Madhav Nambiar
Learning & Development Manager @Holland America Line
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WORK HISTORY
Learning & Development Manager @Holland America Line
Seattle, WA, US
Own & lead the learning, engagement and guest-experience capability for Pinnacle Class guest luxury cruise vessels - elevate service delivery, staff performance and guest satisfaction through impactful communication, live facilitation and cross-departmental influence.• Regularly deliver live presentations to multicultural audiences of both guests and crew - combine confidence, energy and compelling storytelling to inform, entertain and engage while ensuring memorable guest experiences and learner success. • Actively contribute to guest satisfaction performance - identify opportunities through direct guest interaction and observation, and influence leaders to convert insights into targeted training interventions that improve service quality and commercial outcomes.• Collaborate with shipboard leadership and HR as a trusted business partner - align learning initiatives with operational goals and guest experience priorities to directly support stronger reviews, satisfaction scores and onboard revenue.• Coach and guide leaders and frontline teams to improve communication, service delivery and guest interaction - strengthen crew confidence, professionalism and consistency across high-impact guest touchpoints.• Lead and facilitate dynamic, results-focused training sessions - leverage adult learning principles, real-world examples, storytelling and interactive facilitation to drive engagement, retention and on-the-job application.• Consistently meet training delivery targets - maintain accurate training records, analyze learning data and produce monthly reports.
EDUCATION
Bangalore University
Bachelor's degree - Army Institute of Hotel Management, Hotel Management
ABOUT MADHAV NAMBIAR
A multi-faceted and high-energy Guest Experience Specialist, Presenter and Public Speaker with 15+ years of experience representing premium brands across luxury cruise lines, aviation, hospitality and international experiential attractions in the USA, UAE and India.Proven expertise in engaging a culturally-diverse audience. Fosters a positive work culture through training, motivating and leading teams and building collaborative working relationships.Additionally, an Emotional Intelligence and NLP Coach Practitioner, Health Coach, qualified Chef, Personal Trainer and Theatre/Acting & Voiceover enthusiast. • Serve as a high-visibility onboard ambassador at Holland America Line - selected by leadership to host and participate in guest events due to recognized stage presence, persuasive communication and strong audience rapport.• Built frontline capability at the Museum of the Future - trained, mentored and supervised 70+ new joiners on brand standards, product knowledge, public speaking, guest interaction and presence.• Recognized with multiple leadership, peer and guest awards at MOTF - Employee of the Month (peer-nominated), for exceptional performance, product knowledge, guest engagement and delivery of premium guest experiences.• Recognized national-level public speaker - selected among the Top 100 speakers from participants in Super Speaker Season 3 (2024), India’s only public speaking reality competition.• Appointed Trainer & Assessor for Level 2 Personal Trainer candidates by Body//Hack: Fitness Education (2021–2022)- conducted workshops, evaluated performance and guided candidates toward certification success.• Consistently recognized for reliability and service quality at Etihad Airways - including a perfect attendance record, guest commendation letters and formal leadership recognition for exceeding expectations (2018).• Operated the kitchen as a self-contained business unit at ITC Hotels - oversaw people, quality, cost control and delivery across 4 high-volume, award-winning fine-dining outlets while maintaining premium brand standards. Led and developed a team of 25 chefs.• Played a key role in achieving industry recognition at ITC Hotels - led the team to win multiple honours by the Times Food Guide Awards: “Best Sunday Brunch” (2015) and “Best 24/7 Fine Dining Outlet” (2012, 2013).• Public Speaking Invitations – Guest Speaker at IIHM Bengaluru, AIHMCT and Madras Christian College.• Emcee/ Presenter Engagements – professional Presenter + Emcee for Retail brands in the UAE.
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