Rohit Nagpal

• Develops negotiating strategies and positions by studying integration of new venture with company strategies and operations; examining risks and potentials; estimating partners' needs and goals
• Managing Projects and Locates or proposes potential business deals by contacting potential partners; discovering and exploring opportunities
• Closes new business deals by coordinating requirements; developing and negotiating contracts; integrating contract requirements with business operations
• Developing and managing online promotions and marketing campaigns to achieve targets and support sales
• Analyzing campaign performance and reporting back to the management in simple reports
• Liaising with Online Travel Agents regarding production, promotion performance and identifying concerns, follow-up actions and strategies to improve
• Key Account management for all corporate's and wholesalers of the group
• Conduct product presentation to key accounts and consultants on a regular basis
• Monitor Competition rates and promotions to counter campaign and to stay ahead
• Co-ordinating design and print of marketing collaterals for campaigns, promotions, and general use
• Review Online production on a regular basis, identify areas of improvement and take follow-up action
• Participate in tradeshows, events and expo's to promote the hotel chain
• Develop and manage monthly and quarterly newsletters
• Load Manage and Audit rates on GDS / IDS.

Cultural

• Practices promote enhanced access for Māori to appropriate health care.
• Recognizes tikanga best practices.
• Have attended cultural education training as per organisational requirements.
• Familiar with HV cultural safety documents.
• Ensures ethnicity is completed accurately.
• Cultural beliefs/values are identified and included in care planning.
• Works collaboratively with Pacific Island and Māori Health workers.
• Utilises cultural resources to meet client/whānau needs

Service Coordination

• Delivers high quality service coordination.
• Schedules are well-managed and stable.
• Appropriately skilled staff are assigned.
• Unplanned absences are covered.
• Support the After Hours staff with difficult situations, providing advice and guidance when required.
• Participate as required on After hour roster to cover the afterhours for Home & Community Services)
• Reports are timely and accurate and highlight variances of concern.
• Overlapping schedules and Cover all Unassigned shifts
• Patterns of absence
• Complaints, incident and accident to ensure timeframes are met and issued resolved.
• Predict support plan reviews.
• Plan training for competencies
• Review 3 client files per month using tracer methodology, record corrective actions and discuss at CSM meetings to share learning and solutions.
• Report on staff and client contact
• Report on annual leave planning and any concerns
• Report on health and safety incidents.

Leadership

• Selects and interviews direct reports in partnership with HR.
• Inducts and orientates direct reports in partnership with RHPs.
• Manages day-to-day processes such as leave, GH, training plans, performance measures, contact information, ACC injury claims, return-to-work plans and resignation.
• Manages performance to encourage development and prevent issues developing.

Relationship Management

• Working collaboratively and alongside the RHPs to maximise service delivery and team culture.
• Maintain positive and proactive relationships with all stakeholders and key contacts, including:
• Clients and whanau
• Clinical leads- nursing,
• Allied health and Homecare
• Ministry of Health / Taikura Trust
• ACC Case Managers
• NASC
• Other providers
• Payroll
• HR
• After Hours staff.

Quality, Health and Safety

• Committed to incorporate Healthvision Quality Health & Safety Policies & Procedures in day-to-day activities.
• Complete internal audit activities
• Notice, identify and report hazards in the workplace whether office or community based and those that arise as part of service delivery.
• Follow all H&S policies and procedures including zero tolerance for bullying.
• Follow internal processes when investigating and managing complaints, incidents and accidents.
• Escalate medium to high-risk incidents and accidents to Area Manager and / or National Manager as required
• Inform Health & Safety Officer or Health and Safety Representative of all Health & Safety incidents, staff accidents or near misses.
• Observe Health & Safety practices and participate in Health & Safety initiatives
• Participating in Quality Improvement Programmes, service audits and evaluations
• Advise the Area Manager of any situations that may create a privacy or media risk or adversely affect business or reputation.

• Maintained and built strong client relationships through quality, personalized interactions.
• Responded promptly to customer queries and complaints to find solutions and diffuse tension.
• Ensuring that Clients and staff are treated with care and compassion
• Keeping staff up to date with clear, honest, and constructive communication.
• Provide all customers, clients and candidates with a highly transparent, efficient and prompt service through excellence in customer service, telephone, database, and communication skills.
• Assist to manage team processes including the Centralized Leave system for Support Workers, administration and troubleshooting for Geneva Live the mobile app, general administration tasks
• Coordinated service schedules and appointments with clients.
• Maintained accurate records of services provided for each client.
• Researched, identified and resolved customer complaints in a timely manner.
• Assisted in the development of training materials related to service coordination processes.
• Monitored staff/Support Workers performance and provided feedback on areas of improvement needed.
• Managed client intake and assessment processes, developing personalized care plans.
• Ensured compliance with all regulatory and company standards.

• Account management for all corporate clients
• Conduct product presentation to key accounts and consultants on a regular basis
• Monitor Competition rates and promotions to counter campaign and to stay ahead
• Load, Manage and Audit rates on GDS / IDS
• Receive contracts detailing room allotments and creates allotments on the hotel management system
• Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting and forecasting purposes.

• Act as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction
• Ensure reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates etc
• Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services
• Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls
• Attends all scheduled meetings as required with HOD's or Sales team
• Create and manage rates and packages configured on the Hotel software
• Co-ordinate with the Channel manager, or software vendors for any availability, rate or booking integration issues
• Handle external systems like channel Manager, Web booking engines, Rate comparison tools, Online Travel Agents extranet etc
• Update No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions
• Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.) Adjust rates according to suggestions from Yield or Revenue management systems
• Understand and enforce hotel and company credit policies and Ensure proper billing instructions, routing instructions and payment methods are applied to the reservations
• Ensure acceptable service levels and all statistical reports are sought and maintained
• Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting and forecasting purposes
• Check forecasting reports based on statistics codes (Market, Source, Rate Code etc.), reservations which are wrongly tagged should be amended
• Train newly recruited reservation staffs in taking reservations, telephone etiquette's, reservation module on hotel software and processing emails
• Manage all aspects of reservation department in the absence of reservation manager.

• Operations adhere to the Law and our Host Responsibility Policy
• Good Customer service
• To comprehend and correctly operate the till software
• Accountable for accurate cash handling and all guest accounts
• Sole responsibility for the Bar and the running of the Restaurant when on duty & on call after hours
• Equipment failures & emergencies are dealt with as soon as possible
• Opening and Locking up
• Procedure is adhered to
• Efficient ordering of stock
• Stock control & Stock-take
• Organizing of promotions - Marketing the business
• Staff Training
• Increased productivity & customer satisfaction
• Keep track on temperature on which food is being served.

• Answers phones and emails, schedules and confirms appointments, and inputs customer data into company systems
• Organizes workflow and appointment by reading and routing correspondence, collecting customer information, and managing assignments
• Manages Doctors schedule by maintaining calendars
• Completes requests by greeting customers, in person or on the telephone, and answering or referring inquiries
• Maintains customer confidence and protects operations by keeping information confidential.

• Achieve positive outcomes from Guest queries in a timely and efficient manner
• Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
• Attend the Executive Lounge and Executive Floor Reception
• Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments
• Demonstrate a high level of customer service at all times
• Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions, and other general product knowledge necessary to perform daily duties
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Follow company brand standards
• Assist other departments, as necessary.