OPERATIONS MANAGER
Starwood Hotels & Resorts
Total years of experience :24 years, 5 Months
Starwood Customer Contact Centre (CCC) India
Responsibilities
* Certified Six Sigma Green Belt (Black Belt in progress), managing all aspects of operations of the
centre, including management of the facility, management of all vendor and supplier contracts,
overseeing customer relations and sales, hiring, recruitment, training, and retention of employees, and
soliciting new business
* Comprehensive experience in revenue management and tracking key performance indicators for
properties including ADR, RevPar etc.; maximising revenue generation and optimising efficiency
* Managing distribution channels across a large geographic area
* Overseeing sales relationships to nurture customer loyalty; strategically developing new promotions
* Coordinating with divisional functional leaders, including reservations and sales team, the Starwood
India Team, as well as other hotels in the region, to provide value added services
* Developing and improving training programs to foster a culture that encourages continuous improvement
* Actively coaching and mentoring staff to incentivise employees and inspire trust of management
Achievements
* Leading several different departments with the CCC
* Launched a new department within the CCC to support the US market
* Expanded the CCC operations from 20 associates to over 70 associates
* Leading, and encouraging staff support of, the Starwood Journey effort
* Offered tailor-made solutions to customers to promote customer loyalty
, Starwood CCC Ireland
Responsibilities
* Managed a diverse group of 60+ employees and 4-6 supervisors across Europe, Asia Pacific and North
America
* Reached new market segments and industries containing high profile guests
* Developed and managed global team projects and new initiatives for the organization; coordinated with
internal departments and external partners to develop and implement these initiatives
* Introduced new internal tools to help store, organize, and share global market contacts and data
* Organized customer events in several regions to solicit feedback on our services, and relayed customer
insight to senior management
* Responsible for all aspects of recruiting, hiring, and managing staff performance evaluations
Achievements
* Increased the team size from 5 to over 60 over the course of 3 years
* Managed an Ambassador Team for B2B corporate and association accounts, delivering highly
personalised service to over 350 key influential contacts with our most important accounts
* Developed and led a Loyalty Program, which involved providing elevated service to over 250 select
travel professionals to enhance experiences for their guests
* Served as the single point of contact for 150 VIP owners across 9 brands to facilitate their travel travels
* Utilised “eQuality” technology to gather data to help guide individuals and the team to improvement
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Career Summary (cont.)
* Coached staff, encouraging self-development as well as management-led development
* Expanded CEM services and process and trained staff on the new initiatives
* Managed employee relations using collaborative skills and conflict resolution
LATIN AMERICA, Starwood CCC Cork, Ireland
Responsibilities
* Led corporate and contract recruiting and all HR outsourcing activities, developing creative and
cost-effective sourcing strategies to hire high quality candidates
* Responsible for guiding all HR Administrator functions
* Developed individualized training goals for staff and managed the training calendar
* Solicited feedback from clients and incorporated their insight into training programs in order to improve
customer relations
Achievements
* Received commendations from management as an “A-grade” performer
* Developed strong relationships with vendors and other internal departments, such as the Operations
Team
* Successfully recruited high quality employees
Starwood CCC Cork Ireland
Responsibilities
* Mentored several sales teams across different markets driving performance and sales
* Coordinated with the Operations team, Customer Services team, Training team, HR, and other
departments to promote a comprehensive customer service focus across the multiple disciplines within
the organisation
* Mediated employee relations between staff and management utilising conflict management techniques
Achievements
* Achieved Global Supervisor of the Year in 2007
* Developed a new Middle Eastern Team
* Guided sales teams to achieve sales targets, and developed new sales initiatives and promotions
Starwood CCC Cork Ireland
Responsibilities
* Responsible for generating sales for Starwood Hotels and Resorts across a large geographic region
Achievements
* Demonstrated business acumen, reaching sales targets while providing exceptional customer service
, Starwood CCC Dubai
Responsibilities
* Successfully identified new leads and marketed those leads
Achievements
* Achieved target revenue and developed key contacts in the industry resulting in relocation to another
Starwood location to continue moving up the management chain within the organisation
Degree
Management, Marketing, Finance, Human Resources Management