Pushkar Raj
Ranthambore
Summary
Seasoned hospitality professional with over 15 years of experience in front office operations, guest satisfaction, and team leadership across multiple five-star luxury hotel brands. Proven expertise in managing seamless daily operations while coordinating with various departments including housekeeping, food & beverage, security, and engineering to ensure smooth, guest-centric hotel functioning.
Recognized for driving operational efficiency, enhancing service delivery, and cultivating high-performing teams in alignment with brand standards and business objectives. Adept at problem-solving, staff development, and strategic execution, with a strong commitment to delivering exceptional guest experiences. Passionate about inspiring teams, maintaining a culture of excellence, and continuously evolving with industry trends to elevate service and profitability.
Overview
2
2
Languages
1
1
Certification
15
15
years of professional experience
Work History
Front Office Manager
Taj Sawai Ranthambore
Ranthambore
02.2024 - Current
- Overseeing full-scale hotel operations across departments: Housekeeping, Sales, Reservations, Front Office, Media, F&B Sales, Restaurant and Banquets, Security, and Engineering.
- Providing strategic leadership to departmental heads, and aligning cross-functional goals for seamless operations and outstanding guest service.
- Driving service excellence initiatives, and monitoring performance metrics to exceed guest satisfaction goals (target NPS 90+).
- Ensuring profitability, team motivation, and operational efficiency while maintaining IHCL brand standards.
- Managing day-to-day hotel functioning, with a strong focus on coordination, resource planning, and quality assurance.
- Dynamic and results-oriented Front Office Manager with a solid history of elevating guest satisfaction, and operational excellence. Adept at managing day-to-day operations, streamlining front desk procedures, and fostering seamless communication between departments to ensure an exceptional guest experience. Recognised for holding the number one position on Tripadvisor, with consistent 90+ NPS scores.
- Leading a high-performing team of Duty Managers, concierges, and front desk associates to deliver personalised guest services.
- Enhancing guest experiences through effective safari coordination, reservation management and proactive issue resolution.
- Driving revenue through upselling initiatives, efficient cost management, and strategic budgeting.
- Innovating guest engagement initiatives to create unique, memorable experiences, and promote customer loyalty.
- A strong advocate for team development, I am committed to creating a welcoming atmosphere that reflects operational excellence, and inspires staff to deliver unparalleled service. I seek an opportunity to leverage my leadership skills and strategic approach to contribute to a dynamic, customer-focused, hospitality environment.
- Implemented strategies to maximise room occupancy and revenue, closely monitoring booking trends and adjusting rates accordingly.
- Managed front office operations to maintain exceptional guest service standards in a high-volume environment.
- Trained new front office staff, fostering a team of competent and service-oriented professionals.
Front Office Manager
SUJÁN Sher Bagh
Ranthambore
02.2023 - 02.2024
- Directed daily operations across Front Office, Boutique, Safari Guest Experiences, and Spa, ensuring smooth and efficient service delivery.
- Elevated guest satisfaction by designing personalised experiences, and catering to individual preferences and unique requests.
- Managed VIP guest interactions with meticulous attention to detail, creating memorable, exceptional moments.
- Developed and reviewed daily and monthly performance reports, budgets, and expense forecasts to drive operational excellence.
- Optimised revenue and occupancy through strategic analysis of rate variances, house counts, credit reports, and selling strategies.
- Ensured compliance with hotel policies, SOPs and house rules, reinforcing the brand’s commitment to exceptional hospitality.
- Collaborated with Central Reservation and Sales Teams to ensure effective communication, and streamlined operations.
Operations - Guest Experience & Quality Manager
Accor - The Living Adventure/ Supreme Committee
Doha, Qatar
02.2022 - 02.2023
- Ensuring the highest levels of hospitality and service excellence, while managing operations for 70,000+ rooms across apartments and villas for visiting fans.
- Operations Management.
- Managed six properties with 1,611 rooms, and led a team of 300+ staff members.
- Conducted daily audits across all properties to ensure compliance with pre-determined quality standards.
- Collaborated with the Operations Manager for seamless property handovers, product quality assurance, and project tracking using Task-World.
- Training and Development.
- Successfully completed the Train the Trainer programme by Accor (The Living Adventure).
- Conducted 125+ training sessions (380+ hours) for 300+ team members, including induction programmes, product knowledge, and guest complaint management for Duty Managers and Housekeeping Managers.
- Organised team-building activities and online quizzes to enhance knowledge about the Global Sports Event, 2022.
- Guest Relations and Quality Assurance.
- Supervised room allocation, handled special guest requests, and managed efficient check-in/check-out processes for thousands of arrivals and departures.
- Interacted with guests regularly to gather feedback on product quality, service levels, and overall satisfaction.
- Ensured timely resolution of guest complaints, while fostering a service-oriented mindset among employees.
- Achievements During FIFA World Cup 2022.
- Played a key role in managing operations for over 7,000 arrivals and departures, contributing to a seamless experience for over 1 million guest stays during the global event.
- Oversaw the successful decommissioning of properties post-event, while maintaining operational excellence.
Hotel Duty Manager (Pre-Opening)
Taj Resort & Convention Centre
02.2018 - 02.2022
- With a forested hillside perch and gorgeous river views, the 299-room Taj Hotel & Convention Centre oozes luxury & scale.
- Looking after front office setup, department SOP and staff training to exceed guest expectations
- Monitoring front office operations and responsible for the daily flawless operations
- Responsible for maintaining service standards set by the hotel within the department and conducting training sessions for the team members to enhance performance towards guest experience
- Taking care of online feedback and Trust You with team performance
- Responsible for maintaining concierge, Gym, Pool, and SPA and guiding the team for their performance, and quality of service as per Taj hotel standards within the department
- Responsibility for events group contract reservation and billing, show around, accounts query, payment follow-up, cashier billing settlements and allowances
- Taking care of all Qwickcilver redemption for American Express, TIC and Epicure experience gift cards and rewards points
- With a forested hillside perch and gorgeous river views, the 299-room Taj Hotel & Convention Centre oozes luxury & scale
Front Office Executive / Duty Manager
The Leela Palace
10.2015 - 01.2018
- The Leela Palace Udaipur, all 80 rooms at the hotels a modern palace hotel which evokes the grandeur and opulence of the Land of the Mewar.
- Handling front office operations and responsible for the daily flawless operations also training sessions for the team
- Department roster for front office team, butlers, boatman and chauffeurs and room blocking for arrivals
- Responsibility for making reports like Market Segment Report, City Scan Report, Tourism Reports, Transportation bills for contracted vendors.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Assisted in training new front office team members, leading to increased productivity and efficiency.
Front Office Executive / Duty Manager
Double Tree By Hilton
03.2013 - 10.2015
- Our hotel offers 184 guest rooms, with complimentary WiFi and modern amenities.
- Responsible for the routine operation of the front office department, and training.
- Leverage with the Finance department for guest accounts and house accounts, along with operations of the Executive Lounge for VIP guests, Hilton Honors Gold, and Diamond members, along with checking and checkout.
- Looking after Hilton Honours points for hotel guests.
- Developed rapport with repeat guests, providing personalised service that fostered loyalty to the establishment.
- Updated reports, managed accounts, and generated reports for the company database.
Front Office Associate
Jaypee Palace Hotel & Convention Centre
Agra
04.2011 - 03.2013
- Brightly lit and comfortably furnished, 341 well-appointed rooms.
- Responsible for the routine operation of the front office department, and handling cashiers.
- Responsible for handling familiarisation tours, and showing them the property and the services of the hotel.
- Reviewed files, records, and other documents to obtain information and respond to requests.
- Improved communication within the team by initiating weekly meetings to discuss challenges faced during shifts, as well as possible solutions.
Education
Bachelor of Science - Hotel & Tourism Management
Agra Institute of Hotel Management & Tourism
Agra, India04.2011
Skills
- Staff management
- Team building
- Employee management
- Training and teambuilding
- Knowledge of administrative procedures
- Workflow coordination
- Luxury hotel standards
- Staff supervision
- Payroll and budgeting
- Written and verbal communication
- Room inventory maintenance
- Complaint resolution
- Project Management
- Room inventory management
Certification
- Brand Excellence Certification Program Brand Excellence Certification Program - The Indian Hotels Company Limited (IHCL)
- TATA Business Excellence TATA Business Excellence - Tata Group
- Taj Departmental TrainerTaj Departmental Trainer - The Indian Hotels Company Limited (IHCL)
- Certification of Added Qualifications for Hotelogix PMS Train the Trainer TLA AccorCertification of Added Qualifications for Hotelogix PMS Train the Trainer TLA Accor
Personal Information
Hobbies and Interests
- Bodybuilding (GYM-Fitness)
- Biking & Travelling
- Cooking
Linkedin Profiles
Languages
Hindi
Proficient
C2
English
Proficient
C2
Honor
- Certified Train the Trainer, Indian Hotel Company Limited, 2024.
- Certified Train the Trainer, Accor, 2022
- Certificate of Appreciation Trip Advisor Champ, The Leela Palace, Udaipur, 2017
- Appreciation Letter awarded by C.E.O and president Mr. Christopher J. Nassetta, Double Tree By Hilton, Gurgaon, 2014
Timeline
Front Office Manager
Taj Sawai Ranthambore
02.2024 - Current
Front Office Manager
SUJÁN Sher Bagh
02.2023 - 02.2024
Operations - Guest Experience & Quality Manager
Accor - The Living Adventure/ Supreme Committee
02.2022 - 02.2023
Hotel Duty Manager (Pre-Opening)
Taj Resort & Convention Centre
02.2018 - 02.2022
Front Office Executive / Duty Manager
The Leela Palace
10.2015 - 01.2018
Front Office Executive / Duty Manager
Double Tree By Hilton
03.2013 - 10.2015
Front Office Associate
Jaypee Palace Hotel & Convention Centre
04.2011 - 03.2013
Bachelor of Science - Hotel & Tourism Management
Agra Institute of Hotel Management & Tourism