Divya Nagpure

Operations Associate

Mumbai, Maharashtra, India4 yrs 10 mos experience

Most Likely To Switch

Key Highlights

Proven track record in luxury hospitality management.
Expertise in guest relations and service recovery.
Strong leadership skills in high-pressure environments.

Stackforce AI infers this person is a Luxury Hospitality Professional with a focus on Guest Experience and Operations Management.

Contact

Skills

Core Skills

Hotel Operations ManagementGuest Experience & Guest RelationsFront Office OperationsGuest ExperienceFront Office

Other Skills

Front Office LeadershipVIP Guest HandlingService Recovery & Problem ResolutionTeam Supervision & Shift LeadershipLuxury Hospitality Service StandardsInterdepartmental CoordinationGuest ServicesComplaint handlingTeam LeadershipCommunication and Interpersonal SkillsDecision MakingCollaborationCommunicationClerical TasksTeamwork and Collaboration

About

I am a dedicated and results-driven hospitality professional currently serving as a Duty Manager at Ira by Orchid Hotels, Mumbai. With strong expertise in front office operations, guest relations, and hotel operations management, I specialize in delivering seamless and memorable guest experiences aligned with luxury hospitality standards. In my current role, I oversee day-to-day hotel operations, ensure operational excellence, and act as a key decision-maker in maintaining service quality and guest satisfaction. I am experienced in handling VIP guests, resolving complex guest situations, and coordinating with multiple departments to ensure smooth and efficient hotel functioning. I bring a proactive leadership approach, strong problem-solving abilities, and a deep commitment to service excellence. My ability to remain calm under pressure, lead teams effectively, and deliver exceptional service contributes directly to operational success and guest loyalty. Core expertise includes: • Hotel Operations Management • Front Office Leadership • Guest Experience & Guest Relations • VIP Guest Handling • Service Recovery & Problem Resolution • Team Supervision & Shift Leadership • Luxury Hospitality Service Standards • Interdepartmental Coordination I am passionate about growing within luxury hospitality brands and contributing to world-class guest experiences. I am open to opportunities with leading luxury hotels in Mumbai and international markets.

Experience

4 yrs 10 mos

Total Experience

11 mos

Average Tenure

1 yr 2 mos

Current Experience

Ira by orchid hotels

Duty Manager

Feb 2025 – Present · 1 yr 2 mos · Mumbai, Maharashtra, India · On-site

Leading daily hotel operations to ensure seamless guest service and operational efficiency
Managing front office operations, guest relations, and service delivery
Handling VIP guests and ensuring personalized luxury guest experiences
Resolving guest concerns professionally, ensuring guest satisfaction and retention
Supervising hotel staff and ensuring adherence to brand standards and SOPs
Coordinating with housekeeping, food & beverage, and engineering departments
Acting as the primary point of contact for operational decision-making during shifts
Maintaining service excellence and operational control in a fast-paced environment

Hotel Operations ManagementFront Office LeadershipGuest Experience & Guest RelationsVIP Guest HandlingService Recovery & Problem ResolutionTeam Supervision & Shift Leadership+2

The indian hotels company limited (ihcl)

Executive

Jan 2024 – Feb 2025 · 1 yr 1 mo · Colaba, Maharashtra, India · On-site

Manage daily front office operations including phone calls, email responses, and office supplies maintenance.
Resolve guest complaints efficiently to ensure high satisfaction and foster positive guest relations.
Train and lead associates to maintain service standards and improve team performance.
Coordinate follow-ups to ensure guest issues are addressed and closed promptly.
Implement cost-effective strategies to optimize front desk operations without compromising service quality.

Front Office OperationsGuest ExperienceGuest ServicesComplaint handlingTeam LeadershipCommunication and Interpersonal Skills

Trident hotels

Front Office Associate

Nov 2021 – Nov 2023 · 2 yrs · Mumbai, Maharashtra, India · On-site

Oversee date roll processes to maintain accurate records and ensure seamless daily operations.
Demonstrate decision-making skills to support smooth operations in line with business goals.
Align operations with financial and budget targets to drive consistent performance.
Achieve positive guest feedback by upholding service excellence and reinforcing brand reputation.
Collaborate with other departments to ensure coordinated guest services and efficient operations.

Front OfficeGuest ExperienceGuest ServicesDecision MakingCollaboration

Della adventure & resorts pvt ltd

Guest Services Associate

Jul 2021 – Oct 2021 · 3 mos · Lonavala · On-site

Monitor alarm panels, phones, and radios to ensure communication efficiency and guest safety.
Direct incoming calls and efficiently manage conference calls for prompt responses.
Report equipment issues to management for quick resolutions, minimizing service disruptions.
Handle clerical tasks, including mail sorting, supply restocking, and document typing.
Assist in streamlining communication processes to improve front desk response time.

Guest ExperienceGuest ServicesCommunicationClerical Tasks

Vrindavan restaurant

Restaurant Hostess

Jan 2021 – May 2021 · 4 mos

Address guest inquiries regarding hours, seating, and menu to enhance the dining experience.
Cultivate positive guest relations through efficient seating arrangements and responsive service.
Manage reservations, waitlists, and to-go orders to ensure smooth dining operations.
Assist staff in preparing and maintaining the dining area for a welcoming atmosphere.
Coordinate seating plans to optimize flow and reduce wait times during peak hours.

Hyatt regency

Internship Trainee

Nov 2019 – Mar 2020 · 4 mos · Mumbai, Maharashtra, India · On-site

Gain hands-on experience in front office management, housekeeping, and food & beverage services.
Assist in organizing guest services to improve operational efficiency in various departments.
Support food production and beverage services, learning core principles of guest satisfaction.
Engage with diverse teams to understand interdisciplinary roles within hotel operations.
Apply hospitality skills to deliver high-quality service across departments during an internship.

Front OfficeGuest ExperienceGuest Services