Deepti Pathak

High Value Manager, South Asia British Airways

Summary

Accomplished business development leader offering over 10 years of experience driving revenue through building and maintaining client relationships. Creative and dynamic marketer with proven expertise in consistently penetrating new markets to ensure sustainable revenue growth. Leverages exemplary communication and in-person meetings to establish presence and build a positive brand while fostering continuous client engagement. An expert in interpersonal skills with Client, Partners and Team members. Adept at working effectively to achieve goals both as a cross-functional team member and individual contributor.

Work History

Work History
Aug 2014 - Present

High Value Manager, South Asia

British Airways
  • Supporting the commercial strategy by managing the relationship & revenue from a portfolio of South Asia’s high value  customers and influencers
  • Capitalising on opportunities for revenue growth and maximising new and existing business opportunities within the high value portfolio (Premium Flyers)
  • Building and maintaining relationship with business leaders through influential bodies like EO / YPO/WPO.
  • Engaging in tactical networking and building strong linkages with industry bodies such as CII (Confederation Of Indian Industries), FICCI (Federation of Indian Industries & Commerce), BBG & EBG (British & European Business Group), AMCHAM (American Chambers of Commerce) etc
  • Designing and implementing tactical and targeted offers for ‘High Value’ base.
  • Maintaining regional focus and Developing strategies to suit different markets and monitor trends
  • Obtaining feedback on market trends and competitor activity from customers, key contacts and share with commercial team.
  • Conducting niche interactive customer events to demonstrate value / recognition.
  • Representing British Airways for all high value business networking opportunities.
  • Partnered with Entrepreneur Organisation on Global level and YPO for South Asia.
  • Acquired tie ups with various luxury brands like Genesis luxury, Four Seasons Private Residences, ITC Hotels and many more.
  • Tied up with Harvard Business School to partner in annual Harvard India Conference in Boston. 
  • Tied up with RN Golf to partner in Standard Charted Golf Tournaments across Pune and Delhi.
  • Hosted the Sanctum Prestige Golf tournament in Bengaluru.
  • Acquired 25 new enterprise enrolments in to BA corporate loyalty programs in Yr 2014.
  • Generated direct revenue of 2m GBP for 2015. 
Mar 2013 - Jun 2014

Relationship Manager, Marketing and Sales, West

TATA Housing and Development Company
  • Managed new and existing relations with ultra HNI customer base for THDC Luxury Projects (Western Region)
  • Project Manager for THDC Privey – Luxury Villas Lonavala.
  • Achieved annual sales target of 105Cr for financial yr 2013-14.
  • Monitoring the organisational Customer Service Team
  • Managing and overlooking Social Media Index.
  • Gathered company and market intelligence by enhancing client interactions and building them into long term relationships for the organisation.
  • As part of the Distribution Strategy, identified and recruited channel partners.
  • Conducted secondary data research and analysis to determine the key product-relevant needs of the target-market. 
  • Maintaining cordial relations with customers to sustain the profitability of the business.
  • Conducting Interviews and Screening Potential Candidates for Sales Positions
  • Managed real estate agent network of over 50 agents.
  • Conducting Interviews and Screening Potential Candidates for CRM Positions.
  • Trained and mentored new recruits within department
  • Consolidated and analysed reports for performance reviews for the Marketing and Sales team.
  • Established from scratch and handled TATA Housing Corporate Sales vertical for all Mumbai properties.
  • Conducted multiple Motivational Training Seminars for Corporate Team.
Oct 2012 - Feb 2013

Operating Front Office Manager

ITC Hotels, ITC Grand Central Mumbai
  • Leading a team of 60 plus associates, 5 managerial resources and 5 executives. Managing Front Desk, Business Lounge, Concierge, Telecommunication, Guest Relation and Rooms Controller Operations. 
  • Training and developments of hotel reservations team.
  • Maintaining daily sales reports and planning to meet up selling targets
  • Managing Customer Relation, personally meeting and maintaining HNI and long held loyal Customer Relations.
  • Designing and implementing tactical and targeted offers for the target customers. 
  • Keeping a check on Six Sigma standards and running area effectiveness team as the leader.
  • Ensuring customer satisfaction by achieving delivery of service quality norms.
  • Carrying out Radom Audits as per identified standard list of different sub areas.
  • Identify innovative methods to meet cost control targets.
  • Attended Six Sigma green belt training.
  • Remained an active Motivational speaker, trainer and coach to for ITC Grand Central management team 
  • Maintaining the highest guest satisfaction index of 95% among the ITC hotel chain pan India, as the sole customer service champion.
  • Presented with Above and Beyond award for exemplary performance over two consecutive years. 
May 2010 - Sep 2012

Assistant Front Office Manager

ITC Hotels, ITC Grand Central Mumbai
  • Leading a team of 60 plus associates, 4 managerial resources and 5 executives. Managing Front Desk, Business Lounge, Concierge, Telecommunication, Guest Relation and Rooms Controller Operations on day to day basis. Reporting directly to the Front Office Manager.
  • Ensuring customer satisfaction by achieving delivery of service quality norms.
  • Carrying out Radom Audits as per identified standard list of different sub areas.
  • Roster planning for entire department.
  • Generating finance reports, calculating the day’s revenue and yielding figures with profit analysis and comparison of same against market and immediate competitors.
  • Ensuring high efficiency by Guest Relations Team and high guest satisfaction index measured by tools such as electronic guest comment cards.
  • Encouraging the team for loyalty program enrolment, maximising profits and achieving the annual & monthly sales budget.
  • Attended Vyaktitva’s workshop – LEAD Module 1&2
  • Conducted Several Motivational Training Seminars for hotel employees.
  • Achieved high guest satisfaction index continuously for the months of June, July and August closing with an average of 96%.
  • Reduced departmental attrition rates by 15% over a span of 6 months and increased trained man power generation by 40% per quarter.
Jan 2009 - Apr 2010

Duty Manager

ITC Hotels, ITC Gardenia Bengaluru
  • Selected along with 4 other colleagues from a team of 55 to open the ITC Royal Gardenia in Bengaluru as PRE opening Asst. Manager Front Office.
  • Lead Front Office Pre Opening team for ITC Royal Gardenia The Luxury Collection, Bengaluru, from 9th January 2009 to the April 2010. 
  • Successfully opened ITC Royal Gardenia in Nov 2010.
  • Leading a team of 32 associates and 3 executives shift wise.
  • Received 3 quarterly consecutive “Well Done Award” for efficient management of Front Operations as a Duty Manager at ITC Hotel - The Royal Gardenia, Bengaluru.
  • Established Impeccable Front Office Operation with complete designing and set up of work of area to the training of associates.
Jun 2007 - Jan 2009

Management Executive

Welcomgroup Management Institute
  • Underwent specialised cross functional hotel management on the Job training in hotel as well as extensive classroom sessions.
  • Carrying out thorough case studies on situations and operations related issues in assessment projects and implement the same along with different area heads to improve service standards.
  • Preparing projects on specialisation areas.
  • Excelled in management of Front Office Operations.
  • Scored 83% during final semester and accorded along with 4 other colleagues from a team of 55 to open he ITC Royal Gardenia in Bengaluru as PRE opening Asst. Manager Front Office.
  • Achieved top appraisals & remained among top 5 rankers for all 3 semesters in a class of 55 under study managers.
Jul 2007 - Dec 2008

Hotel Industrial Trainee

Taj Hotel and Resorts, Taj Palace New Delhi


Education

Education
2004 - 2007

B. Sc. Hospitality & Hotel Administration

Institute of Hotel Management and Catering Nutrition, Shimla, India


1989 - 2007

High School

Convent Of Jesus & Mary