Reservations Team Leader (Revenue Management & Strategic Planning) - Indie Stays - Mumbai, India
(2024-10 - 2025-12)
- Forecasted short-term and long-term room demand by analyzing market trends, booking pace, historical data, and seasonal demand patterns to maximize occupancy and revenue.
- Developed and implemented dynamic pricing strategies based on demand, supply, competitor analysis, and market conditions across multiple distribution channels.
- Managed room inventory efficiently during peak, shoulder, and off-season periods to optimize occupancy, ADR (Average Daily Rate), and overall revenue.
- Optimized OTA pricing and inventory allocation across multiple platforms by monitoring demand trends, booking windows, and competitor pricing.
- Conducted competitor rate analysis and market benchmarking to maintain competitive positioning while maximizing profitability.
- Monitored booking pace, pickup reports, occupancy forecasts, and cancellation trends to make proactive pricing and inventory decisions.
- Implemented yield management strategies by applying rate restrictions, minimum length of stay (MinLOS), and stop-sell controls during high-demand periods.
- Collaborated with Sales and Marketing teams to design promotional campaigns, special packages, and seasonal offers that increased occupancy and revenue.
- Led weekly revenue review meetings by presenting occupancy forecasts, revenue performance, pricing recommendations, and market insights to senior management.
- Prepared daily, weekly, and monthly revenue reports analyzing occupancy, ADR, RevPAR, booking trends, and channel performance.
- Managed room inventory distribution across Direct Bookings, Corporate Accounts, Travel Agents, and OTA platforms to maximize booking conversion and profitability.
- Led new property onboarding and OTA listings by maintaining high-quality content, professional images, and optimized property information, improving content scores and booking conversions.
- Monitored and resolved OTA pricing parity issues to ensure consistent rates across all online distribution channels.
- Improved revenue performance by implementing strategic pricing, inventory control, and demand forecasting initiatives, contributing to increased profitability.
Resort Sales Team Leader (Revenue Management & Strategic Planning) - Meravilla Solutions LLP - Mumbai, India
(2022-05 - 2024-08)
Lead and manage the reservations team, ensuring optimal staffing, productivity, and performance across daily operations. Provide ongoing training, mentorship, and feedback to team members, fostering a high-performance culture and achieving sales goals.
- Spearhead revenue management for four resort properties, focusing on maximizing profitability through dynamic pricing and strategic forecasting.
- Enhance OTA visibility by optimizing property listings, ensuring competitive rates, and driving increased bookings through targeted pricing and promotional strategies.
- Develop and implement rate calendars based on market trends, optimizing pricing for peak seasons, off-peak periods, and special events.
- Plan and execute special promotions, including long weekend packages and blackout dates for day picnics and stays, driving demand during key periods.
- Manage property listings on OTAs, ensuring up-to-date, accurate content and competitive positioning to attract a wide range of potential guests.
- Drive customer engagement by identifying their needs, offering tailored solutions, and converting inquiries into confirmed bookings.
- Maintain daily sales records, ensuring accuracy and consistency across all transactions.
- Collaborate with social media influencers to strategize and promote resort offerings, managing influencer schedules and ensuring effective marketing coverage.
- Analyze and report on key performance metrics, including booking pick-up, revenue generation, and forecast accuracy, while providing actionable insights for continuous improvement.
- Oversee the development and management of pricing strategies, packages, and promotions, ensuring alignment with business goals and market trends.
- Customer Satisfaction & Improvement: Spearheaded initiatives to measure, monitor, and report on customer satisfaction, implementing targeted strategies to enhance guest experiences while promptly resolving issues to ensure sustained service excellence.
Vendor Management Executive - Swiggy (Bundl Technologies Private Limited)
(2019-03 - 2020-03)
- Customer Satisfaction & Improvement: Spearheaded initiatives to measure, monitor, and report on customer satisfaction, implementing targeted strategies to enhance guest experiences while promptly resolving issues to ensure sustained service excellence.
- Cross-Functional Coordination: Collaborated effectively with internal teams (Sales, Catalog, Pricing, Operations) and external vendors to streamline vendor management processes, address concerns, and foster optimal collaboration across functions.
- Content & Visual Asset Management: Managed daily photo shoot assignments across properties in Mumbai, Goa, Nashik, and Gujarat, ensuring the delivery of high-quality visual content for marketing and promotional purposes, contributing to improved customer engagement and brand visibility.
- Issue Resolution & Efficiency: Efficiently handled queries and operational issues raised by various teams—Sales, Catalog, Pricing, and Operations—through email and ticket systems, consistently meeting turnaround time (TAT) targets to ensure swift resolutions and minimal disruptions.
- Operational Support for Restaurant Partners: Delivered timely and effective solutions to operational challenges faced by restaurant partners, including application issues, payment discrepancies, menu revisions, price adjustments, and image tagging, ensuring smooth day-to-day business operations.
- Process Optimization: Identified areas for operational improvements and collaborated with cross-functional teams to enhance workflows, resulting in increased operational efficiency, reduced errors, and higher partner satisfaction.
Student Counsellor - Yangpoo (NMIMS) - Mumbai, India
(2020-03 - 2021-12)
- Counseled prospective and current students regarding various undergraduate and postgraduate courses offered by NMIMS, providing tailored guidance to help them select the most suitable career path.
- Conducted in-depth sessions to clarify course details, admission requirements, career opportunities, and post-graduation prospects, ensuring a thorough understanding of each program.
- Led the conversion process for leads generated from cold calling, web leads, and other channels, driving an increase in the number of successful admissions.
- Managed the entire admission cycle, from initial contact to final enrollment, ensuring a seamless experience for prospective students.
- Developed and maintained a pipeline of prospective students, keeping track of lead progress and updating records regularly.
- Delivered presentations and webinars, addressing student queries and promoting the benefits of NMIMS courses.
- Collaborated with marketing and admissions teams to refine lead generation strategies and improve conversion rates.
- Provided ongoing counseling to existing students, offering guidance on course progression and career development.
Customer Relation Executive - Jetair Shared Services - Mumbai, India
(2018-06 - 2019-03)
- Customer Support & Issue Resolution: Provided comprehensive administrative support to customers, addressing and resolving customer support issues via calls and emails in a timely and efficient manner, ensuring high levels of satisfaction.
- Social Media Escalations Management: Managed social media escalations with urgency and priority, resolving issues promptly while maintaining a positive brand image and customer loyalty.
- International Service Delivery: Delivered customer support services to international locations, addressing region-specific queries and concerns with an understanding of cultural nuances and time zone considerations.
- Efficient Communication: Acted as the primary point of contact for customers, offering consistent communication through various channels and ensuring clear, effective, and solution-oriented responses.
- Process Improvement: Continuously identified opportunities for process optimization, contributing to smoother customer interactions and faster resolution times.
