Protick Basu

Experience

• 

  Taj Hotels

  May 1989 - May 1994

  Assistant Manager - Front Office

  • Managed front desk operations as Duty manager. Strengthened Front desk operations and strategies to drive customer engagement and upselling. Developed loyal and highly satisfied customer base through proactive management of front desk agents.• Established and optimized operational planning & scheduling in line with forecasted occupancy demands.

• 

  Sterling Holiday Resorts Limited

  Jan 1994 - Jan 1996

  Assistant Manager - Hotel Sales

  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies. Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences. Curated special holidays & conferences for high-profile clients.

• 

  Taj Hotels

  Jan 1996 - Jan 2002

  Front Office Manager

  • As head of Rooms division, managed room operations, concierge services, room sales, revenue management, business center, housekeeping, and security operations.• Upheld high standards for customer service and leading to positive CSAT & NPS scores. Budgeting for rooms division. Trained new employees on standards and hotel procedures. Brought in the concept of Revenue management and increasing room sales.

• 

  IHG Hotels & Resorts

  Jan 2002 - Jan 2004

  Front Office Manager

  • Headed the pre-opening team for rooms division and commissioned the 500-room hotel. Managed room operations, concierge services, room sales, revenue management, business center, housekeeping, and security operations.• Communicated corporate objectives across rooms division through regular correspondence and meetings. Coached employees through day-to-day work and complex problems. Interpreted management directives to define and document administrative staff processes.• Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management. Assessed personnel performance and implemented incentives and team-building events to boost morale.• Providing excellent customer service by managing and motivating the customer service team, improving loyalty plans, and building customer satisfaction targets. Responsible for leading insights for the (NPS) customer satisfaction program, including aligning data and insights across internal and external survey sources and managing new customer satisfaction programs for growing markets and with partners. Show less

• 

  Essar Group

  Jan 2004 - Jan 2006

  Head Hospitality & Protocol

  • Led Asset management operations for the Chairman's office.• Maintained energy and enthusiasm in a fast-paced environment. Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.• Developed and implemented performance improvement strategies and plans to promote continuous improvement. Led projects and analyzed data to identify opportunities for improvement. Developed and maintained courteous and effective working relationships with the Chairman's office. Show less

• 

  Randstad India

  Mar 2005 - Aug 2008

  Associate Director & National Head

  • Heading operations for the ITeS and KPO markets across India with teams in 6 locations. Also responsible for P&L accounts.• Headed the first multi-city graduate campus recruitment initiative for Deutsche Bank hiring 1500 KPO team members the largest and most successful initiatives.• Provided strategic analysis for mandate life cycles. Regulatory changes on operations and developed mitigation plans. Oversaw business calendar of events and scheduled key initiatives. Supported continuous process and performance improvement for issues, robustness and compliance.• Researched industry trends and new business opportunities to identify optimal approaches for integration into delivery processes. Show less

• 

  Manpower

  Aug 2008 - Feb 2010

  Associate Director& National Head

  • Heading operations for the ITeS and KPO markets across India with teams in 6 locations.• Provided strategic analysis for mandate life cycles. Maintained communication and meetings between senior leadership and client stakeholders for fruitful partnerships.• Reviewed proposed new business initiatives and evaluated potential impacts on business operations. Trained and developed department leaders and management staff for specific projects and ongoing operational needs.

• 

  SearchWorks

  Jul 2010 - Apr 2012

  Vice President Operations

  • Established and administered annual business plans with successful outcomes, lead the business to sales & execution of client mandates across the country and the middle east.• Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands.• Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits. Identified opportunities to improve business process flows and overall organizational productivity. Show less

• 

  RMZ

  Aug 2013 - Oct 2021

  Senior General Manager

  • As the Head of Operations of RMZ Ecoworld and RMZ Ecospace, managed 10 million sq. ft. of the best IT parks in India. Managed 90 fortune 500 clients and achieved a 95% CSAT score year on year• Customer / Tenant Experiences: Identified and recommended areas for improvement in processes with targeted solutions. Supervised employees for exceptional customer experience, retention, and positive brand experiences.• Sustainability Focus: Set up teams, systems, processes and documentation to help the country wide portfolio achieve WELL AP WELL Health & Safety rating, RMZ Ecoworld became the 1st Grade A Office in the world to be awarded the certification.• Set up the Activ Wellness Club and Bay Marketplace Food Court BOH & Day to Day Operations with 500 seats and ensured 55+ successful openings of brick& mortar retail stores.• Performance Development: Built and motivated stellar teams using sound judgment and decision-making, resulting in minimal turnover and superior performance • Maintained Quality: through training and coaching during daily activities. Controlled and enforced standard operating procedures for technical and non-technical operations, security, and compliance with laws and system management for 1,500 team members. • Influence Design Placemaking, to drive service efficiencies and resilience planning.• A subject matter expert for security and safety, housekeeping, certification and EHS for all sites (40 Mnsft) under management• Optimisation focus: Collaborated with management to reduce waste and expenses, while optimising profitability responsibly. • MEP Equipment Lifecycle planning and Risk Audits. • Team Management: In charge of property management services operations by defining achievable and measurable goals for the entire team; participate in and support operations at all levels, make right hiring decisions. • Set up EHS council and safety protocols for RMZ Ecoworld & RMZ Ecospace Bangalore for clients and its 200,000 strong community. . Show less