Zenoti
Chandni Khullar
Guest Experience & Wellness Professional
Mumbai,MH
Summary
Warm and approachable hospitality professional with a proven track record in enhancing guest satisfaction and delivering exceptional service experiences. Backed by extensive experience in the wellness and luxury service industries, I specialize in creating inviting environments that foster guest loyalty and drive revenue growth through innovative strategies. Passionate about making every interaction meaningful, I bring strong relationship-building skills and a commitment to service excellence to every team I join.
Overview
12
12
years of professional experience
Work History
Director & Co-Owner
Snug Space
01.2023 - Current
- Co-founded and oversee a premium home linen venture, driving strategic direction, brand positioning, and day-to-day operations
- Curate customer experiences with a strong focus on quality, aesthetics, and personalized service
- Manage vendor partnerships, product sourcing, and business growth initiatives
Manager - Wellness and Membership Sales
The St. Regis, Mumbai
02.2022 - 11.2022
- Elevated spa revenue by 25% through curated guest experiences, strategic partnerships, and personalized upselling initiatives
- Strengthened guest loyalty and retention by 30% through tailored membership engagement, profiling, and exclusive events
- Optimized operational efficiency by reducing costs by 20% via vendor negotiations and inventory restructuring
- Led the implementation of Book4Time, enhancing guest personalization, booking efficiency, and service delivery standards
- Collaborated cross-functionally to ensure seamless luxury guest journeys aligned with brand standards
Asst.Manager Salon (Pre-opening & Flagship Launch)
Taj Lands End (IHCL)
05.2019 - 02.2022
- Played a key role in the pre-opening and launch of niu&nau, IHCL’s premium salon brand, at Taj Lands End—marking its first flagship outlet
- Led end-to-end salon setup, including operational planning, SOP development, service design, and team onboarding
- Collaborated with corporate and on-property leadership to align the salon with IHCL luxury standards and brand positioning
- Recruited, trained, and mentored a team of 15+ professionals, ensuring readiness for a high-quality guest experience from launch
- Established workflows, appointment systems, and service protocols to ensure seamless day-to-day operations
- Drove 25% revenue growth through curated service offerings, guest engagement, and strategic upselling
- Implemented Zenoti system, optimizing booking efficiency and reducing guest wait times by 30%
- Contributed to positioning the salon as a premium wellness destination within the hotel, enhancing overall guest experience
Center Head
Geetanjali Salon
09.2021 - 01.2022
- Directed end-to-end salon operations, ensuring premium service standards and consistent guest satisfaction
- Improved operational efficiency by reducing overtime costs by 20% through optimized workforce planning
- Introduced cross-training programs to enhance team versatility and elevate service delivery
- Consistently exceeded revenue targets by 15% through strategic sales planning and client engagement
- Delivered personalized consultations, strengthening client relationships and repeat business
Business Manager
Enrich Salon
03.2014 - 04.2019
- Promoted to Salon Manager for strong leadership and performance
- Managed daily operations, SOP compliance, and service delivery standards
- Led team training and development to enhance guest satisfaction
- Increased revenue through upselling, retail strategies, and loyalty programs
- Strengthened client relationships through personalized service and service recovery
Education
Post Graduate Diploma - Marketing Management And Research
Prin. L.N. Welingkar Institute of Management
Mumbai, India 04.2001 -
Bachelor of Commerce - Marketing Management
Symbiosis College of Arts & Commerce
Pune, India 04.2001 -
AISSCE (XII) - Commerce
International Public School
Bhopal, India 04.2001 -
AISSE (X) -
M.L.S Bal Vidya Mandir
Nainital, India 04.2001 -
Skills
Guest Experience
Luxury Hospitality
Spa & Salon Operations
SOP Compliance
Revenue Growth
Accomplishments
Contributed to the Iridium Spa at The St. Regis, Mumbai being recognized with the Best Day Spa Award by Global Spa Magazine, reflecting excellence in service delivery and guest experience
Software
Book4Time
Timeline
Director & Co-Owner
Snug Space
01.2023 - Current
Manager - Wellness and Membership Sales
The St. Regis, Mumbai
02.2022 - 11.2022
Center Head
Geetanjali Salon
09.2021 - 01.2022
Asst.Manager Salon (Pre-opening & Flagship Launch)
Taj Lands End (IHCL)
05.2019 - 02.2022
Business Manager
Enrich Salon
03.2014 - 04.2019
Post Graduate Diploma - Marketing Management And Research
Prin. L.N. Welingkar Institute of Management
04.2001 -
Bachelor of Commerce - Marketing Management
Symbiosis College of Arts & Commerce
04.2001 -
AISSCE (XII) - Commerce
International Public School
04.2001 -
AISSE (X) -
M.L.S Bal Vidya Mandir
04.2001 -