Apr 2014 – Jun 2015 · 1 yr 2 mos

• Read
• https://www.peoplematters.in/author/vrishi-malhotra
• Spearheading business & delivery of various projects, which include special assignments like Business School and Best Employer issues.
• Leading research projects involving response gathering for 3rd party researchers.
• Responsible for Marketplace editorial and expansion. (Marketplace is a one-stop shop for HR buyers to search, assess and connect with HR products and service providers.)
• Responsible for People Matters special supplement issues which involves getting HR service providers on board to contribute written content as well as advertisements.
• Assisting the sales and marketing team in revenue generation by means of conceptualising and implementing subscription drives.

May 2010 – Mar 2014 · 3 yrs 10 mos

• As Assistant Editor my responsibilities included assisting the editorial team in production of the monthly magazine.
• Spearheaded the Great Places to Work project consecutively for three years. (Acted as the single point of contact for companies participating that included formulating questions, organising photo shoots, taking interviews and assisting in the sales and marketing function for profit generation)
• Was responsible for creating, maintaining and enhancing database for People Matters.
• Ownership of the CMS software for People Matters which enables loading of the magazine online.
• Full ownership of the distribution of the magazine on a monthly basis.
• Lead research projects for People Matters some of them are:
• Benchmarking Gender Inclusion in Corporate India Survey in association with Tata Consultancy Services in 2010. The survey aimed to provide insight into the practices, policies and metrics regarding gender inclusion in corporate India.
• Lead the project involving production and release of the HR Showcase book in association with NHRD. The book aimed at reflecting some of the best HR practices of companies across industries.
• Worked on a special editorial feature on Second Careers of women employees in association with AVAR I-WIN, MTHR, Shailesh J. Mehta School of Management, IIT Mumbai. The study stressed on working women professionals returning to workplace after a gap.
• Responsible for weekly newsletter, event listings and snippets for the magazine.
• Formalising media partnerships and ensuring deliverables for the same.

Jan 2006 – Jan 2008 · 2 yrs

• Pune
•  To lead a team of over 21 people, in an insurance (Motor Claims) environment.
•  Handling escalations, catering to out of the box customer needs by suggesting appropriate solutions matching customer and business needs.
•  Logging customer calls and monitoring team performance in terms of customer satisfaction surveys, login times, Customer Satisfaction transfers and other stipulated criterion.
•  Administrative responsibilities including the preparation of the shift schedule, attendance and monthly incentives for the entire process.
•  Devised a training module to incorporate most frequently asked questions collected over a period of two months across the floor and then creating an exhaustive database for the trainers to follow in the training.
•  Have been keeping a track of the service level requirements for the client and delivering higher than expected quality scores and customer delight.
•  Identification of training needs of team members, and helped provide the required training.
•  Responsible for the performance of teams, and training development programs planning for the process.
•  Involved with Base-lining the quality procedures, and supporting the management team with MI, client relations, target setting and achievement.
•  Resource planning for the process.

Jan 2002 – Jan 2004 · 2 yrs

• Oberoi Towers, Mumbai
•  Management and supervision of front office operations having strength of approximately 100 employees. (Including duty managers, guest relations, reception, cashiering, concierge, bell desk, doormen, parking valets, airport representation and car rental services).
•  To manage an induction process and ensure that it achieves its purpose for all new employees which includes drawing up work schedules and job responsibilities for them.
•  Managing staff appraisals and allotting objectives thereafter.
•  Managing and developing key basic SOP’s for the department that includes grooming, quality of interaction, induce warmth and quick decision making ability through training and supervision among the staff.
•  To ensure that groups, crew and blocks are handled efficiently from the time of their arrival till departure.
•  Responsible for according and managing all VIP guest amenities.
•  Managing foreign dignitary visits, cruise liner movements and leisure groups.
•  Managing hotel operations during the night in the capacity of Duty Manager.
•  Initializing Night Audit and Hotel Revenue accounting procedures and Management Information Systems.
•  Managing airport representation and car rental services.
•  Counseling team members. The hotel has a formal system of annual appraisals with quarterly reviews.
•  Managing the Reservations Call Center for both inbound and outbound bookings.
•  Airline Crew Management – responsible for managing transportation, rooms and relationship management.
•  Managing foreign currency transactions.

Jan 2000 – Jan 2001 · 1 yr

• Oberoi Towers, Mumbai
•  The department is at 91% in its Guest Service Ratings .In the Leading Quality Assurance audit of The Leading Hotels of the World; it is at 81.70% against an average of 74.80% of similar luxury properties audited by The Leading Hotels of the World internationally.
•  Customer Relationship Management & Guest Feedback solicitation and analysis.
•  Managing a team of Guest Relations Executives and responsible for their training, development and appraisals.
•  Managing and implementation of an effective system of customer relationship management that includes guest recognition program, long stay relationship management, guest interaction procedures etc.
•  Managing and maintaining prescribed service standards to ensure delivery.

Jan 1999 – Jan 2000 · 1 yr

• The Oberoi Grand, Kolkata
•  To receive guest feedback and preferences regarding hotel services and ensuring action is initiated on the same to maximize guest satisfaction.
•  Managing and maintenance of guest history details and ensure its implementation.
•  Being a ‘one stop shop’ for guest relations and manage “owning the guest” program.
•  Comprehensive knowledge of FIDELIO and various reservations systems.

Jan 1998 – Jan 1999 · 1 yr · Dubai, United Arab Emirates

• Responsible for all front desk activities (check in, check out, ticketing, handling guest visas, handling airport transfers).
• Hotel room reservations – reservations, inventory and rate management, practicing yield management.
• Ensure all international travellers met with courtesy and extend all help required accordingly