Vivek Nair

• Developed and implemented policies for reservations management.
• Managing all bookings across all four properties.
• Handling important accounts, such as New Zealand Cricket and subsidiaries, Air Crew, and many more.
• Managing and handling all group bookings across all four properties.
• Identified needs of customers promptly and efficiently.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Encouraging the team to follow up on group requests and ensuring the maintenance of a good and healthy relationship with our regular agents and bookers.
• Ensuring group process is rightly managed as per clients' needs and requirements.
• Managing commissions for all travel agents.
• Reviewing and approving commissions for international and domestic travel agents.
• Month end reports, commissions, res fee, rebates and incentive trackings.
• Well versed with TARS applications.
• Scheduled staff shifts and assigned duties for reservation agents.
• Conducted regular meetings with the team of reservation agents to discuss reservation updates.
• Conducted regular meetings with the team of reservation agents to discuss performance.
• Provided training for new reservation agents on computer systems and procedures.
• Monitored call volumes, answered calls, and resolved customer inquiries related to reservations.
• Analyzed current market conditions to determine pricing strategies for hotel rooms and packages.
• Collaborated with other departments such as sales, marketing, finance, and operations on strategies to increase occupancy rates at the hotel.
• Utilized software applications such as Microsoft Office Suite and hotel-specific programs for day-to-day tasks.
• Assisted customers in selecting room types based on their preferences and budget constraints.
• Reviewed existing contracts with travel agencies regularly to ensure terms are up-to-date.
• Handled emergency situations involving changes or cancellations of reservations due to unforeseen circumstances.
• Managed inventory of available rooms across multiple properties.
• Assisted guests daily, providing exceptional service and effective problem-solving.
• Assisted customers via phone by providing confirmations, answering questions and offering general information.

• Creating and maintaining a fresh database as per the market segments, structured in the business plan.
• Creating a yearly budget and business plan for the company.
• Managing sports tour businesses such as FIFA, All Blacks, NZ Netball teams, and various conference bookings.
• • Managing accounts such as Business NZ, Parliamentary Services, Orbit World, Tandem, APX, Red Hot Travel, Cyber Cx, Metro Glass, DGSE, Summerfruit NZ, Horticulture NZ, Paperplus group, Assetnote, Argus Fire Protection, etc.
• Managing and maintaining a very healthy relationship with these accounts.
• Managing PCO business flowing through various convention centers in the city.
• Delegating duties to fellow HODs for major group movements in the cluster hotels.
• Delegating operational duties to the F&B team as per the client's requirement.
• Conducting daily morning meetings with the teams.
• Managing the reservation team and training team members with system knowledge.
• Conducting site inspections and FAM trips for various important travel agents and bookers, such as Orbit, Tandem, Parliamentary Services, etc.
• Weekly client servicing for top accounts.
• Rate and contract negotiations for new business.
• Revenue and budget presentation to the owners for the hotel.

Achievements:

• A remarkable increase of 150% in the CMTG segment of the hotel due to conversion of new business groups and strategies.
• Contracting new businesses such as All Blacks and Women FIFA 2023.
• Increase of revenue in the government portfolio due to client servicing.
• Introducing new, successful portfolios to the business plan.
• Relocation of a huge group of 30 rooms during WOW dates, saving the relationship with the client and the cost of our company.

• Tidying and managing all the reservations in the PMS as per the SOP.
• Ensuring to complete all the tasks assigned to the department.
• Managing the third-party reservations and ensuring timely responses.
• Assisting special corporate bookings and managing payments.
• Creating SRPs in the channel manager.
• Understanding the revenue management system.
• Initiating sales for Sebel Lower Hutt.
• Creating group proposals and invoices for Doubletree and Sebel.
• Conducting site inspection for both properties.
• Initiating The Observatory, Christchurch by conducting a sales blitz.

• Booking appointments with new business clients on a weekly basis, along with assisting customers in retail.
• Achieving weekly and monthly targets and all other KPIs.
• Client handling and problem solving.
• Cold calling to acquire new clients.