Service Manager

GOBINATH SELVARAJU

Cell: +91-994******* E-mail: ********@*****.***

Address: ***, **** ***** **** *** Avenue Chennai - 600 040 OPERATIONS HEAD

Hospitality/Start-Ups / E-Commerce

Ambitious and ambivalent professional offering 7 years of invaluable experience across operations, property set-up and launch, P&L Management, Asset Quality Management, Business Development, Product and Service Excellence in the hospitality domain. Excels in end-to-end oepration management, vendor management from Sourcing to commercial negotiations, performance management, service delivery etc. Highly skilled in identifying improvement areas and implementing adequate measures to maximize operational efficiency, reduce cost and enhance customer satisfaction level. Proficient in managing high-volume workload within a deadline-driven environment. Officially commended multiple times for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations. Demonstrating excellent leadership, problem solving, time management and communication skills CORE SKILLS

Operations Management

Business Planning

New Property Set-ups/ Launches

SOPs & Process Implementation

P&L, Revenue Management

Cost Control & Optimisation

Customer Service Excellence

Business Development

Product & Process Excellence

Training & Development

Asset Quality Management

Conflict Resolution

Supply Chain Management

Cross Functional Coordination

Leadership, Team Management

EXPERIENCE

OYO ROOMS (May’2015 – Jan’2020)

Country Launch Philippines (Nov’2018 to Jan’2020)

• Responsible for setting up and implementation of complete operations metrics.

• Handling the training of staffs, Housekeeping and setting up a smooth property handover and onboarding process, PTA process and how to make the property live

• Worked closely with the OTA and ground team to resolve the escalation.

• Monitored the reviews and helped team to improve the property score and review metrics

• Implemented Guest Delight activity, GC to the Staff members for helping out the delight score.

• Ensured on-spot rectification of in-house guest issues and concerns.

• Oversaw the management of amenities, order placement, payment and dispatch for existing/new live properties Highlight

• Handled entire Philippines price modifications and recon. Operations Head (Rest of TamilNadu)

• Led the set up operational SOPs, SLAs, Ops excellence metric, Net Promoter Score (NPS), Audits, etc.

• Responsible for end to end operations in Coimbatore HUB with a team of >100 GMs, Managers & Executives.

• Working directly with VM team for getting better, new & cost-effective vendors to reduce OPEX by ~30%

• Manage end to end Compliance in liaison with local Government authorities for OYO hotels in Coimbatore

• Responsible for adversity management such as maintaining tranquility in situations of Red alert, Bomb threats, Suicide & Rape at work place

• Reputation Management- Have been recognized by the CEO for effectively handling various situations where clients threaten to tarnish the reputation of the brand

Highlights:

• Made significant contribution in expanding the brand from 1 hotel (7 rooms) to 105 hotels (3000 Rooms)

• Awarded the best performer as HUB MOM increase in NPS (from 40% to 75%), Revenue (15% avg MOM growth), Contribution margin (from –ve 10% to +ve 25%), Audits (from 45% to 85%) and reducing OPEX by ~30% (~5000 per room per month)

• Ideated & Executed a strategy for paid Loyalty Program that led the team to increase the number of enrolment’s by over

~30% Mom

• Successfully reduced attrition from 35% to 4% for ROTN. Ran daily/weekly/monthly Rewards & Recognition engagement activities

Operations Manager, Chennai (Feb’2016)

• Inspected assigned properties as per pre-defined protocols and ensured the highest standards of Service and Client Satisfaction; targeted Zero Customer Complaints on account of OYO Service

• Worked closely with operations head and handled new initiative projects like Increase in GMV etc

• Work closely with property managers & owners to train them in rendering great service

• Acted as the first level of escalation for any customer issues, and resolve the same in an effective and timely manner

• For peak management, worked with ground team and sorted the CX Issues (OOTY, PONDICHERRY & KODAIKANAL) Highlights:

• Planned and worked toward reducing the overall gross valve of unhappy percentage from 2%.

• Managed operations of Tamil Nadu city for 60 days in the absence of OPS Head. Operations Manager & BD ZO (May’2015 – Jan’2016)

• Drove new client acquisition efforts through cold calling, meetings and maintaining relationship with existing clients.

• Work closely with property managers to train them in rendering great service

• Ensure 100% Compliance to ZO Standards of housekeeping, pest control and overall upkeep of property

• Identified new markets to expand by analysing demand and supply side of budget accommodation

• Acquired and partnered with existing properties to market as OYO properties

• Ensured the highest standards of service, prompt resolution of guest complaints and issues. WIPRO PVT. (May’2013 – May’2015)

Production Specialist

• Involved in procurement & Order Management activity for Alcatel Lucent, handling Telecommunication hardware and software products, with suppliers like Oracle, HP, IBM

• Created packing list and shipment invoices in SAP using outbound deliveries

• Followed up with orders, coordinated with Internal Business Partner (requestor) and Supplier for Purchase Order Changes EDUCATION

2012 B.E (Computer Science Engineering), 62%

KCG College of Engineering, Hindustan University

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