Program Manager loyalty membership
Radius Hospitality Concepts Pvt.Ltd
Total years of experience :14 years, 10 Months
• Headed the profit centre of the Loyalty business Program for “Gokulam Hotels” in Coimbatore comprising of 3 major brands Like Clarion Hotel Coimbatore, Gokulam Park Sabari OMR Chennai and Gokulam Park Hotel & Convention Center Kochi.
• Key account management and support for individual clients.
• Responsible for Program Profit Centre, Quality compliance and targets, also lead a small and focused sales (telemarketers & direct sales) team towards marketing memberships of luxury hotels.
• Ensuring all compliance requirements are met and that all processes, policies and procedures required for the performance of the job are been followed.
• Managing End to End membership process from membership sales to enrolments to member management, fulfillment and client management.
• Identify client business needs and business challenges; maintain the Service Level Agreement (SLA), Client log, utilization and all related reports.
• Provide End to End solution on operations through telesales, direct sales, and customer service.
• Provide weekly and monthly reporting on sales, update on new business engagement to the senior management.
• Responsible for recruiting team members, training and mentoring them and monitoring their performance.
• Ensure adequate staffing and control attrition.
• Periodical Training for company staff & Gokulam Hotels staff on membership product & situation handling.
• Managing general office administration / facilities.
• Reported to Airawat Group Vice President - South on daily basis.
• Responsible for over all functions of Institute through planning, coordinating, Development programs, Training & preparing new modules, Counseling, maintaining training standards, Conducting Seminars, monitoring tele-calls, Marketing activities and other tasks entrusted by management etc
• “Word of mouth” campaign introduced among students in September 2011.
• Streamlined student’s placement before their course completion.
• Student’s enrollment increased from October 2011 onwards.
• Implemented In-house trainings for staff and improved customer service & grooming standard of staff.
• The expenditure is incurred within the limits of the sanctioned budget.
• Punctuality and regular attendance of the staff and students are maintained.
• Appraisal system introduced in a timely and fair manner for staff.
• Placed students with leading Aviation companies.
• Collected regular feedback from staff and student to improve standards of institution.
• Implemented a disciplined way of working at office and prepared proper records of students.
• Trained and groomed students for Customer Service industries.
• Faculty for Aviation subjects like: Airport operations, DGR, Load & Trim, Cargo, Airport & airline Security procedures, Airport handling, Customer & Situation Handling, Baggage handling, GHA, Grooming, Soft skills, Personality development, Social & Business Etiquettes etc
• In-charge for institutes Discipline and grooming standards.
• Establishes and maintain co-operative working relationships with students, parents and colleagues
• Identifies, selects and modifies instructional resources to meet the needs of the students with varying backgrounds, learning styles and special needs.
• Responsible for Departure hall activities
• Meet and greet Arrival and departure passengers.
• Special assistance and escorting VIP’s, senior citizens, wheel chair or patients, unaccompanied minors, pregnant ladies, ladies with infant and first time traveler etc. and ensuring proper documentation formalities done or received for above mention passengers.
• Passenger Profiling, Handling passenger Complaints & queries at check-in and security hold area.
• Handling Interrupted & cancelled flight irate passengers and arranging alternates for them.
• Coordination with other agencies like AAI, ground handling agencies, travel agents and cargo agents etc.
• Airline training for new joinees.
• Shift In-charge for domestic and international departure and arrival.
• Assisting Station Manager, Arrival & Departure hall supervision, Attending AAI and Security meetings, Aircraft on time departure, Counters and office cleanliness, on time bill payment to authorized agencies, Passenger & Aircraft safety related equipment check, Product and policy training to staff, ensuring all pre-flight and post flight documentations work done by concern allocation staff, preparing Staff duty roster, Card transaction report and Cash tallying at the end of shift.
• Prepared Load and Trim for Boeing 737-300/400/700/ 800/BBJ and CRJ-200.
• Escorting VIP’s, senior citizens, wheel chair or patients, unaccompanied minors, pregnant ladies, ladies with infant and first time traveler etc. and ensuring proper documentation formalities done or received for above mention passengers.
• Handling Interrupted & cancelled flight irate passengers and arranging alternates for them.
• Passenger Profiling, Handling passenger Complaints & queries at check-in and security hold area.
Front Office (dual):
Additional responsibility:- Night Auditor
Check-out & Check-in
Escorting VIPs, Updating Guest history
Handling Guest Complaints & query
Ensuring guest’s requirements are delivered.
Empowered to take decision on own regarding occupancy on sold out dates
Foreign Currency Exchange
Room Reservations, Pending Bill Follow-up etc
Night Auditing & submit report to accounts