Experience

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  Nikhil tours travels

  Jan 1996 - Sept 2005

  Sales manager
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  One&only resorts

  Oct 2005 - Sept 2007

  Head receptionist & lifestyle consultant

  Part of the award-winning 6500 sq. Ft One&Only Spa by ESPA at the One&Only Reethi Rah, Maldives. Managing the Spa reception, taking ownership of guest wellness journey, provide wellness and lifestyle consultations.

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  Mandarin oriental hotel group

  Dec 2007 - Jul 2011

  Assistant spa manager

  Managing the operations of a 20,000 sq. Ft luxury spa with 16 treatment rooms, Rasul, Hammam, and extensive heat and water facilities, a fitness center with Pilates and Yoga studios, a pool, and a Spa café. Focus on delivering exceptional guest and member experiences; ensuring operations are in compliance with brand standards and external benchmarks such as Richey, Forbes, HACCP, and FLHSS.

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  Shangri-la group

  Mar 2012 - May 2015

  Sports and recreation operations manager

  Orchestrated the seamless operation of diverse sports and recreational facilities spanning 100,000 sq ft, collaborating closely with other departments to ensure exceptional experiences for members and guests.Played a key role in successfully executing projects ranging from HKD 250,000 to HKD 25 million, working in cross-functional teams to ensure timely completion and minimize disruptions.Implemented effective team-building initiatives and fostered a collaborative work environment, resulting in high staff morale, improved efficiency, and outstanding customer satisfaction.Implemented right-sizing measures and strict inventory controls, leading to a 10% reduction in costs and improved profitability for the department.Proactively optimized revenue streams, achieving a remarkable 20% increase in departmental revenue and profitability through strategic operational planning and revenue optimization initiatives. Show less

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  Sterling holiday resorts limited

  Sept 2015 - Jul 2020

  Vice president - holiday activities & spa

  Strategically drove revenue growth and expanded customer reach for the Spa and Holiday Activities vertical across 30+ resorts, resulting in increased profitability.Implemented effective Customer Lifecycle Management (CLM) strategies, optimizing customer experiences and maximizing retention rates.Successfully improved operational efficiencies and reduced costs through streamlined processes, leading to enhanced profitability for the organization.Built and nurtured high-performing teams through team-building initiatives, fostering a collaborative work environment and achieving exceptional guest satisfaction.Spearheaded initiatives to drive revenue, including the development of over 500 signature destination and resort experiences, attracting new customers and increasing guest participation.Implemented cost reduction measures while maintaining high standards, resulting in improved financial performance and elevated profitability.Demonstrated strong leadership in driving operational excellence, ensuring adherence to brand standards, and fostering a culture of continuous improvement. Show less

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  Consoul llp

  Dec 2021 - now

  Customer success owner

  Led customer success initiatives, specializing in CLM and leveraging MarTech solutions to meet client's business goals.Aligned CLM strategies with clients' marketing objectives, implementing tailored solutions using MarTech tools to optimize customer journeys and drive revenue growth.Provided expert guidance on CLM best practices and the effective use of MarTech solutions to enhance customer experiences, increase retention rates, and improve satisfaction.Monitored performance metrics, identified improvement opportunities, and offered data-driven insights to maximize results. Fostered strong client relationships as a strategic partner in achieving long-term marketing success. Show less