the guests ,Airline Crews- Acknowledging the guests, guest requests and complaints and promptly acting to get them resolved.- Making sure that my team and I effectively follow the company policies and procedures - Handling the reception and taking group Check-ins / Check-Outs Show less

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  Hyatt Regency

  Apr 2010 - Apr 2011

  Front Desk Officer

  - Have thorough knowledge about PMS, Opera (Version 5.0) Worked over 2 years- Successfully handling Front Desk, Guest Relations, Cashiering and all the duties and responsibilities those come with it.- Successfully taking Check- Ins, Check – Outs , Escorting and Rooming the guests ,Airline Crews- Acknowledging the guests, guest requests and complaints and promptly acting to get them resolved.- Making sure that my team and I effectively follow the company policies and procedures - Handling the reception and taking group Check-ins / Check-Outs Show less

• 

  Starwood Hotels & Resorts Worldwide, Inc.

  May 2011 - Jun 2014

  - Improving conversion/sales- Analyzing the quality performance and making the action plans for improvement- Controlling the AHT and improving customer satisfaction (CSAT)- Conducting compliance checks to monitor the malpractices- People development leading to high percentage of promotions - Maintaining the decorum and company ethics- Weekly wins and challenges and other reports- Making monthly stacks- Coordinating with all the Starwood properties and handling escalations- Talent Development – Identify, coach and train associates to be multi skilled through introducing them to other aspects not just in their core jobs of handling calls and emails but making them into a better and responsible human being as well by handing them jobs and responsibilities that are out of their comfort zone.•Make sure that we are able to perform and reach our set targets of Conversion, Quality, AHT and customer service through continuous coaching and training of all associates.•Work closely with the management to introduce new ideas to drive correct behaviors to support Starwood’s objectives and work closely with all associates to get the minimum standards set by the company by sharing their performance on a regular basis.•Support the MARS service by making sure that we are able to sell the properties at their maximum output not only through calls but RMS as well through continuous coaching and support.•Work towards further improving the mindset of team members on how they do their job and treat them with respect and fairness and care about their well-being by providing them with utmost support and care.•Interaction with hotels across India to bridge the gap supporting not only CCC to generate sales for the properties but to be on the same page as the hotel itself through various mediums.•Suggest new ideas and ways on how to improve communication and smooth flow of interaction between CCC and various other hotels across India so as to insure a flawless transition. Show less • Taking inbound guest calls in order to facilitate their needs for an accommodation at our various hotels and providing them with optimum levels of Guest Satisfaction, so that it may result in a sale and the guests have a great experience staying with us.• Handling Guest queries over the e-mail process and ensuring that the requests are looked after in an orderly manner.• Making sure that I am able to reach the sales and quality targets set by the company.• Have also received an appreciation e-mail by a guest for helping him with his requests and resolving his query in a timely and a professional manner.• Ensuring that my fellow colleagues feel comfortable in all situations, whilst gaining their trust in myself Show less

  • Team Lead - Reservations

    May 2013 - Jun 2014

  • Reservation Sales Executive

    May 2011 - May 2013
• 

  Starwood Hotels and Resorts - Customer Contact Centers, Asia Pacific

  Jun 2014 - Jan 2016

  Specialist - GDS (South Asia)

  - Implement GDS performance/market share reports utilizing Agency360 data.- Provide performance reports such as Market Profiles and GDS Production Reports to help the properties in South Asia region understand their position more effectively.- Strengthen GDS support in South Asia region through continued process of hotel audits.- GDS training sessions and partnership with Regional teams and properties. - OpenHOT: In conjunction with appropriate teams, exercise continuous improvement to pre and post opening (New Hotels) GDS processes (including but not limited to providing channel intelligence, property audits, advertising and marketing input) to ensure properties have the best opportunity to ramp up quickly within the GDS channel.- Revenue Generation: Generating and running reports to understand how the market works, understanding the production trends and in turn advising the properties within South Asia, supporting other regions as well if the need be, on how to use the data to improve revenue generation through the GDS channel.- Hotel Engagement: Increase hotel knowledge and engagement, through effective support to properties within South Asia region regarding all their queries related to the GDS channel by reaching out to them not only via emails, but calls and inviting them to attend webinars so as to better facilitate their needs at the property level and help answer their questions, so as to drive greater results in the near future- GDS Marketing: Provide subject matter expertise to properties for GDS channel, including implementation of advertising campaigns, ROI reporting where appropriate and competitive advertising research.- Competition: Monitor and gather competition activity in GDS relevant markets and suggest changes where ever applicable.- Education/Channel Awareness: In addition to webinars, provide enhanced in-person training workshops to raise awareness of GDS channel Show less

• 

  Marriott International

  Jul 2016 - Oct 2018

  - Analyze and interpret data such as demand, seasonality, pace information, property revenue performance, segmentation, market performance, displacement, and customer buying habits and behavior.- Formulate pricing, restrictions and authorizations, optimal mix, and sales and positioning strategies for all customer segments and sub-segments.- Provide recommendations along with all of the information and data necessary to develop property business plans, marketing communication plans, and budgets.- Support the annual goal setting process.- Critique the results of all pricing, strategy decisions, and marketing / business plan initiatives, goals and strategies, and provide feedback and recommendations for improvement in the future.- Ensure competitive assessments are done periodically and pricing and inventory actions are taken based on updated positioning.- Complete monthly revenue projections and communicate projections and need dates. Show less - Provide support for the Global Rate Support Team (GRST) to manage rate related inquiries and GDS help desk inquiries.- Implement GDS performance/market share reports utilizing Agency360 data.- Provide performance reports such as Market Profiles and GDS Production Reports to help the properties in South Asia region understand their position more effectively.- Strengthen GDS support in South Asia region through continued process of hotel audits. - GDS training sessions and partnership with Regional teams and properties. - OpenHOT: In conjunction with appropriate teams, exercise continuous improvement to pre-and post-opening (New Hotels) GDS processes (including but not limited to providing channel intelligence, property audits, advertising and marketing input) to ensure properties have the best opportunity to ramp up quickly within the GDS channel. - Revenue Generation: Generating and running reports to understand how the market works, understand the production trends and in turn advice the properties within South Asia, supporting other regions as well, on how to use the data to improve revenue generation through the GDS channel. - Hotel Engagement: Increase hotel knowledge and engagement, through effective support to properties within South Asia region regarding all their queries related to the GDS channel by reaching out to them via emails, calls and inviting them to attend webinars to better facilitate their needs at the property level and help drive greater results. - GDS Marketing: Provide subject matter expertise to properties for GDS channel, including implementation of advertising campaigns, ROI reporting where appropriate and competitive advertising research. - Education/Channel Awareness: In addition to webinars, provide enhanced in-person training workshops to raise awareness of GDS channel. (HotStarts held at various venues including Bangkok – Thailand, Gurgaon – India, Guangzhou – China Show less

  • Revenue Manager - Cluster

    Jan 2018 - Oct 2018

  • Specialist - GDS/GRST (South Asia) - India, Maldives, Bangladesh, Bhutan, Nepal & Sri Lanka

    Jul 2016 - Jan 2018
• 

  The Den, Bengaluru

  Oct 2018 - Jul 2019

  Revenue Manager (HOD) - 226 Keys Luxury Hotel

  - Update and manage selling strategies in all available distribution channels and reservation sources.- Optimize ADR & RevPAR by analyzing and forecasting demand and establishing effective selling strategies, oversell strategies, and optimal market mix.- Work with the hotel General Manager, Director of Sales + Marketing and hotel team to establish strategies to increase revenue.- Conduct ongoing competitor price and product analysis to ensure proper rate positioning and product offering relative to competition.- Actively participate in all pricing decisions for transient & group segments.- Conduct regular Forecasts as required by segment (weekly, monthly for the running 12 month)- Facilitate regular Sales and Revenue Strategy meetings with key stakeholders.- Contribute to the financial success of the hotel via leading the annual budgeting process by defining the ideal business mix and channel mix strategy.- Generate and distribute daily, weekly, and monthly revenue management reports and present results from all segments including internet channels aimed to analyze and action on Future& Past- Complete room revenue forecasts. Ensures Total Revenue Forecasts are accurate within 3 to 5%.- Serve as the point-person for the functionality and optimization of all Reservations/Revenue department technology, including PMS, CRS and RMS.- Serve as Revenue Management Culture Ambassador across the function within the hotel spreading the most relevant updates in area of revenue management from the HQ and owning company.- Responsible for ensuring the group quotations follow the marked strategy and performs related displacement analysis.- Maintain historical statistical data from all distribution channels, in all market segments & ensure quality of data is checked on a regular basis (correct segmentation, denials tracking, etc.) - Openly and proactively communicates strategic recommendations to key commercial stake holders. Show less

• 

  91Springboard

  Jul 2019 - Sept 2020

  Hub Operations Manager

  Business Development :- Partner with Sales & Marketing team to deliver optimal hub occupancy level.- Ensuring quality and accuracy of data in Sales CRM- Solving for member expansion needs in partnership with sales team.- Delivering Hub P&LTeam Management:- Working with Regional Manager to firm up recruitment plan to ensure business continuity.- Managing team delivery by setting goals for the team and periodic review with timely feedback.- Identify individual team member’s development needs and plan for training accordingly.- Mentoring the team on 91s purpose and valuesHub Operations:- Ensuring overall Invoice accuracy and timely issue resolution.- Maintaining accurate hub MIS- Ensuring Accounts receivable at hub level is in control.- Ticketing- Change management of policy communication etc.- Monthly Budgeting- Monthly P&L- Monthly Hub Report- Market Intelligence Show less

• 

  IGT Solutions

  Sept 2020 - Sept 2021

  Manager - Service Delivery & Operations (Hotels) - Accor Group

  - Overall operations management- Managing High Priority / Escalation tickets- Driving process Improvement & Standardization initiatives- Stakeholder Management ( Internal & External) - Proactive communication respect to potential risks, challenges & highlights- Client KPI & Service Delivery- People/Resource management - Line Mgmnt. / Level 3 escalation for all team members- CRM/PMS tools handled - Service Now / Eptica / Opera- Governance & Reporting

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  Cognizant

  Nov 2021 - Jun 2022

  Consultant - RCGTnH
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  Hotel Penzance

  Sept 2022 - now

  Sr. Manager Operations