Mansi Gujar
Dubai,UAE
Summary
Client-focused Customer Service Officer with excellent administrative skills and expertise working for well-known agencies. Proven experience in customer service and conflict resolution. Provides dynamic, high-quality service leveraging years of hands-on experience in travel industry. Results-driven, ambitious and competitive business leader focused on transformative leadership and continuous improvement to drive growth and maximize profits. Tenacious executive ready to take on challenging role, meet goals and surpass expectations. Seasoned professional with focus on optimising operational workflows and driving business growth. Streamlines processes and enhances team performance to achieve organisational goals. Utilises strategic planning and cross-functional leadership to deliver consistent results. Offering strong leadership and problem-solving skills with background in team management and project coordination. Knowledgeable about streamlining processes, improving operational efficiency, and fostering positive team environments. Ready to use and develop skills in strategic planning, communication, and resource management in Contracting Manager role.
Overview
18
18
years of professional experience
Work History
Contracting & Operations Manager
Golden Gateways Travels LLC
Dubai, UAE
07.2024 - Current
- Devised operational policies for regulatory compliance and best practices adherence.
- Managed vendor relationships to ensure timely delivery of services.
- Implemented quality control measures, enhanced product standards.
- Fostered a culture of continuous learning, improved workforce competency levels.
- Coordinated cross-functional teams, achieved project milestones on schedule.
- Optimised workflow procedures with strategic planning and team coordination.
- Promoted company's brand values whilst dealing with prospective and current hotel partners.
- Collaborated with marketing department for promotion of newly contracted hotels.
- Maintained comprehensive records of all contracts, ensuring easy access during audits or reviews.
- Identified potential hotel partners for expansion of network.
- Streamlined contract renewal process, reducing time required to renegotiate terms.
- Developed relationship with existing hotel partners to enhance cooperation.
- Oversaw daily operations and contract management for site teams.
- Conducted site surveys, visits and inspections ahead of deadlines.
Contracts Officer
Meeting Point Emirates
Dubai, UAE
10.2022 - 06.2024
- To support Destination Manager in creation and execution of the Contracting Plan and strategies and meeting agreed objectives.
- Analyze and report the hotel trends to the line management.
- Consolidate the Room nights/Revenue statistics from the team (Contracting Executives).
- Run rate comparison on weekly basis (B to B) for our top key suppliers to ensure Meeting Point Emirates is competitive in the market
- Provide details market intelligence based on your discussions with the hoteliers (competitors/clients)
- Negotiate special offers with our key partners (as per sales brief & requirements) Define and understand the sales needs for a given market.
- Monitor the contracting executives in making sure the assigned tasks are completed in a timely manner
Senior Travel Consultant
Arabian Adventures Emirates Group
Dubai, UAE
05.2015 - 10.2022
- Maximised sales opportunities, conducting prompt, effective quote follow-up to ensure maximum numbers.
- Employed promotional techniques to sell tour packages, contributing to 70% profitability increase.
- Provided outstanding customer service, ensuring full understanding of brochure, contents and booking conditions.
- Supported continuous improvement, collecting feedback from clients, agents and ground handlers to inform future processes.
- Offered exemplary service to new and existing clients, helping to build lasting relationships and secure new travel assignments.
Process Coordinator
Emirates Holidays, Dubai, UAE
Dubai, UAE
06.2014 - 04.2015
- Providing guidance to end users by answering queries, undertaking investigations and identifying areas of improvement.
- Continuously manage and monitor competitor activity and analysis through airfare and other pricing systems.
- Providing regular summary reports for further analysis.
- Conduct and analyze all quality control process on tactical fare activity to ensure fare products are pricing as per commercial intent.
- Communicate proactively to teams concerned thereby ensuring best prices are viewed by end user.
- Ensuring all pricing activity is delivered to market on time.
- Compiled industry data on competitor pricing, materials costs and supply chain issues to help set accurate pricing.
- Assist in preparing and analyzing market fare data for demand analyst and support demand forecasting and modelling it based on market context.
- Software used Airfare, Business objects, DSS, PROMIS, MARS, ATPCO, Price Guide, OCEAN, Advanced MS Excel.
Team Leader
Cox and Kings India
Mumbai, India
08.2010 - 04.2014
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Reached high-quality standards through audits and testing.
- Fostered positive employee relationships through communication, training and coaching.
Process Associate
Tata Consultancy Services
Mumbai, Maharashtra
06.2007 - 08.2010
- Responsible for GDS distribution of private fares / Negotiated fares and public, web fares for Lufthansa Airlines.
- Support pricing Team to build strategies to offer variations
in fares. - Assistance to pricing team in finding variety of pricing
solution with regards to GDS and other distribution systems
understanding. - Providing continuous assistance to sales with respect to
pricing queries. - Develop & review schedules for all fares, by market, within
regional group to ensure they are quoting and pricing
properly in MARS, GDS/CRS, EOL and other e commerce
facilities. - Responsible for distribution of LH fares / rules to all
GDS/CRS worldwide. - Provide expert advice and guidance to end users and head
office departments by answering queries, undertaking
investigations and identifying areas of improvement. - Responsible for auditing ATPCO rules coding within
respective regional group and ensure quality checks are
performed in all GDS/CRS on daily basis after LH fares/rules
have been updated and distributed to all GDS/CRS, for
maintaining integrity of LH data as intended by pricing
teams and also for minimizing loss of revenue. - Co-ordinate with all GDS/CRS for fare discrepancies and
their system logic, in order to take corrective action in their
respective systems, which will minimize LH's loss of revenue
and gain confidence in travel trade.
Education
Bachelors of Commerce - Accounts
Mumbai University
Mumbai04.2007
Skills
- Resource allocation
- High performance reward schemes
- Customer relationship management
- Operational processes
- Outstanding customer service
Timeline
Contracting & Operations Manager
Golden Gateways Travels LLC
07.2024 - Current
Contracts Officer
Meeting Point Emirates
10.2022 - 06.2024
Senior Travel Consultant
Arabian Adventures Emirates Group
05.2015 - 10.2022
Process Coordinator
Emirates Holidays, Dubai, UAE
06.2014 - 04.2015
Team Leader
Cox and Kings India
08.2010 - 04.2014
Process Associate
Tata Consultancy Services
06.2007 - 08.2010
Bachelors of Commerce - Accounts
Mumbai University
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