MOHIT PROFESSIONAL SUMMARY

KUMAR A highly motivated professional, aiming for a

successful career in the customer service industry by
utilizing my skills and expertise. I'm energetic, open-
kumar.mohit3986@gmail. minded and resourceful. I'm optimistic, have a good
com sense of humour and get along well with people from
diverse and varied backgrounds. I'm a focused
8448664861 individual and believe in doing not just a job but a
New Delhi, India 110045 great job. I believe it's a quality that will make me a
valuable asset in any organization. Learning and
enhancing my abilities to it's new heights, is what I
seek and work throughout my span of extensive
experience so far and will strive to do so in the future.

SKILLS PROFESSIONAL EXPERIENCE

• Complaint resolution Lemon Tree Hotels – Manager Training

• Staff education and training New Delhi, India : 06/2023 – 09/2023
• Meticulous and Agile
• Conducting training sessions for all verticals in Front
• Effective Orator
Office, Housekeeping, Food and Beverage Service,
• Excellent verbal and written
Soft Skills, Customer Service, etc.
communication skills
• Soft Skills Expert related to • Trained 2023 Management Trainee batch in Front
Front Office, Housekeeping Office and Customer Service.
and F&B Department • Adherence to in-house training plan.
• Experience in working with
• Identify training and development needs
people from different cultural
systematically throughout the hotel in conjunction
background
with the General Manager and Head of Department.
• Diligent and Fervent
• Proficient in Microsoft Office • Assisting Head of Department in achieving training
objectives and review on a monthly basis.
• Adherence to PAN Indian travel plans.
EDUCATION
• Weekly and Monthly training report compilation.
Institute of Hotel Management • Monthly review meets with General Manager and
Pusa, New Delhi • 07/2007 Head of Departments for the training plans.
Bachelor of Science: Hospitality • Conducting Root Cause Analysis and providing
And Hotel Administration training on the basis of feedback/comments
received from our valuable guests.
• Assisting Regional Heads to achieve their required
targets.
 B&R FOODS SERVICES - Customer Service Expert
TRAINING ASSIGNMENTS Los Angeles, U.S.A : 06/2020 - 01/2023
• Maintained customer satisfaction with forward-
➢ Completed Industrial Training
thinking strategies focused on addressing customer
from Le Meridian Hotel, New
needs and resolving concerns.
Delhi from Oct. 2005 – March
• Provided primary customer support to internal and
2006.
external customers.
➢ Attended French Wine
• Responsible for new joiners Training and
Training Session – Level 2 at Taj
Engagement.
Krishna, Hyderabad in May 2010.
➢ Successfully completed Basic • Planning and execution of detailed Training
Calendar of new joiners.
Fire Extinguisher Training
organized by Occupational • Customer account and Vendor account management
Training Institute conducted at for Payments, Credits, Sales and Refunds.
Alila Jabal Akhdar in July 2015. • Proper documentation of Invoices, Bills, Expenses
➢ Worked closely with Training and Statements.
Manager to develop a training • Updating order guides for customers and managing
schedule for new joiners at Taj price lists from vendors.
Falaknuma Palace, Hyderabad. • Boosted sales revenue by skillfully promoting diverse
service options.
• Cultivated customer loyalty, promoted repeat
SPECIAL ASSIGNMENTS business, and improved sales.
• Communicated with vendors regarding backorder
- Selected for HGM (Hotel availability, future inventory, and special orders.
General Manager) in making • Promptly responded to inquiries and requests from
program within one year of prospective customers and vendors.
joining Lemon Tree Hotels. • Cross-trained and provided backup support for
- Selected as Task Force Pre- organizational leadership.
Opening Team – Taj Falaknuma • Answered product and service questions, suggesting
Palace, Hyderabad (Feb – Oct other offerings to attract potential customers.
2010). • Followed up with customers about resolved issues to
- Selected as Task Force Re- maintain high standards of customer service.
Opening Team – Taj Mahal • Reduced process inconsistencies and effectively
Palace, Mumbai (July – August trained team members on best practices and
2010). protocols.
- Developed Standard Operating • Ensuring high customer satisfaction through calls,
Procedures Manual for Taj emails and texts.
Baghvan, Pench National Park. • Managing and ensuring regular follow-up for updated
- Selected as Task Force Butler product images and descriptions.
Trainer – Taj Baghvan, Pench • Reconciling Driver work hours on daily basis.
National Park (May – June 2010).
- Graduated from Intensive
Butler Training Program by The
Charles Macpherson Academy
(April 2010).
- During college campus, got
LEMON TREE HOTELS - Assistant Front Office
selected for Taj Hospitality
Manager (HOD)
Trainee Program (THTP) in 2007.
- Designed kid's passport and Delhi Aerocity, India : 08/2018 - 01/2020
stamps to entertain young guests • Selected for HGM (Hotel General Manager) in making
and formulated a policy for the program within one year of joining Lemon Tree
kid's passport at Alila Jabal Hotels.
Akhdar, Oman. • Best Front Office Audit score (68/80) in H2 audit in
- Developed Standard Operating March 2019.
Procedures (Front Office & In • Zero Non- Filing case of C-form since September
Room Dining) for Taj Falaknuma 2018.
Palace, Hyderabad according to • Achieved highest ARR and Room revenue till date for
Brand Standards and guest Red Fox Hotel, Delhi Airport.
satisfaction. • Achieved lowest staff attrition since March 2019 at
- Represented catering team Red Fox Hotel, Delhi Airport.
from India at VIP Lounges for • 100% retention charged with zero error since
15th Asian Games, 2006 at Doha, January 2019 to date.
Qatar. • Achieved Upsell revenue of INR 7000 against the
budget of INR 5000 (YTD - 2019) for Red Fox Hotel,
Delhi Airport.
TECHNICAL EXPERTISE • Completely responsible for Front Office operations
which includes Reception, Cashier, Lobby, Leisure
• Fidelio (PMS)
Concierge, Transportation, etc.
• Opera (PMS)
• Responsible for effective Training hours for entire
• Amadeus (PMS)
Front Office team.
• Protel (PMS)
• Responsible for team welfare and development
• Medallia (Guest Voice)
through regular sessions and designing customized
• Review Pro
training schedules based on the training needs.
• Mobile Check-in Application
• Ensured 100% team attendance for all mandatory
• Oasys inter-department training sessions.
• Customer Resource • Analysing room pickup trend on daily basis, advising
Management the Revenue Manager for room inventory for online
• Global Hotel Alliance channels.
application • Manage day to day staffing requirements, plan and
• VICAS assign work, establish performance and
• QuickBooks development goals.
• Cansys • Ensure to reduce risk through maintaining financial
• Saflock discrepancies at the lowest level possible.
• Examination of Trip Advisor & OTA Reviews and its
implications.
CERTIFICATIONS
• Proactively identifying potential guest issues and
devising strategies with the team in order to ensure
• Completed 18.5 hours of “THE
ideal handling of the issue.
COMPLETE FINANCIAL ANALYST
COURSE 2020” from Udemy.
• Earned “SIX SIGMA WHITE
BELT” certificate from Aveta ALILA HOTELS AND RESORTS - Head Host
Business Institute. Nizwa, Oman : 06/2017 - 04/2018
• Responsible for entire Front Office operations.
• One point contact for guest queries, requests and
LANGUAGES preferences.
• Assisting Front Office Manager in all aspects of the
English department and ensuring service standards are
Bilingual or Proficient (C2) followed.
• Educate, train and motivate the team to achieve
Hindi
up-selling revenue goals.
Bilingual or Proficient (C2) • Achieved Guest Satisfaction score of 98.7% in
French November 2017, highest ever score for Alila Jabal
Akhdar.
Beginner (A1) • Consistent compliance with brand standard defined
for service delivery, product presentation, systems
of work and guest interaction.
• Responsible for the Loyalty program „Alila
Discovery‟ regarding enrolment, stay claims,
feedback and issues.
• Work collaboratively together with the Human
Resource department in staff matters such as
disciplinary actions, talent management and other
staffing concerns.
• Actively contribute to finding root causes for guest
complaints and responding immediately to guest
complaints and ensure corrective action is taken to
achieve complete guest satisfaction.
• Monthly Glitch report review and developing an
effective action plan for the areas of improvement.
• Ensuring active participation in Corporate Social
Responsibility by the front office team.

ALILA HOTELS AND RESORTS - Night Manager

Nizwa, Oman : 06/2015 - 05/2017
• Responsible for entire hotel operation in night shift.
• Responsible for cost effectiveness by variable
departmental cost analysis.
• Responsible for achieving targets for enrolment,
upsell, Review Pro rating and Non Room Revenue.
• Oversee the night audit function and preparation of
the daily financial reports.
• Guest Review pro analysis on identified parameters
and developing effective action plan for the same.
• Department Opera champion and departmental
trainer.
• Developing new procedures and policies like
Registration card slotting, Departure bills, Check-in
process.
• Effective Departmental trainings and audits for
internal processes.
• Formulated Upsell policy, Kids passport, Mountain
Bike policy, Disclaimer form, Car parking policy.
• Ensuring excellent experience for late night arrivals
and early morning departure.
• Introduced guest activities like Full Moon hiking,
Oud performance and Kids hiking map.
• Implemented individual responsibilities for each
team member for effective management.
• Highest Alila Discovery Loyalty Program enrollment
in February 2017 for Alila Jabal Akhdar.
• Zero defect 3rd party transportation billing from
October 2015 till April 2018.
• 100% Follow-up for Lost and Found items from July
2015 till March 2018.
• Achieved 100% score in American Express audit,
2017 and gained Amex Membership for Alila Jabal
Akhdar.
• Winner of Inter House Table Tennis competition,
April 2016.
MARRIOTT INTERNATIONAL - Assistant Front Desk
Manager
Hyderabad, India : 02/2012 - 05/2015
• Handling room inventory of 405 rooms.
• Responsible for departmental meetings and training,
store requisitions, monthly departmental targets,
duty roster.
• Responsible for daily operations of front office
department which includes Front Desk, Airport,
Concierge, Business Centre, Executive Lounge, At
Your Service and Lobby area.
• Room Inventory management, Inter and Intra
Department co-ordination.
• Guest Voice Analysis, Room Blocking, Guest
complaint handling, Tracking VIP guest movements.
• Achieving departmental goals, implementing new
procedures to improve guest satisfaction.
 • Complete Group Handling, Malaysian Airlines crew,
Upkeep of Legal Records, Monthly/Weekly Meetings.
• Ensured optimal levels of customer satisfaction and
communicating with guests on same.
• Achieved 100% in Brand Standard Audits at
Courtyard Hyderabad for Year 2014.
• Driving the Guest Voice at Courtyard by Marriott
Hyderabad for Year 2014 –
➢ Overall Satisfaction to 83.6%
➢ Arrival Experience to 82.8%
➢ Departure Experience to 87.9%
• Driving the Guest Voice at Marriott Hyderabad for
Year 2014 –
➢ Arrival Experience to 81%
➢ Departure Experience to 83%
➢ Elite Appreciation to 81%
• Successfully driven the Rooms Upsell Revenue and
maximizing Marriott membership enrolments for
Marriott Hyderabad Hotel & Convention Centre and
Courtyard by Marriott, Hyderabad.
• Opera upgrade to 5.03 version and installation of
VICAS at reception desk.

TAJ HOTELS & RESORTS - Various Positions

Various locations : 06/2007 - 01/2012
• Joined Taj group of hotels as Taj Hospitality Trainee
in Taj Umaid Bhawan Palace, Jodhpur. After one
year, moved to Taj Rambagh Palace, Jaipur. Later
moved to Taj Falaknuma Palace, Hyderabad as
Assistant Manager - Palace Services. In July 2011,
moved to Vivanta by Taj, MG Road, Bangalore as
Duty Manager.