Sahil Bhola
C1-99, First Floor, Janakpuri, New Delhi
Summary
Hospitality professional with over 9 years of experience in front office operations, team leadership, and guest satisfaction with top brands like The Oberoi, Lemon Tree Hotels, and De Mandarin. Proven track record in managing teams, enhancing guest experiences, and implementing cost-control strategies. Adept at cross-functional coordination, upselling, and mentoring teams in high-pressure, employee-centric, yet customer-focused environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Tour Director
Non Stop Yatra
Delhi
06.2021 - 07.2025
- Analyzed dynamic market trends to make strategic decisions for business growth and customer satisfaction.
- Established partnerships with hotels at targeted locations to enhance service offerings.
- Distributed promotional content via WhatsApp and email to engage regular clients.
- Strengthened B2B and B2C networks to expand outreach and customer base.
- Conducted meetings with guests to secure future bookings and gather referrals.
- Managed customer relations by delivering customized tour packages tailored to client needs.
- Ensured client expectations were met and exceeded throughout service delivery.
- Oversaw operations with a partner and a team of three members to maintain efficiency.
- Regular meetups at various campuses, schools, and other institutes, and travel fairs like SATTE, TTF, and OTM.
Front Office Manager
De Mandarin Hotel, Goa
Goa
11.2021 - 03.2022
- Directed front office department. Provided leadership & strategic planning to other departments enhancing service culture and maximizing operational output.
- Mentored staff on cost-saving techniques to improve efficiency.
- Collaborated with Hotel General Manager to oversee all hotel operations.
- Conducted departmental briefings to ensure alignment on operational goals.
- Resolved guest complaints and managed service recovery procedures effectively.
- Increased TripAdvisor reviews by 21% through exceptional service and resolution strategies.
- Facilitated regular briefings for inter- and intra-departmental teams.
- Ensured compliance with hotel SOPs across all departments.
- Helped in preparing the presentation for the achievement of the hotel's operational budget, marketing, and sales plan, along with other higher management.
- Assisting the sales team as needed to meet business expectations.
Assistant Front Office Manager
Red Fox Hotel by Lemon Tree Hotels, Aerocity, Delhi
Delhi
02.2019 - 09.2021
- Led a team of 19 employees in a fast-paced environment through proactive communication and continuous feedback.
- Submitted management information reports to support business planning and decision-making.
- Actively involved in team building and recruitment initiatives to strengthen workforce capabilities.
- Addressed customer needs promptly, enhancing satisfaction through hands-on assistance.
- Ensured compliance with policies related to operational excellence, productivity, and scheduling.
- Trained team members on effective cross-selling and upselling strategies.
- Monitored employee performance and rosters, implementing improvement plans as necessary.
Management Trainee
The Lemon Tree Hotel Company, Delhi
Delhi
08.2017 - 02.2019
- Engaged with over 100 customers daily to foster relationships and enhance retention.
- Facilitated check-ins and check-outs while assisting visitors with itinerary planning.
- Coordinated guest itinerary planning and ensured seamless service execution.
- Gained cross-functional experience in food and beverage, sales, and housekeeping.
- Assumed additional front office responsibilities to promote skill development.
- Administered daily inventory management and customer records using PMS and manual systems.
Industrial Trainee
The Oberoi, New Delhi
Delhi
11.2015 - 02.2016
- Managed daily record and inventory processes to ensure accuracy and efficiency.
- Cross-trained in multiple departments, enhancing operational flexibility and collaboration.
- Provided comprehensive support to 15-member operations team, facilitating smooth workflow.
Education
MBA - Marketing & International Business
Bharati Vidyapeeth
Pune01-2023
B.Sc. - Hospitality Administration
Delhi Institute of Hotel Management
Lajpat Nagar04-2017
XII - Commerce
Salwan Public School
Rajinder Nagar04-2014
Skills
- Hotel operations support
- Guest feedback management
- Front office management
- Relationship building
- Inventory control
- Budget management
- Revenue enhancement
- Staff training
- Communication skills
- Leadership abilities
- Conflict management
- Interdepartmental collaboration
- Customer focus
- Strategic planning
Certification
- Workshop on AI tools (2023)
- Foundation course in digital marketing – Google (2023)
Languages
English (Fluent), Hindi (Fluent), Punjabi (Fluent)
Accomplishments
- Recognized by guests on TripAdvisor and feedback portals
- Awarded on International Hospitality Day 2019 for excellent customer service in Aerocity
- Training and Placement Coordinator, Delhi IHM (2017)
- Silver medalist – state level archery championship (2011)
- 1st place – state-level carving competition (2009)
- Cultural team leader – college and school
Languages
Hindi
First Language
English
Proficient (C2)
C2
Punjabi
Advanced (C1)
C1
References
References available upon request.
Timeline
Front Office Manager
De Mandarin Hotel, Goa
11.2021 - 03.2022
Tour Director
Non Stop Yatra
06.2021 - 07.2025
Assistant Front Office Manager
Red Fox Hotel by Lemon Tree Hotels, Aerocity, Delhi
02.2019 - 09.2021
Management Trainee
The Lemon Tree Hotel Company, Delhi
08.2017 - 02.2019
Industrial Trainee
The Oberoi, New Delhi
11.2015 - 02.2016
MBA - Marketing & International Business
Bharati Vidyapeeth
B.Sc. - Hospitality Administration
Delhi Institute of Hotel Management
XII - Commerce
Salwan Public School
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