Jan 2023 – Apr 2025 · 2 yrs 3 mos · Gurugram, Haryana, India

• Heading the Front Office Operation as Front Office Manager.
• Was part of driving Front Office Operations for a Highest Ever Hotel Revenue since Inception in FY - 22/23 with a Hotel GOP of 57%
• Achieved highest ever Transportation Revenue of 57 Lacs in a Month since Inception with team being incentivised via Upsell programme.
• Maintained - Rooms Division Profitability of 85% throughout the year - with a under budget CPOR.
• Managing an Inventory of 412 Rooms - 13 Categories with 89 Rooms Residences
• Strategising Key Development Position and Talent within the Front Office Dept.
• Working in sync with SOPs of the Organisation, Training on LQA, ABC Compliance
• Working Towards Team Goals and Targets of exceeding Targeted Budget for Room Upsell & Transportation Revenue.
• Maintaining a high standard of work by being an Impactful Player by ensuring High Quality of Luxury Service & Delivering Excellence.

Aug 2021 – Jan 2023 · 1 yr 5 mos · Gurugram, Haryana, India

• Leading Front Office Operation at The Leela Gurugram - 412 Keys as AFOM
• Managing a Team of 60 Souls (Front Desk,Bell Desk, Concierge, Guest Realations, Chauffeurs, Guest Services and Data Management)
• Building Team & Training as per SOPs
• Roster Management & Core Training as per SWOT Analysis.
• Conducting DCC - Awarding Quality Performers

Apr 2018 – Jan 2021 · 2 yrs 9 mos · New Delhi Area, India · On-site

• Managing the Entire Front Office Team (Total Manning of 70 People), Roster Management and shift
• Allocation, Constant Audits to ensure proper adherence of SOPs, Analyzing guest experience and
• studying feedback through QMS, Analyzing training needs and the core areas of improvement within
• department, Taking care of Rewards and Recognition Programs, Scrutinizing TripAdvisor Reviews and
• following up for Detractors.

Feb 2017 – Mar 2018 · 1 yr 1 mo · New Delhi Area, India · On-site

• Handling Front Office Operations for 480 Keys.
• Hotel with Two Tower Concept, with two pre-lobby and reception.
• Extremely Guest Centric and imparting an experience of Luxury class to each and every guests.
• Working towards uplifting TripAdvisor Ranking by motivating team members.
• Part of the TQM - Total Quality Manager's to enhance guest experience.
• Conducting regular training, briefings and audits.
• Regular checks on adherence to SOPs.
• Analyzing guest experience and studying feedback through CFS.
• Analyzing training needs and the core areas of improvement within department.

Apr 2016 – Feb 2017 · 10 mos

• Promoted as Duty Manager within 1.5years.
• Managing and Responsible for Front Office Operations of 183 Keys cliff resort,
• Constant Audits to ensure proper adherence of SOPs,
• Analyzing guest experience and studying feedback through CFS,
• Analyzing training needs and the core areas of improvement within department.
• Managing and manning the team of 21 souls, including operators, bell boys, concierge, front/club reception desk.

May 2014 – Apr 2016 · 1 yr 11 mos

• Managing and Responsible for Front Office Operations, Maintaining the Inventory, Supervising the Shift, Guest Complaints Handling, Coordination with Concierge and Transport, Training of Staffs, VIP Movements, Adhering to SOP of the Organization, Conducting Briefings, Handling guest related queries, Room Reservations, Manage Booking, Night Auditing Procedures, Generating HODs Revenue Reports during Night Shifts, Managing Lobby Movement, Guest Acknowledgement and Capturing Guest Experiences, Building Professional Environment, Staff Motivation

May 2013 – Apr 2014 · 11 mos · Bengaluru · On-site

• Shadow Manager Phase (Bangalore) - Learning the operation from Manager's perspective, internally and externally. In depth Training in Specifically in Front Office, Housekeeping and Food and Beverage.
• Organised training with terms of Sectional and Departmental Analysis after completion of each and every section, followed by the detailed Departmental Report.

Jul 2012 – May 2013 · 10 mos · Mumbai Area, India · On-site

• On the Job Training (Mumbai) - Learning in and about the Hotel Operations through 3 Months Classroom Training, before being on the Soft Floor. Training with all the existing departments of the hotel to understand the operation internally.
• Making a note of every aspect i.e sectional and departmental.