Consultant- Hospitality

Vikram Sahrawat

ASA101, 3-3-26, Yuminokicho, Nadaku, Kobe City, Hyogo- 6570056. Japan

About Candidate

Driven & passionate individual with a zeal for exceeding guest expectations and fostering a thriving team environment. Skilled in leading, coaching, and developing front desk staff, as evidenced by a 62% increase in guest satisfaction scores. Proven ability to optimize operations, collaborate effectively, and maximize revenue through initiatives like upselling, cross-selling, package deals, and customized experiences. Leveraged recruitment expertise to attract, hire, and retain 30% of top performers while reducing attrition by 20%. I have extensive experience managing luxury hotel front offices, ensuring exceptional guest experiences.

Education

B
Bachelor Of Commerce 2004
Delhi University

Experiences

H
Hospitality Consultant (Airlines/Hotels) Mar2022 - Present
Freelance

Empowered High-Performing Teams  Coached & Developed: Improved team's call/email quality and efficiency by adapting to new processes.  Led Service Design & Delivery: Boosted customer satisfaction (CSAT) by 20% and reduced churn by 15% through data-driven initiatives. Performance Management & Crew Engagement:  Reduced cabin crew attrition by 10-15% through implementation of KPI-driven programs, fostering a service-oriented environment. Data-Driven Leader & Customer Champion:  Slashed complaint resolution time by 25%, boosting CSAT by 11% with a new tracking system.  Led senior team to a 30% CSAT increase and amplified customer voice on social media.  Improved Customer NPS by 25% via prompt resolutions and service recovery initiatives.  Reduced baggage issues by 10% by implementing staff accountability measures. Leadership & Team Development:  Successfully mentored 20-30 high achiever direct reportees, building a collaborative team achieving exceptional results.

P
Performance Officer Inflight Services Sep 2018 - Oct 2021
Qatar Airways

Inflight Service Design & Customer Focus  Spearheaded the launch of A La Carte, Dine on Demand, and comfort food options, resulting in a 15% increase in customer satisfaction (CSAT) and a 5% reduction in food waste. Operational Excellence & Cost Optimization  Boosted Adaptability by 75%: Led operational software training (GEMS, TOPS, Jeppesen) for teams, significantly improving system usage.  Saved $40M Annually: Increased efficiency by 21% through LEAN principles, optimized crew scheduling (VCR system), and resources..  21% Productivity Surge: Redesigned SOPs, optimizing galley loading plans, service changes, and amenity management.  99% Operational Efficiency: Championed crew well-being, ensuring global crew punctuality and operational excellence by managing logistics.  11% Efficiency Gain: Streamlined crew scheduling and resource allocation, achieving significant operational improvements. Optimized crew scheduling by 25% through strategic application of Airline Operations Management principles. This included:  Reduced excess house by introducing Dead Head (DH) by 20% by implementing efficient crew rotations.  Balanced crew rest patterns to ensure crew well-being and flight safety. 95% crew utilizations via mixed roster duties.  Developed fair and efficient duty rosters, reducing scheduling conflicts by 10%. Leadership & Crew Development  Trained 150-300 cabin managers, boosting engagement by 60% and reducing complaints 10-15%.  Mentored CSD/CS for impactful briefing , resulting in a 30% improvement in crew briefing quality and staff morale. Strategic Thinking & Communication  Boosted Crew Engagement 10% by developing a feedback platform with a new, data-driven dashboard to address concerns effectively.  Streamlined Operations & Improved On-Time Performance (OTP) to 95% for QR flights by implementing efficient ground handling procedures and fostering a culture of operational excellence within the team.  Championed Crew Complaint Program, leading to a rise in morale and reduced conflict.  Elevated Briefing Quality & Crew Preparedness by implementing standardized, informative briefings for all situations.  Managed Global Crew Operations, ensuring on-time departures, efficient operations, and crew well-being throughout the journey (pre-departure to return). Internal Audit Expertise  Boosted Productivity 80%: Streamlined internal audit processes through root cause analysis, ensuring regulatory and policy compliance.  Exceeding Daily Targets & SLAs: Implemented performance management, KPIs, risk assessments, and quality controls for consistent target achievement.  High-Performing Team (20-30 Direct Reports): Mentored and managed a collaborative team, fostering a culture of excellence for exceptional results.  Revamped Operational Efficiency: Led the Online Performance Officer team to update SOPs/KPIs and create a new Quick Reference manual for efficient operations.

S
Shadowing SEP Part-Time Trainer Apr 2014 - Sep 2017
Qatar Airways

Safety Leader: Reduced safety incidents by 20% through a robust safety system and training (120+ nationalities, diverse backgrounds).  Delivered 20+ hours of safety training: First aid, firefighting, emergency evacuation, SEP recurrent, SEP refresher, etc.  Proactive Risk Management: Identified & mitigated 10% of potential safety hazards.  Expert in Safety & Emergency Procedures (SEP).  Aviation Regulations & Crew Licensing: Deep understanding ensures compliance.  Revamped: maintained a robust safety documentation system (examination reports, AQD reports, SMS, CRM, QMS FRMS, logbooks).  Boosted Cabin Crew Emergency Response: Developed and implemented personalized coaching plans, resulting in an 11% improvement in crew response skills during emergency drills.  Elevated Crew Briefings: Revamped briefings to enhance quality and accuracy by 30%, fostering crew inspiration and motivation while ensuring consistency.  Championed Safety Culture: Actively participated and provided feedback in procedure reviews, contributing to continuous safety improvements.  Empowered Staff Through Training: Designed and delivered training programs equipping staff with the skills to manage complex situations and emergencies, ensuring passenger safety and a positive travel experience for 70% passengers

S
Seconded - Cabin Crew Operations Officers Apr 2012 - Mar 2014
Qatar Airways

 Crew Management: Spearheaded global cabin crew operations during shifts, ensuring on-time departures and zero delays through coordinated stakeholder engagement. Fairly distributed rosters, resulting in increased crew satisfaction (mention % if available).  Leadership: Led and mentored a team of CCOO officers during a smooth transition from DIA to HIA (new airport).  Operational Efficiency: Reduced delays by 20% through resource optimization and data-driven continuous improvement initiatives.  Decision-Making: Made critical decisions in high-pressure situations, supporting teams, airline operations, and stakeholders.  Emergency Response: Effectively managed global crew incidents, onboard emergencies, and security/safety issues to minimize disruptions.  Project Management: Successfully led projects like service roll-outs (À la carte, weight management, crew swaps), introduction of Q-tags/Qruise Apps/OryxApp.

D
Director Inflight Services Nov 2011 - Aug 2018
Qatar Airways

Safety & Customer Champion  Achieved zero safety incidents through proactive oversight and initiatives.  Cultivated a safety-first culture by empowering crew and implementing best practices.  Provided data-driven insights to improve training and enhance guest experiences (10% complaint reduction). Operational Efficiency Expert  Boosted customer satisfaction (10% complaint reduction) on key routes with targeted coaching and service recovery.  Minimized disruptions by swiftly resolving delays, catering issues, and passenger concerns.  Increased onboard revenue through effective sales and promotions.  Led continuous improvement with 40% actionable audit report implementation (30-50 reports quarterly). Empowering Leader  Coached cabin crew to deliver exceptional service, manage conflict, and ensure safety. Resulting in 15% increase in crew engagement.  Fostered teamwork and positive communication for a supportive, efficient work environment. Resulting in 20% increase in crew productivity.  Leveraged in-depth aircraft knowledge (B777/787, A330/350/320/321) for informed decisions and safety.  Built strong relationships with colleagues, stakeholders, and customers through communication and interpersonal skills.  Maintained professionalism while demonstrating resilience in handling challenging situations and demanding customers.  Consistently exceeded customer service expectations, achieving a 21% increase in positive customer satisfaction ratings through personalized service and effective communication.  Actively collaborated with Crew welfare to oversee crew welfare and well-being, minimizing crew delays and prioritizing punctuality.

C
Cabin Manager June 2006 - Oct 2011
Qatar Airways
D
Duty Manager June 2003 - May 2006
ITC Maurya Sheraton Hotel New Delhi

• Managed daily hotel operations at ITC Maurya Sheraton ensuring exceptional guest experiences and exceeding revenue targets by delivering exceptional service as a luxury across all the touch points. • Elevated Guest Experience: Led a team of 28 front office staff across 3 receptions, fostering a collaborative and results-oriented environment achieving a 90% guest satisfaction rating (CSAT/NPS) within 3 months. • Leadership & Development: Mentored and coached junior staff members, 4-5 new hires on a monthly basis, resulting in a 21% increase in first-year retention rate., developing their customer service skills and operational knowledge. • Operational Excellence: Streamlined front office procedures, leading to a 15% reduction in guest check-in wait times. • Streamlined communication between departments by implementing daily reports and briefings, resulting in a 20% reduction in response times. • Oversaw guest relations by resolving inquiries, complaints, and service issues, achieving a 95% guest satisfaction rate. • Revenue Optimization: Implemented revenue management strategies that increased departmental revenue by 12% within 4 months using various cross-selling, package selling, upselling, etc • Teamwork & Collaboration: Fostered a collaborative environment, achieving a 90% score on departmental teamwork evaluations. • Recruitment & Talent Management: Successfully recruited, interviewed, and selected top talent, building a high-performing front office team. • Financial Acumen: Monitored departmental budget and identified cost-saving opportunities, leading to a 20% reduction in operational expenses. • Ensured compliance with all hotel policies, procedures, and safety regulations, maintaining a secure and well-maintained environment. • Implemented corrective action plans based on guest feedback, leading to a 21% improvement in specific service areas. • Demonstrated strong understanding and ability to handle emergency situations as outlined in hotel protocols.

Q
Quality Lead Mar 2001 - Apr 2003
Convergys P Ltd
C
Call Center Executive Jul 2007 - Feb 2001
Cybersys Infotech P Ltd

Skills

Leadership
90%
Time Management
95%
Team Building and Management
90%
Project Management
75%
Communication & Interpersonal Skills
100%
Coaching and Mentoring
80%
Problem Solving & Decision Making
90%
Budget and Resource Management
90%
Effective Stakeholder & Vendor Management
90%
Operational Excellence & Quality Control
90%
Guest Service Excellence
100%
Hotel Front Office Operations
100%
Flexibility and Adaptability to new process
90%
Hotel Operations Software (PMS)
73%