Mohit Kumar

Training Manager - Lemon Tree Hotels
New Delhi, India

Timeline

ABOUT

A highly motivated professional, aiming for a successful career in the customer service industry by utilizing my skills and expertise. I believe in doing not just a job but a great job. Exceptional communication and collaboration skills, with a commitment to fostering a culture of continuous learning and professional development.

Basic Info

Industry: Hotels & Resorts

Department: Front of House

Job Level: Management

Nationality: India

Current City: New Delhi

Current Country: India

Education Level: Graduation

Mohit Kumar's Activity

No Activity

Education

Hospitality and Hotel Administration
July 2004 - June 2007

Institute of Hotel Management & Catering Technology Applied Nutrition, Pusa, New Delhi, India

Certifications & Awards

The Complete Financial Analyst Course 2020
Udemy
Six Sigma White Belt Certification
Aveta Business Institute

Skills

Skills Not Mentioned

Experience

Customer Service Expert
2020 - 2023 (3 Years)

BR Food Services, United States
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. br• Provided primary customer support to internal and external customers. br• Responsible for new joiners Training and Engagement. br• Planning and execution of detailed Training Calendar of new joiners. br• Customer account and Vendor account management for Payments, Credits, Sales and Refunds. br• Proper documentation of Invoices, Bills, Expenses and Statements. br• Updating order guides for customers and managing price lists from vendors. br• Boosted sales revenue by skilfully promoting diverse service options. br• Cultivated customer loyalty, promoted repeat business, and improved sales. br• Communicated with vendors regarding backorder availability, future inventory, and special orders. br• Promptly responded to inquiries and requests from prospective customers and vendors. br• Cross-trained and provided backup support for organizational leadership. br• Answered product and service questions, suggesting other offerings to attract potential customers. br• Followed up with customers about resolved issues to maintain high standards of customer service. br• Reduced process inconsistencies and effectively trained team members on best practices and protocols. br• Ensuring high customer satisfaction through calls, emails and texts. br• Managing and ensuring regular follow-up for updated product images and descriptions. br• Reconciling Driver work hours on daily basis.
Training Manager
2023 - 2023 (0Months)

Lemon Tree Hotels, India
• Conducting training sessions for all verticals in Front Office, Housekeeping, Food and Beverage Service, Soft Skills, Customer Service, etc. br• Trained 2023 Management Trainee batch in Front Office and Customer Service. br• Adherence to in-house training plan. br• Identify training and development needs systematically throughout the hotel in conjunction with the General Manager and Head of Department. br• Assisting Head of Department in achieving training objectives and review on a monthly basis. br• Adherence to PAN Indian travel plans. br• Weekly and Monthly training report compilation. br• Monthly review meets with General Manager and Head of Departments for the training plans. br• Conducting Root Cause Analysis and providing training on the basis of feedback/comments received from our valuable guests. br• Assisting Regional Heads to achieve their required targets.
Assistant Front Office Manager (HOD)
2018 - 2020 (2 Years)

Lemon Tree Hotels, India
• Selected for HGM (Hotel General Manager) in making program within one year of joining Lemon Tree Hotels.
• Best Front Office Audit score (68/80) in H2 audit in March 2019.
• Zero Non- Filing case of C-form since September 2018.
• Achieved highest ARR and Room revenue till date for Red Fox Hotel, Delhi Airport.
• Achieved lowest staff attrition since March 2019 at Red Fox Hotel, Delhi Airport.
• 100% retention charged with zero error since January 2019 to date.
• Achieved Upsell revenue of INR 7000 against the budget of INR 5000 (YTD - 2019) for Red Fox Hotel, Delhi Airport.
• Completely responsible for Front Office operations which includes Reception, Cashier, Lobby, Leisure Concierge, Transportation, etc.
• Responsible for effective Training hours for entire Front Office team.
• Responsible for team welfare and development through regular sessions and designing customized training schedules based on the training needs.
• Ensured 100% team attendance for all mandatory inter-department training sessions.
• Analysing room pickup trend on daily basis, advising the Revenue Manager for room inventory for online channels.
• Manage day to day staffing requirements, plan and assign work, establish performance and development goals.
• Ensure to reduce risk through maintaining financial discrepancies at the lowest level possible.
• Examination of Trip Advisor & OTA Reviews and its implications.
• Proactively identifying potential guest issues and devising strategies with the team in order to ensure ideal handling of the issue.
Head Host
2017 - 2018 (1 Year)

Alila Hotels and Resorts, Oman
• Responsible for entire Front Office operations.
• One point contact for guest queries, requests and preferences.
• Assisting Front Office Manager in all aspects of the department and ensure service standards are followed.
• Educate, train and motivate the team to achieve up-selling revenue goals.
• Achieved Guest Satisfaction score of 98.7% in November 2017, highest ever score for Alila Jabal Akhdar.
• 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.
Night Manager
2015 - 2017 (2 Years)

Alila Hotels and Resorts, Oman
• 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 training 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.
Assistant Front Desk Manager
2012 - 2015 (3 Years)

Marriott International, India
• 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.
Various Positions
2007 - 2012 (5 Years)

Taj Hotels and Resorts, India
I 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.

Training Manager - Lemon Tree Hotels New Delhi, India