Shrinivas (Shri) Naidu
Operations, logistics and quality management
Auckland,Mount Albert
Summary
Seasoned Operations Manager and talented leader with 15 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
15
15
years of professional experience
5
5
Certification
Work History
Night Manager
The Hotel Britomart
Auckland, NZ
02.2022 - 06.2022
- Running all overnight operations of hotel
- Ensuring and running all night audit process, daily balancing, roll over procedure and preparing management reports
- Answering account queries, adjustment of shift
- Assist in establishing and renewing administration policies and procedures
- Resolving service issues and escalations of various departments to satisfaction.
- Assist guest with their special requests, general information and transportation
- Be responsible for overnight safety and security of guests, hotel staff and property at all times
- Preparing daily briefing sheet and conducting briefings before and after shift so all team members are aware of hotel activities including VIPs in house, group movement, guest feedback and any special requests to be arranged.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Supervised front desk agents and helped to resolve issues arising during shifts.
Ramp Operations Manager
JNP Aviation Ltd.
New Plymouth, NZ
09.2018 - 02.2022
- Business verticals managing – Air New Zealand ramp operations/ Air New Zealand cargo operations/ Air BP refueling agency/ Pace baggage & cargo delivery agency)
- Responsible to establish and manage safety policies, procedures and working conditions for team
- Create awareness and communication around safety policies and procedures within operations through reviews and meetings
- Strategically plan and coordinate activities to provide safe, OTP and efficient service on ground
- Efficiently manage and multitask various activities with time constraints to meet arrival and departure goals
- Conduct monthly audits – Ramp/ Cargo/ Refueling and safety meetings to maintain SLAs
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Hold daily briefings and monthly meeting to discuss tarmac regulations, hazards & risks, improve service delivery standards and shortfalls to plan better
- Ensure inventory levels are maintained such as flight catering stock, refueling stock and other operational items
- In-charge for recruitment, performance management including promotions, employee engagement, quality service & training
- Ensure compliance with all regulatory bodies such as CAA, OH&S, and Ministry of labor and Avsec
- Ensure implementation of corrective actions out of investigations of any incidents/accidents, also coaching, as necessary
- Liaise with Stake holders, airport authorities and vendors/ contractors for processes, purchases, permissions, and equipment’s maintenance
- Plan rosters and ensure team management and work life balance and budgets are achieved
- Review all daily, weekly, and monthly operational reports are completed on time and shared with stakeholders
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Delegated daily tasks to employees, streamlining daily progress and efficiency.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Night Manager/ Duty Manager
Grand Mercure Hotel
Auckland, NZ
12.2017 - 08.2018
- Overseeing staffing, making duty rosters, disciplining, scheduling, and monitoring performance to provide optimal guest satisfaction
- Compilation and preparation of financial reports including rate and availability data
- Make reservations over phone and in person and ensure all aspects of room reservation procedure are followed, including bookings, confirmations + cancellation policies
- Responsible for cash float throughout shift and ensuring all floats balance correctly at end of shift
- Anticipate and address guest’s service needs
- Up sell room grades and promote night menu for late arrivals to increase food and beverage revenue
- Practice safe working habits and adhere to all fire and emergency procedures, including procedures for handling of fire panel, ensuring guest safety and participate in evacuation if necessary
- Handling complaints, problem solving, disturbances, special requests and any other issues that may arise
- Increase revenue by accepting passengers from cancelled flights from airlines
- Reviewed audits and reconciled nightly sales transactions by balancing cash registers and reporting discrepancies
- Guided and motivated night team by establishing and communicating responsibilities and duties to each team member
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Assisted in organizing and overseeing assignments to drive operational excellence
Purchasing Officer
Stamford Plaza Hotel
Auckland, NZ
04.2014 - 03.2017
- Worked for various operational departments of the hotel such as purchasing, maintenance, front office, food & beverage, and housekeeping
- Have been managing operations, budget, team, and administrative tasks.
- Planning, reviewing, and forecasting inventory stocks and other office supplies to benchmark service standards.
- Maintained complete documentation and records of all purchasing activities.
- Communicate with vendors regarding inventory needs.
- Managed vendor purchase order, delivery and invoicing to set contractual guidelines and maintain budgetary regulations.
- Computed and created purchase orders in system to monitor stock levels, verify purchase requisitions and expedite orders.
- Ensure all goods purchased are received accurately, of correct weight, temperature, and quantity as per purchase order and company standards.
- Improved month end stock count process to track correct inventory of goods.
- Purchased new products and overseeing inventory stocking and availability.
- Performed monthly reconciliation of open purchasing orders.
- Organize receipts, purchases and documentation of finished goods, packaging, materials and ingredients.
Manager
JET AIRWAYS (I) Ltd
Mumbai, India
04.2011 - 05.2013
- Responsible for reducing mishandled baggage issues, manage centralized claims and tracing unit, staff training, overseeing baggage call center KPI, SOP and SLA’s, cost control, revenue generation and reports
- Improved transfer baggage system and procedures
- Oversee financial aspects pertaining to,
- Claims settlement
- Claims pending
- Reclaim money from other airlines
- Insurance
- Auctioning of unclaimed property to generate revenue
- Contract and cost from baggage repair vendors across network
- Regulations on international baggage convention and their application
- Liaise with training department to implement changes in training manual for any new procedures introduced, schedule trainings and identify training needs for old and new staff
- Serve as primary liaison to legal department in addressing or concluding legal cases
- Performed statistical analyses to gather data for operational issues and repetitions
- Conduct daily conference calls with domestic hub airports and fortnightly international hub airports to address baggage issues and corrective measures to control issues
- Kept detailed records of daily progress to identify and correct areas needing improvement
- Spot checks to airports to monitor peak hour operations and ground handling services
- Timely generation of reports i.e., performance tracker of airports on mishandled rate, bags declared lost, pending baggage claims and root cause analysis of mishandled baggage
- Key Achievements:
- Cleared baggage claim back log and brought down settlement time from 90 days to 20 days
- Reduced mishandled baggage issues by 65 % by implementing corrective methods, trainings and systems
- Worked closely with IATA in understanding innovative technology and procedures for reducing mishandled baggage issues
- Have received certificate from IATA for endorsing and supporting baggage improvement program in network (includes domestic and international airports).
- Accomplished multiple tasks within established timeframes.
- Improved job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Kept detailed records of daily progress to identify and correct areas needing improvement
Airport Manager/Customer Service Manager
KINGFISHER AIRLINES Ltd
Mumbai/Delhi/Nanded/Aurangabad/Nagpur, India
10.2005 - 03.2011
- Supervise and ensure seamless airport operations in all areas
- Ensure team achieves key performance criteria such as On Time Performance, mishandled baggage, excess baggage revenue, excellent customer service and compliments, safety compliance
- Liaise with ground handlers for any discrepancies or shortfalls in services provided as per SLA
- Liaise with government authorities for necessary permission (commercial/charter flights)
- Supervise and handle chartered flights
- Liaise with airport operations control center unit for any delays, diversions, or swap of aircrafts
- Plan staff rosters, trainings, and appraisals
- Implement new policies and procedures, spot checks on safety procedures and practices, conduct emergency practice drills
- Respond to escalated customer complaints and service recovery
- Plan for contingency such as short staff, aircraft delays, diversions, or technical snags
- Cost Control and work within planned budget
- Conduct daily team briefings before and after shift to discuss procedures, new rules or implementations and daily shift shortcomings
- Keep updated with aviation legislation requirements and ensure team compliance with company policy and procedures
- Key Achievements:
- Have been responsible to start new airport operations in remote area starting with hiring, training, developing business, building relations with service providers such as banks, travel agents, fueling company, local police, ATC, labor union etc.
- Responsible for starting international flight operations at New Delhi airport
- Have good operational and managerial experience in complex service environment and have worked in many airports and with multicultural team while working within India.
Education
Postgraduate in Business Administration - Operations, Quality Management& Logistics And Supply
Auckland Institute of Studies
Auckland, NZ03.2015
Bachelor of Commerce And Economics - Accounting, Economics And Business Organisation
Mumbai University
Mumbai, India03.2003
Skills
Technical
- NZ full drivers’ license – clean
- Forklift License
- D endorsement for driving dangerous vehicle
- Hold load and trim license for A340, A330, A321, A320, A319, A319 Corporate jet liners, ATR 72-500, and ATR 42-500
- Dangerous goods regulations for load planners qualified
Computer Skills
- Good knowledge of Microsoft
- Worked on various airline & hotel software’s
Key Attributes
- Positive attitude
- Time management skills
- Eye for detail
- Analytical and conceptual skill
- Good Communication skills (written and spoken)
- Excellent organizational and administrative skills
- Able to multitask and work under pressure
- Flexible and able to adapt to changing work environment
Accomplishments
- Successful turnaround of agency contract by setting up processes to increase efficiency and improving service delivery standards.
- Earned IATA certification for implementing IATA baggage handling processes to minimize mishandling issues at international hub airports
- Achieved 100% in internal/external audits through effectively implementing SOP's and achieved 100% in customer satisfaction by monitoring compliance on safety and quality.
- Reduced operational expenses by efficient resource planning, timely maintenance of ground equipments and negotiating costs.
Certification
- CM - Certified Manager Certification
- Licensed forklift driver
- Certified Deicer for all types of aircraft
- Certified for use of mobile elevated platforms.
- Certified aircraft refueler
Timeline
Night Manager
The Hotel Britomart
02.2022 - 06.2022
Ramp Operations Manager
JNP Aviation Ltd.
09.2018 - 02.2022
Night Manager/ Duty Manager
Grand Mercure Hotel
12.2017 - 08.2018
Purchasing Officer
Stamford Plaza Hotel
04.2014 - 03.2017
Manager
JET AIRWAYS (I) Ltd
04.2011 - 05.2013
Airport Manager/Customer Service Manager
KINGFISHER AIRLINES Ltd
10.2005 - 03.2011
Postgraduate in Business Administration - Operations, Quality Management& Logistics And Supply
Auckland Institute of Studies
Bachelor of Commerce And Economics - Accounting, Economics And Business Organisation
Mumbai University