Arzaan Billimoria
Mumbai
Summary
Dynamic hospitality leader with a proven track record in team management, customer service, and financial oversight. Successfully drove community engagement and conflict resolution, enhancing guest satisfaction and operational efficiency across diverse property management environments.
Overview
15
15
years of professional experience
Work History
General Manager Hospitality & Property Management
The Lodha Group
06.2025 - Current
- Supervise housekeeping, security, landscaping, and maintenance staff.
- Oversee preventive and routine maintenance of building systems (HVAC, plumbing, elevators, fire safety systems).
- Ensure common areas, amenities, and facilities are well-maintained.
- Serve as the primary point of contact for residents.
- Address and resolve complaints, service requests, and emergencies.
- Organize resident engagement activities to build community.
- Prepare and manage annual budgets for the property.
- Monitor arrears, and manage vendor payments.
- Track expenses and ensure cost-effective operations.
- Negotiate and manage contracts with service providers (security, housekeeping, AMC providers, etc.).
- Monitor vendor performance and ensure service levels are met.
- Ensure compliance with local housing regulations, safety norms, and statutory requirements.
- Conduct regular fire drills, safety inspections, and risk assessments.
- Maintain records for audits and legal compliance.
- Over and above my existing role I have also been entrusted with the responsibility to take handover of a new commercial tower and to put process’ in place from the very beginning to ensure a hassle free operation and ensure customer satisfaction.
Deputy General Manager Hospitality & Property Management
The Lodha Group
06.2023 - 05.2025
- Ensuring timely and appropriate responses to queries and high satisfaction levels tracked through request closure feedback.
- Overseeing the upkeep and maintenance of the property ensuring it remains in top condition.
- Ensuring the Tenant Process is followed which brings in additional revenue and thorough screening of tenants.
- Handling additional CAM collections, budgeting, invoicing and financial reporting.
- Hiring and supervising contractors and service providers.
- Implementing security measures and ensuring compliance with safety regulations to protect residents and property.
- Managing documentation and records, handling legal matters like evictions etc within the purview of the law.
- To build a feeling of community within the various societies we organize events and initiative to keep residents active and build a community feeling and hence also enhancing the properties reputation.
- Ensuring the provision of high-quality services and amenities that cater to the needs and expectations of our discerning guests.
- Conducting regular inspections of spaces to identify any maintenance related issues that need to be fixed pro-actively.
- I have been put in charge of Federation Common Area Maintenance collection for the entire Lodha Park, this collection and account statement sharing has been done for the first time in 5 years.
- To increase the scope of work, I have been assured the responsibility of the Park Signet (commercial property) will also fall under my scope.
Director of Operations
Taj Mahal Palace
Mumbai
09.2022 - 05.2023
- Creating end-to-end guest experiences at the flagship property, exceeding any ordinary Hotel stay experience.
- Responsible for overseeing the upkeep and maintenance of rooms.
- Ensuring that the reputation and standard of hygiene of the hotel is upheld, while keeping an eye on the Room Maintenance costs.
- Collaborating with Front office, Housekeeping and Engineering departments to ensure the smooth running of day to day operations.
- Collaborating with Learning and Development department to create employee trainee programs based on guest feedback analysis.
- Handling VVIP and VIP movements, ensuring flawless flow of guests and events that take place at the hotel, like the UN Anti- Terrorist Meet 2022.
Front Office Manager
Taj Mahal Palace
Mumbai
04.2018 - 08.2022
- I ensure revenue optimization through various channels whereby my team directly contributed over Rs. 10 Crores (approx. USD 1.3 million) as incremental revenue through the front desk in 2019-20.
- Helped the hotel achieve rank as the Number #1 Hotel in the World based on guest feedback on Trust You - for 2 consecutive years, 2018-19 and 2019-20.
- While doing this we ensured that guest satisfaction scores stayed at their high mark, and in fact, achieved a positive trend by showing 1 percent growth.
- The pandemic saw us reorganising and altering processes so that the hotel might continue to function and perform.
- We were a care-taker for guests arriving from overseas as well as for our own staff who were affected by the pandemic.
- Operating procedures were rewritten to achieve maximum possible efficiency while adhering to health directives.
- I took a voluntary pay-cut with the larger interest of keeping all employees working during lean times.
Front Office Manager
Taj Santacruz
Mumbai
02.2017 - 04.2018
- I oversaw the overhaul and resulting streamlining of several processes.
- Guest satisfaction numbers of the hotel increased by an impressive 10% in 2017-18.
- Taj Santacruz was deemed HICSA’s Best New Hotel of the Year for 2017.
Assistant Front Office Manager
Taj Mahal Palace
Mumbai
09.2015 - 02.2017
- As Assistant Front Office Manager, I was entrusted with running the audits for the department, and handling the shop-floor operation.
- Being in charge of the audits gave me a complete end to end understanding of the process.
- I was instrumental in achieving the highest score for the TPAM audit for the hotel.
Duty Manager
Taj Mahal Palace
Mumbai
04.2010 - 08.2015
- I was handpicked for the pre-opening of the Taj Mahal Palace after the insurgence of 26-11-2008.
- I was instrumental in setting up the process for front desk of the Taj Mahal Palace.
- I was one point of contact for several large groups/delegation events and conferences ensuring end to end satisfaction for the guests.
- I was delighted to be entrusted with this opportunity in my first management role.
- The Flagship of the Taj Group the Taj Mahal Palace, Mumbai is a 560 room hotel with iconic appeal and a super-luxury clientele.
- I got to personally host many dignitaries and celebrities, the highlight being part of the core team for the Visit of President Barak Obama.
Education
Taj Management Trainee Program -
Indian Hotels Company Ltd.
03-2010
International Airfare Desk Certification -
IATA
01.2010
Bachelor of Commerce and Economics - Travel & Tourism
Mumbai University
Mumbai01.2008
Skills
- Team Management
- Customer Service
- Conflict Resolution
- Brand Loyalty
- Financial Management
- Property maintenance
- Customer relationship management
- Process improvement
- Effective communication
- Cost reductions
- Customer retention
References
- Mr. Shaun Cooper, Vice President Hospitality and Property Management, +91 95381 36234, Shaun.cooper@lodhagroup.com
- Mr. Taronish Karkaria, General Manager Taj Gandhinagar, +91 98199 22806, taronish.karkaria@tajhotels.com
- Ms. Mehernavaz Avari, Area Director Taj 51 Buckingham Gate / UK, +91 9999409111 / +447570855060, mehrnavaz.avari@tajhotels.com
Languages
- English (Primary)
- Hindi
- Marathi
- Gujrati
- French (Conversational)
Personal Information
Date of Birth: 09/10/87
Timeline
General Manager Hospitality & Property Management
The Lodha Group
06.2025 - Current
Deputy General Manager Hospitality & Property Management
The Lodha Group
06.2023 - 05.2025
Director of Operations
Taj Mahal Palace
09.2022 - 05.2023
Front Office Manager
Taj Mahal Palace
04.2018 - 08.2022
Front Office Manager
Taj Santacruz
02.2017 - 04.2018
Assistant Front Office Manager
Taj Mahal Palace
09.2015 - 02.2017
Duty Manager
Taj Mahal Palace
04.2010 - 08.2015
Taj Management Trainee Program -
Indian Hotels Company Ltd.
International Airfare Desk Certification -
IATA
Bachelor of Commerce and Economics - Travel & Tourism
Mumbai University