Experience

• 

  Oyo

  Nov 2017 - Jan 2020

  • Responsible for building and creating sustainable operations in Himachal Pradesh focusing on leisure cities such as Dharamshala, Mcleod-Ganj, Kasauli, Solan and Shimla accounting to 800+ keys.• Accountable for the guest experience, customer relationship, client relationship, operations and cost of operations for the entire State across 800+ sellable rooms (Homestay segment).• Responsible for leading, mentoring and monitoring a team of 12+ individuals (Area General Managers), training them to improve day to day operations and achieve month on month targets for OYO Homes business.• Vendor and stakeholder management to manage the day to day operations.• Executing operations at ground level, analyzing operational gaps and first principle problem solving to ensure great customer satisfaction, providing immediate resolutions and problem-solving.• Efficaciously working towards ensuring that the team operates effectively & efficiently to adhere to the centralized processes.• Engaging and managing asset owners for long term sustainability, churn management of the assets.• Ensuring minimum operation cost to run the city, handling day to day finances and operational expenditures.• Setting city and team targets to align with annual operating plans for the company.• Data driven, focused and analytical approach to deep dive in a city to monitor cluster and asset level performance.• Managing the supply chain to ensure enough stock for housekeeping and white goods are maintained at any time in the city. Show less • Kick started Airbnb as a project for OYO Home business from scratch.• Responsible for Business of OYO Home properties through Airbnb.• Created listing dashboard for the listing team based on the inputs of content, description, and details about amenities and restrictions to increase listing efficiency.• Mapped data with other business sales channels to highlight hot selling properties to increase inquiry-to-booked rooms ratio so as to increase sales through the channel.• Stakeholder management & client relationship – working closely with different teams such as content, review, and tech(Internal and External Teams), and also Airbnb.• Maintained guest experience above 4.5 and response rate >95%. Show less • Created content audit report dashboard direct from the inputs by the central team based on different metrics(Composition, Angle, Lighting etc.) to calculate Image Score of properties.• Sending out reports to PAN India hubs based on the review ratings, feedback coverage and product net promoter score• Developed hub report cards for PAN India hubs to compare their rating and ranking on cluster, city and hub level.• Publishing dashboards for clear visibility to the on-ground team for aligning them to maximize efficiency and minimize efforts.• Responsible for laying down process to smoothen property validation in online travel agents by interacting with external and internal stakeholders PAN India.Project • Individually accountable for bringing in OTA credentials for 3000+ properties for 6 OTAs• Converted 2500+ properties in 3 months, bringing in 5000+ credentials Show less

  • Operations Manager

    Sept 2018 - Jan 2020

  • Account Manger

    May 2018 - Aug 2018

  • Associate

    Nov 2017 - Apr 2018
• 

  Ongrid

  Jan 2020 - May 2020

  Operations manager
• 

  Raena

  Jun 2021 - Jul 2022

  Revenue manager
• 

  Pw (physicswallah)

  Aug 2022 - now

  Senior manager (city business head)