MOHAK KHURANA
Assistant Front Office Manager
Surat
Summary
Assistant Front Office Manager with a strong record of enhancing guest experiences and streamlining operations in the hospitality sector, I am poised to contribute my expertise and leadership skills to drive excellence as an HOD.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
Work History
Assistant Front Office Manager
Fairmont Mumbai ( Pre Opening )
2024.07 - Current
- Developed and implemented operational SOPs to ensure efficient front office operations for a 446-room property.
- Established Front Office Brand Standards to maintain consistency and enhance guest satisfaction.
- Recruited, onboarded, and trained a pre-opening team of 55 staff members, ensuring a smooth transition to operational status.
- Set up Opera 5.6 Cloud PMS for the property, serving as the PMS Champion to oversee system implementation and integration.
- Implemented Parking and Valet Management Software to streamline guest parking services and enhance operational efficiency.
- Assisted the Director of Rooms with pre-opening budgets and forecasting, contributing to accurate financial planning and resource allocation.
- Coordinated the setup of Guest Relations and operator management software to improve guest interaction and service delivery.
Assistant Front Office Manager
The Westin Goa
4 2023 - 2024.07
- Head of the Department for the hotel.
- Responsible for the Reputation scores.
- Successfully achieved highest Intend to recommend scores for Q2 and Q3 across Westin hotels in Asia Pacific.
- Conducting constant compliance audits like ISRA, PMS Audits and Marriott Bonvoy Audits.
- PMS champion for the property.
- Head Connector for loyalty at The Westin Goa.
- Guest Experience Platform Champion of the property
Front Desk Manager
Marriott International, Inc.
2022.04 - 2023.03
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Resolved guest complaints by addressing issues with rooms promptly
- Held quarterly office meetings with staff to answer questions, resolve issues and keep employees informed of changes
- Attended staff meetings and brought issues to attention of upper management
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation
- Reduced supply expenses, cut production costs and lowered financial expenditures to increase bottom line
Assistant Manager
Marriott
2021.08 - 2022.03
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
- Recognized staff for contributions to company success to foster engagement and increase productivity.
Assistant Front Desk Manager
Renaissance Ahmedabad Hotel
2021.02 - Current
- In charge for all the desk operations on a daily basis.
- Responded to customer service inquiries, both in-person and by telephone.
- Monitored front desk staffing hours and scheduled weekly employee shifts.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Worked with housekeeping team to resolve issues or questions.
- Maintained high level of service and hospitality, contributing to corporate service recognition for property.
- Modeled positive attitude and encouraged front desk employees when dealing with difficult guests.
Voyage Graduate Development Trainee
Renaissance Ahmedabad Hotel
2019.07 - 2021.01
- Voyager, Rooms Division- Asia Pacific Region.
- Handling shifts as a Duty Manager.
- Enhancing Elite guest experiences.
- Handled Group movements (Pre Arrivals, check in, Check Out, etc.).
- Lead Navigator for the property.
- Designed several trips for international airline crew which helped the hotel in generating more revenue on transportation services.
- Made hotel Navigator guide and is actively involved in guest interactions, letting them know what the city has to offer.
- Also received several reviews from gusts in terms of Medallia feedbacks and trip advisor feedbacks.
- Thorough with making reports for day to day operations and administrative work.
- Have a high record on Guest Voice platform.
- Trained team members on the GXP(Guest Experience Platform) and Guest Planning Screen during the guest cycle.
- Night Auditing.
- Checking Daily Audit reports, identifying discrepancies and solving the errors.
- Group and Individual guest transportation request management.
- Handling guest quarries and complaints.
- Handled shifts during sold out position along with the Front Office Manager.
- Thorough with Marriott Bonvoy Loyalty Program, have completed all the necessary training in this sector.
- Handled room controlling operations for the property as well o Thorough with pre arrivals through Guest Experiences Platform.
- Assigning rooms keeping in mind the advance inventory requirement.
Culinary Intern
Vivanta by Taj Aurangabad
2017.12 - 2018.05
- Signed for deliveries, checked items into inventory and stocked goods into proper locations
- Checked expiration dates, rotated food and removed any items that were no longer usable
- Observed head chefs and how each prepared different specialties to gain knowledge in cooking techniques
- Managed opening and closing shift kitchen tasks
- Maintained food safety and sanitation standards
- Demonstrated respect, friendliness and willingness to help wherever needed
Culinary Intern
Vivanta by Taj Aurangabad
2017.06 - 2017.08
- Upheld optimal staff and customer protections by monitoring food handling, cleaning and sanitation protocols.
- Identified inefficiencies leading to improved productivity.
- Suggested actionable improvements to streamline training procedures.
- Prepared and expedited food orders to support waitstaff and other team members.
- Cleaned kitchen areas, including counters, work spaces, shelves, refrigerators and freezers.
- Signed for deliveries, checked items into inventory and stocked goods into proper locations.
Education
Bachelor of Arts - Culinary Arts
Institute of Hotel Management
Aurangabad 2016.01 - 2020.04
12th -
GD Goenka International School, CBSE Commerce
Surat, GJ 2014.01 - 2016.04
Skills
- Team Building
VIP guest relations
Inventory oversight
Safety and security procedures
Time management
Oral and written communications
Complaint management
Timeline
Assistant Front Office Manager
Fairmont Mumbai ( Pre Opening )
2024.07 - Current
Front Desk Manager
Marriott International, Inc.
2022.04 - 2023.03
Assistant Manager
Marriott
2021.08 - 2022.03
Assistant Front Desk Manager
Renaissance Ahmedabad Hotel
2021.02 - Current
Voyage Graduate Development Trainee
Renaissance Ahmedabad Hotel
2019.07 - 2021.01
Culinary Intern
Vivanta by Taj Aurangabad
2017.12 - 2018.05
Culinary Intern
Vivanta by Taj Aurangabad
2017.06 - 2017.08
Bachelor of Arts - Culinary Arts
Institute of Hotel Management
2016.01 - 2020.04
12th -
GD Goenka International School, CBSE Commerce
2014.01 - 2016.04
Assistant Front Office Manager
The Westin Goa
4 2023 - 2024.07
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