Aakriti Thakur

• Lead the Guest Experience and Guest Relations team to deliver exceptional luxury hospitality and personalized guest experiences.
• Drive guest satisfaction, online reputation, and guest loyalty by proactively managing guest engagement and monitoring NPS, Revinate, and online review performance.
• Oversee VIP arrivals, special occasions, service recovery, and complaint resolution, ensuring timely and effective resolution of guest concerns.
• Collaborate closely with Front Office, Housekeeping, Food & Beverage, Concierge, Engineering, and other operational departments to ensure seamless service delivery.
• Coach, mentor, and develop the Guest Relations team through regular training, performance monitoring, and quality assurance initiatives.
• Analyze guest feedback, identify service improvement opportunities, and implement action plans to enhance the overall guest experience.
• Monitor guest preferences and ensure personalized recognition for repeat, long-stay, and high-value guests.
• Prepare and present guest experience reports, monitor service trends, and support initiatives to achieve hotel guest satisfaction and brand quality objectives.

Awards & Recognition
* Manager of the Quarter – January 2026

Recognized by The Leela for driving significant improvements in Guest Voice performance through proactive guest engagement, service recovery, and enhanced guest experience initiatives.

* Managed daily Guest Relations operations and ensured personalized service for all guests.
* Oversaw VIP arrivals, amenities, special requests, and guest preferences.
* Successfully improved guest satisfaction scores and Revinate/NPS performance through focused guest engagement.
* Coordinated with cross-functional departments to ensure smooth guest journeys and timely service recovery.
* Led guest communication, pre-arrival planning, and departure interactions to maximize guest experience.

• Maintain strong relationships with current members to ensure high retention rates.
• Monitor membership revenue and ensure timely collection of dues.
• Assist in budgeting and financial planning for membership-related activities.
• Ensure compliance with organizational policies and procedures.
• Implement membership policies and ensure members are aware of the rules and regulations.
• Handle confidential information with discretion and maintain privacy.

• Led the Guest Relations team in delivering exceptional luxury hospitality experiences while maintaining the highest service standards.
• Drove guest satisfaction, NPS, and Revinate performance through proactive guest engagement, personalized interactions, and effective service recovery.
• Managed VIP arrivals, long-stay guests, special occasions, complaint resolution, and personalized guest experiences to enhance loyalty and brand advocacy.
• Collaborated closely with Front Office, Housekeeping, Food & Beverage, Concierge, Engineering, and other operational departments to ensure seamless guest experiences throughout the stay.
• Resolved guest concerns promptly and effectively, ensuring service recovery aligned with brand standards and guest expectations.

• Handling Customer success of 100+ clients of one REP GLOBAL and its affiliated SBIs namely HMC, MICEverse, Ekeven Inc and its member products among the target clientele within the portfolio, which in turn Generate Leads.
• Represent tourism boards like Ras-AL-Khaimah & Courchevel.
• Attended MTM, LLTM & SATTE event 2024.

• Managing the biggest global sport event in Qatar FIFA 2022 managed by Accor, Handling 971 Rooms.
• Familiarity with all front desk and guest booking functions.
• Daily Activity Summary to FOM and Site Operations Manager with written logbook.
• Handling the operational set up with inventory of 971 rooms.
• Assist Housekeeping with the snagging reports.
• Check In, Check outs, Rooms blockings Maintaining property level of cleanliness and sanitation (hygiene) in accordance with company standards by conducting inspections and taking appropriate actions.

• Real Estate Company