Manoj Sharma
Front Office Manager
Delhi
Summary
Accomplished hospitality executive with over 16 years of experience leading rooms operations in luxury hotel environments. Proven track record in optimizing operational efficiency, maximizing revenue, and enhancing guest satisfaction. Strong in strategic planning, team leadership, and financial management, consistently driving business success. Visionary leader dedicated to delivering world-class service and exceeding organizational goals.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Front Office Manager
JW Marriott New Delhi Aerocity
New Delhi
08.2023 - Current
- Strategic Profitability Management: Aligned room operations with business objectives, leveraging data-driven insights to maximize revenue and cost efficiency.
- Revenue Optimization & Budgeting: Analyzed financial performance, optimized occupancy rates, and implemented pricing strategies to exceed revenue targets.
- Operations Leadership & Service Excellence: Directed all aspects of rooms division operations, ensuring brand compliance and exceptional service execution.
- Guest Satisfaction & Retention: Proactively addressed guest concerns, enhanced service touchpoints, and drove high satisfaction scores.
- Talent Acquisition & Organizational Development: Recruited, trained, and cultivated a dynamic workforce, fostering a culture of continuous improvement.
- Stakeholder & Relationship Management: Established strong collaborations with internal departments and external partners to enhance operational efficiency.
- Process Optimization & Execution: Streamlined workflows and implemented operational best practices to enhance productivity and service excellence.
- Continuous Learning & Innovation: Applied industry insights and emerging hospitality trends to elevate guest experiences and business performance.
Assistant Front Office Manager
JW Marriott New Delhi
03.2020 - Current
- Ensure meticulous adherence to and surpassing of Organization's SOPs within the department.
- Possess comprehensive knowledge of Marriott Key audits, including BSA Audit and ISRA Audit.
- Demonstrate an in-depth understanding of the Marriott Bonvoy Program and its affiliated Airline partners, ensuring regular training sessions for associates on program benefits.
- Lead and cultivate all Front Office associates, providing requisite coaching, counseling, support, and guidance.
- Handle Guest voice investigations and update glitch reports promptly and efficiently.
- Ensure smooth, effective, and proficient operations across all rooms division.
- Implement and rigorously enforce Training & Talent Development strategies.
- Vigilantly monitor team members' grooming, hygiene, and aesthetic standards.
- Develop front office LSOPs tailored to meet evolving operational requirements and industry standards.
Front Desk Manager
JW Marriott New Delhi , Aerocity
09.2016 - 03.2020
Assistant Front Desk Manager
Courtyard Marriott Gurugram
06.2014 - 09.2016
Front Office Executive
Courtyard Marriott Gurugram
12.2011 - 06.2014
Front Office Associate
Courtyard Marriott Gurugram
10.2009 - 12.2011
Education
Bachelors In Hotel Management -
Welcom group Graduate School of Hotel Administration
Manipal, Karnataka 07.2005 - 07.2009
Skills
Opera
Accomplishments
- Awarded SPIRIT TO SERVE AWARD by J.W. Bill Marriott Jr. and Arne Sorenson for outstanding service contributions.
- Recognized as a Top 5 Finalist for Front Office Manager of the Year (Upper Luxury Segment) at the Hoteliers India Awards 2024.
- Awarded the Marriott Length of Service Award in recognition of 15 years of dedicated service and contributions to Marriott International.
- Achieved highest Guest Voice score (75.5) in 2024, setting a new benchmark for guest satisfaction.
- Achieved a record-breaking upsell revenue of ₹4.30 crore in 2024, the highest ever since the hotel's opening.
- Successfully managed operations during the G20 Summit, earning commendation from global dignitaries.
- Developed a strategic upsell program, generating the highest revenue since hotel inception.
- Completed Marriott Executive Development & Management Development Programs.
- Certified Department Trainer, enhancing staff skill development and service quality.
Personal Information
- Place of Birth: Delhi
- Date of Birth: 08/08/86
- Nationality: Indian
References
Neha Kapoor
Director of Rooms, JW Marriott New Delhi
Email: Neha.Kapoor@Marriotthotels.com Phone: +91 8452926791
Manisha Sharma
General Manager, Westin Kolkata
Email: Manisha.sharma@Marriotthotels.com Phone: +91 9560232593
Timeline
Front Office Manager
JW Marriott New Delhi Aerocity
08.2023 - Current
Assistant Front Office Manager
JW Marriott New Delhi
03.2020 - Current
Front Desk Manager
JW Marriott New Delhi , Aerocity
09.2016 - 03.2020
Assistant Front Desk Manager
Courtyard Marriott Gurugram
06.2014 - 09.2016
Front Office Executive
Courtyard Marriott Gurugram
12.2011 - 06.2014
Front Office Associate
Courtyard Marriott Gurugram
10.2009 - 12.2011
Bachelors In Hotel Management -
Welcom group Graduate School of Hotel Administration
07.2005 - 07.2009
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