A result oriented professional with over 16 years’ experience in Operations, Guest Services, and Client Servicing & Team Management in hospitality and BPO industry. Good experience in supervising and managing the operations ensuring adherence to the quality standards & norms of the organization. Hands on experience in Business Excellence using various quality tools like Lean, Six Sigma and SEM Deft at maintaining customer & employee satisfaction. Excellent written, communication, inter personal, liaison and problem-solving skills with the ability to work in multi-cultural environment.

1. SIDDHARTH GUJ
Address: B1 – 206, Indu Aranya Apartments, GSI Road, Bandlaguda, Nagole, Hyderabad – 500 068
Contact: +91-9160188882 (M)
Skype: siddharth.guj
Email: siddharth.guj@gmail.com
Seeking top management level assignments in Operations with an organization of repute preferably in the
Customer Service industry
 A result oriented professional with over 16 years’ experience in Operations, Guest Services, and Client
Servicing & Team Management in hospitality and BPO industry.
 Good experience in supervising and managing the operations ensuring adherence to the quality standards &
norms of the organization.
 Hands on experience in Business Excellence using various quality tools like Lean, Six Sigma and SEM
 Deft at maintaining customer & employee satisfaction. Excellent written, communication, inter personal,
liaison and problem-solving skills with the ability to work in multi-cultural environment.
KEY RESULT AREAS
Training
 Ensured complete on-site knowledge transfer across various geographies
 Leading client end discussions on knowledge transfer and management plans
 Delivering zero noise transitions in United Kingdom and United States of America
 Empowering team to work on innovations and improve client reporting
Client Servicing – Operations
 Ensuring high quality services with optimum resource utilization for maximum service quality.
 Ensuring overall increase in Net Promoter Scores.
 Achieving Revenue and EBIT targets.
 Delivering smooth operations at all the serviced locations.
Client Servicing – Relationship Maintenance
 Ensuring high quality services, resulting in customer delight and optimum resource utilization for maximum
service quality.
 Providing maximum client satisfaction by closely liaising with the operations team and ensuring that the
client requirements will be met accordingly.
 Developing Business Leads.
 Delivering high-value services to upscale clients for exalting their satisfaction levels.
Guest Operations
 Ensured maximum guest satisfaction by closely interacting with guests to understand their requirements &
customizing products & services to their needs.
 Strategized policies & procedures in the operating systems and training and motivating the staff to deliver
100% Guest Satisfaction.
 Provided maximum customer satisfaction by closely interacting with in-house and potential guests to
understand their requirements and customizing the product and services accordingly.
 Reviewing & interpreting the market trends/ client feedback to attune business strategies.

2. CAREER GRAPH
GENPACT, Jaipur, Hyderabad Assistant Vice President Dec ’10 to till Date
 Leading Knowledge Transfer team of the vertical to ensure seamless knowledge transfer
 Responsible for all the client interactions starting from CXO to PMO level and discussions on planning and
execution of agreed transition methodology
 Responsible for Net Promotor Scores during transitions and successfully achieved 100% positive scores
 Successfully completed 450+FTEs transitions in hospitality industry across UK and USA
 Handled transitions for various industries ranging from hospitality to auto to gas and power.
 Responsible for day to day function as the Operations head for business at two different locations.
 Responsible for business level P&L, revenue generation, maximizing AOI%, hiring and retention of teams.
 As the Operation Leader to ensure that the entire workforces (of 300+ including team leaders) are well
informed about the client updates.
 Responsible for proactively informing all client functions about future concerns because of any strategy
change (internal, external, people and product).
 Responsible for using Six Sigma methodology to achieve targeted accuracy, using Data Analysis tool
wherever required and interpreting it in logical mode.
 Ensuring that the operations team maintain the Average Handling Time, Average Response Time and Time
on System and should meet all Service Level Agreements.
 Responsible for managing service level agreement like resolution, turnaround time, average processing time,
accuracy.
 Maintained good relations with the onsite clients to ensure that the participating hotels achieve maximum
and fair distribution of human workforce.
 Ensured that the participating hotels revert back to the end customer on time in case of any escalations &
complaints.
 To spot-check reservations made to ensure the standards of quality.
 Ensure all brand standards of clients are understood and followed during the reservation process.
 Developing relationship with the Marketing and Operations leaders of the participating hotels.
 Integral part of Genpact’s SEP creation team for Hospitality industry.
 Being a Subject Matter Expert, developing leads for the business development and helping them in Request
for Proposals.
Taj Jai Mahal Palace/Taj Deccan, Jaipur/Hyderabad Manager – Learning & Development Apr’08 to Dec’10
 Handled all trainings and Business Excellence activities in the Hotel.
 Developed hotel Balance Score Card
 Developed Standard Operating Procedures for Front Office, Reservations for Taj Premium hotels (38 hotels)
 Developed and piloted New Brand Standards and Standard Operating Procedures for Taj Premium hotels (38
hotels)
 Developed Procedures and Standards Manual for Extended Stay Guests (Long Stay Guest) for Taj Premium
hotels (38 hotels)

3.  Specialized in Training of Front Office
 Handled Training on Taj Brand Standards, Attitude, Behaviour
 Various Modular training including E Learning for employees
 Winner of Highest Training Certification Award in Taj Premium hotels.
 Consulting team member for E Learning Software launch at Taj Hotels.
 Certified Assessor of Business Excellence in Tata Companies. (Assessment based on Tata Business Excellence
Model derived from Malcom Balridge Model of USA)
 Handled Trainings on Quality Management to Executives in the Hotel.
 Prepared & analysed performance dashboard for staff.
 Analysed Top Complaints of the departments through Why – Why Concept and eliminated them through
Training or reworked the process.
 Part of Operational Pre opening team of SYN Asian Grill & Bar
 Developed Procedures and Standards for SYN Asian Grill & Bar
 Developed Foreign Language training videos
Taj Jai Mahal Palace, Jaipur Duty Manager/Assistant Front Office Manager Apr’05 to March ’08
 Handled Front Office (a Team of 20 members)
 Handled shifts.
 Handled VIP arrivals and departures.
 Key team member in Up selling and cross selling of hotel facilities to the guests.
 Handled Reservations with a 99.8% accuracy in providing guest information.
 Handled cross selling of various Taj hotels.
 Appraised by many guests and management for pleasant interactive moments created for them.
 Overseen a team of 5 Guest Relation Executives
 Won the Taj Award for Business Excellence for Best Customer Information System Team with 0.01% error
in guest profile updation for consecutive 11 months.

4.  Achieved highest Average Room Rate, Revenue Per Available Room (RevPAR) and RevPAR Premium.
 Maintained a RevPAR Premium of 1.8 for successive 6 months
 Being a Certified Taj Departmental Trainer, handled training for new joiners & staff.
 Analysis of MIS reports.
 Involved in Employee Engagement and Satisfaction.
 Analysed Top Complaints of the department through Why – Why Concept and eliminating them.
 Improved Interdepartmental Coordination
Fortune Select Global, Gurgaon Guest Service Executive – Reservations Feb’04 to March’05
 Handled Reservations with 99% accuracy.
 Maintained ARR, Rev PAR and RevPAR Premium of 1.3
 Developed and maintained good relations with corporate bookers
 Maintained occupancy of 85% for the first 3 months of the opening of the hotel.
 Cross sell various Fortune Hotels.
 Initiated cross selling in front office for F&B Service products.
 Handled training for new joinees.
 Handled VIP arrivals and departures.
 Handled Shifts.
 Prepared MIS reports.
 Planned duty roaster and leaves for line staff.
 Assisted Front Office Manager and conducting daily briefing.
 Prepared room inventory in liaison with Sales Team.
 Prepared room inventory in liaison with Sales Office.
 Handled Concierge functions.

5.  Maintained Guest Relations.
Ananda In The Himalayas, Rishikesh Front Office Assistant Oct’00 to Dec ’03
 Handled Reservations and was direct contact for Regional Sales Offices.
 Maintained an Average Room Rate of Rs. 11000 per month and Rs 10500 for the year
 Prepared Management Information Reports and Reservation Statistical Reports.
 Handled Shifts.
 Handled Group Arrivals & Departures.
 Handled Arrivals & Departures.
 Worked as Concierge.
 Handled Cashier Functions.
 Handled training for new joiners.
 Handled Guest Relations.
 Support in making of Departmental Profit & Loss Account.
 Handled Night Audit functions.
 Independent In charge of Night Shifts in absence of Night Manager.
 Worked as Personal Concierge of VIP guests.
 Handled Key Inventory.
ACADEMIA
 3 years Diploma in Hotel Management from Institute of Hotel Management, Jaipur in 1997 – 2000.
 Practical knowledge of Window 9x , Windows 2000, Internet , Fidelio PMS, KANA Tool, Citrix
PERSONAL DETAILS
 Date of Birth 01st
September, 1978

6.  Languages English & Hindi
 Reference Can be furnished
Date: (SIDDHARTH GUJ)

7.  Languages English & Hindi
 Reference Can be furnished
Date: (SIDDHARTH GUJ)