Nina Ruth Hannington
MBA Business Analytics | Hotelier
- Role
- Guest Experience Manager at Pullman Hotels & Resorts
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Nina Ruth Hannington
Hospitality professional with 6+ years in Guest Experience and operations, with a strong…
Experience
Guest Experience Manager
Apr 2025 — Present · Chennai, IN
Guest Experience Manager (Level 6)Pullman Chennai Annasalai - 232 keysDrive guest experience strategy through in-depth analysis of OTA reviews and internal guest feedback platforms.Track and improve hotel performance metrics and ranking across online travel agencies (OTAs) using hospitality analytics and reputation management tools.Design and deliver cross-functional training programs to ensure alignment with Pullman and Accor brand standards.Standardize guest service protocols across departments to maintain service consistency and elevate brand compliance.Lead internal and external quality audits, leveraging guest experience KPIs to inform operational excellence.Execute review acquisition strategies to increase review volume and improve Net Promoter Score (NPS) and online sentiment.Collaborate with department heads to embed guest-centric practices across operations, aligning with quality assurance and service excellence goals.
Education
Annamalai University
Bachelor of Commerce - BCom
2019 — 2023
SRM University
Master of Business Administration - MBA
2023 — 2025
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