Mohit Anand

• Spearheaded the launch of the brand in the golfing industry, leveraging expertise in international brand development to drive recognition and market penetration.
• Led initiatives to cultivate a culture of excellence among team members, resulting in unparalleled guest service and significantly enhanced customer satisfaction and loyalty.
• Fostered strong relationships with key stakeholders, including vendors, partners, and internal teams, to promote collaboration and achieve shared business objectives.
• Developed and implemented comprehensive strategies to uphold stringent health and safety standards, ensuring compliance with industry regulations and creating a secure environment for all patrons.

Promoted from: Senior Manager Customer Success – Delhi & NCR

• Effectively managed a diverse portfolio of 11 centers manged office space across five cities, totaling 13.5 lakhs sq. ft area.
• Strategically oversee the retention and expansion of existing client portfolios, to maximize client satisfaction and business growth.
• Accountable for leading post-sale CRM initiatives, engaging with key stakeholders for upselling and cross-selling opportunities, and identifying new prospects.
• Managing escalations and resolving client concerns while liaising with cross-functional teams to enhance the customer journey.
• Oversaw project processes and provided clients with consistent updates on handover and onboarding procedures, serving as the primary contact from post-sale sign-off to possession
• Successfully led and mentored a diverse team of 20+ professionals, driving increased productivity and efficiency.

• Joined as Part of Pre-opening team successfully formulated Standard Operating Procedures (SOP), Team Building and Training including meticulously planning manpower requirements.
• Formulated and implemented meticulous service delivery plans, resulting in top-box satisfaction scores of 96% for key performance indicators (KPIs).
• Oversaw operational expenditure (Opex) for business, implementing strategies to control costs. Successfully achieved revenue per customer (RPC) of INR 526 and met revenue targets totaling 18 crores in the first year of operation.
• Led various aspects of operation, including Service Strategy, Facility Management, Vendor Management. Retail Management, Warehouse & Logistic Management. HSS Implementation and overall day-to-day operations.

• Spearheaded and directed a team of 38 staff, overseeing daily operations related to room occupancy, concierge services, and guest experience and provided clear guidance, motivation, and mentorship.
• Managed room inventory to optimize revenue opportunities during high-demand periods.
• Fostered strong customer relationships by prioritizing exceptional guest experiences and addressing inquiries, requests, and concerns in a timely and professional manner
• Recommended strong business plans, operational decisions and financial processes to support business sustainability.
• Boosted efficiency by monitoring employee performance closely and providing constructive feedback when necessary.

Promoted from Duty Manager to Restaurant Manager in same hotel then to Hotel Ops Manager in different hotel but same group

• Managed daily hotel operations, ensuring smooth functioning and excellent customer service.
• Oversaw day-to-day operations 108-room hotel with 72 employees.
• Improved guest satisfaction by implementing efficient operational processes and enhancing staff training programs.
• Oversaw financial management, including budgeting, forecasting, and cost control measures to maximize profitability.
• Facilitated seamless communication between departments to enhance overall efficiency and effectiveness.