SAHIL SETHI
Front Office Manager
New Delhi
Summary
Hospitality leader with 15+ years of progressive experience across Marriott International, Hyatt, Accor and Oberoi Hotels. Expertise in Rooms Division, Front Office Operations, Guest Experience, Loyalty Strategy & Operations, Food & Beverage Operations.
Known for leading high-performing teams, elevating guest experiences, satisfaction, delivering service results and building strong & meaningful relationships.
Overview
16
16
years of professional experience
Work History
Front Office Manager
Aloft by Marriott
11.2025 - Current
- Leading Front Office Operations, ensuring optimal guest experiences and satisfaction.
- Driving and achieving our Brand Standard Operations, Guest Voice Scores, Mobility Parameters, Upsell revenue, Transport revenue and Associate Engagement Scores.
- Managed team performance, providing training and mentorship to front desk, at your service, concierge, guest relations and loyalty team.
- Implemented standard operating procedures, enhancing efficiency in check-in and check-out processes by executing mobility and contactless features of Marriot Bonvoy.
- Upscale Coordinated with housekeeping and maintenance teams to address guest requests promptly.
Director of Loyalty
JW Marriott New Delhi
03.2022 - 11.2025
- Leading the Loyalty Program of Marriott International at JW Marriott New Delhi – Marriott Bonvoy with a team of over 50 Team Members from all departments, including all HOD’s.
- Guest Voice Incharge of the Hotel, responsible for the overall Guest Voice Performance of the hotel for all parameters – ITR, Elite Satisfaction, Food and Beverage, Maintenance and Upkeep, Staff Overall Satisfaction, Room Cleanliness, Anticipation of Guest Needs and Personalised Services. Conduct Weekly and Monthly Guest Voice Meetings for all departments.
- Incharge of all Mobility and Guest Experience Platforms - Mobile Check In, Mobile Keys Delivered, Mobile Chat Response Time.
- Plan, Strategise and Execute Marriott Bonvoy Strategies in coordination with the Area Team to increase the Loyalty Members Enrollments, Members Occupancy / Members Penetration Rate, Earn & Redeem Marriott Bonvoy Points.
- Responsible for enhancing the Members Occupancy and Members Penetration Rate at the JW Marriott New Delhi.
- One Point of Contact for all Elite Members and TOP 100 Guest’s at JW Marriott New Delhi.
- Head and Lead the Pre Arrival Planning Committee every day, attended by the Executive and Leadership Team of the hotel to plan next day overall operations.
- Marriott International’s Flagship hotel in India, with a hotel inventory of 511 rooms.
Assistant Front Office Manager & Loyalty Manager
JW Marriott New Delhi
02.2020 - 02.2022
- Responsible for both Front Office and Loyalty Operations at JW Marriott New Delhi.
- Head and Lead the Pre Arrival Planning Committee every day, attended by the Executive and Leadership Team of the hotel to plan next day overall operations.
- Responsible for Inventory Management, Upselling, Transportation Revenue, Executive Lounge Operations including its P&L to maximise Room Profitability for Rooms Division.
- Hotel and Departmental Incharge for Guest Voice Results and Guest Experience Platforms - Mobile Check In, Mobile Keys Delivered, Mobile Chat Response Time.
- One Points of Contact for all VIP’s and TOP 100 Guests at JW Marriott New Delhi.
Executive Lounge Manager
JW Marriott New Delhi
12.2017 - 02.2020
- Joined JW Marriott Aerocity with the mindset to learn all aspects of Food and Beverage.
- Responsible for an Inventory of 80 Club Rooms and 30 Suites with an exclusive Executive Lounge, operating 115 covers, with a daily average cover of 180.
- Won Manager of the Year Award and Best Executive Lounge of the Year Award for achieving Rank 1 in India and Rank 5 in Asia Pacific in 2018 and 2019 in Guest Voice.
- Achieved highest Suite and Club Occupancy in 2019 and 2020 by creating special upsell packages with Executive Lounge and Transportation Inclusions.
- Earned additional revenue for Executive Lounge by offering Meeting Spaces to VVIP non-resident corporate guests and by creating a Visitor Policy for all non-resident guests during cocktail hours.
Duty Manager
Pullman & Novotel New Delhi
03.2016 - 11.2017
- Duty for both Pullman and Novotel New Delhi, managing inventory and operations for both hotels Pullman and Novotel simultaneously.
- Lead the teams at both hotels at the same time ensuring Guest Satisfaction and Brand Standards at all times.
- Conduct night audits on PMS (Opera and Micros) during night shifts for both hotels I.e. Pullman and Novotel.
- In charge of the department’s employee recognition and awards in coordination with the human resources and the training manager.
- Departmental Trainer Specialist for Front Office, responsible for training the entire team on Front Office Standard Operating Procedures.
- Accor’s Flagship hotel in India, with a hotel inventory of 670 rooms.
Duty Manager
Hyatt Regency New Delhi
11.2012 - 02.2016
- Won the NPS Champion of the Year Award in 2015 for getting maximum Guest Appreciation Forms across the hotel.
- Responsible for managing operations and ensuring highest level of operating standards at all times.
- Monitor High Balance Bills (Weekly basis) and Credit Limit (Daily basis) and ensure complete financial settlements in coordination with the Accounts department.
- Conduct night audits on PMS (Opera and Micros) and prepare night audit reports for the General Manager and HOD’s.
- As an Expert for Front Desk, Regency Club and Reservations Operations, I was assigned as a Mentor to all Hyatt Management Trainees in 2015.
- Hyatt’s Flagship hotel in India, with a hotel inventory of 523 rooms.
Assistant Manager - Reservations
Hyatt Regency New Delhi
04.2014 - 03.2015
- Leading the Unit Reservations with a team of 8 to 10 team. Responsible for the Inventory Management of 523 rooms and suites with a complete access to Reserve (Hyatt’s PMS).
- In charge of accurate Market Segmentation Tagging and Rate Code Configuration, in order to generate accurate revenue reports for Sales and Revenue Teams.
- Track and record the commissions of all Travel Agents and OTA’s in coordination with the Revenue teams.
- Analyzing Profile Error reports and ensured Profile Merge once a month to reduce duplicate reservations and reduce the load from PMS.
Team Leader - Front Office
Hyatt Regency New Delhi
11.2012 - 03.2014
- Worked at Front Desk and Regency Club, ensuring smooth operations.
- Worked as a Rooms Controller in order to manage the room inventory and turn around better.
- Responsible for follow-up & settlement of Bills on Hold and all the pending Paymasters.
- Interact with all the guests in the Regency Club during the cocktail hours on a one to one basis, in order to seek their valued feedback and get more Guest Voice Forms.
Front Office Associate
The Oberoi New Delhi
01.2011 - 10.2012
- Worked extensively at the Reception and Cashiers Desk.
- Lead the entire shift as a Shift In charge, coordinating with Housekeeping for room allocations and inspection.
- Highest Rooms Upseller for 2012.
- Handling and operating Cash, Paid out, Traveller Cheques, and Foreign Currencies.
- Incharge of the Buddy System at Oberoi Hotels for all new joiners.
- One of the best and award winning hotels of The Oberoi Group.
Education
B.Sc. - Hotel and Hospitality Administration
Institute of Hotel Management
Jaipur, India01-2010
Senior Secondary Education - undefined
The Mann School
New Delhi, India01-2006
Secondary Education - undefined
St. Colombus
New Delhi, India01-2004
Skills
Front Office Hotel Operations
Food and Beverage Operations
Loyalty Operations
CRM Systems
Efficient on Multiple Property Management Systems
Reservations Management System
Accomplishments
CX leader by Times Now in 2025
Top 25 Leaders in Hospitality in 2025
Best Personalized Loyalty Program by Quantic India in 2025
Loyalty Leader by Leamnah Awards in 2025
Inspiring CX Leader' by The Indian Express in 2024
Manager of the Year by JW Marriott new Delhi in 2023
Panel Speaker at Hospitality and Loyalty Events
Timeline
Front Office Manager
Aloft by Marriott
11.2025 - Current
Director of Loyalty
JW Marriott New Delhi
03.2022 - 11.2025
Assistant Front Office Manager & Loyalty Manager
JW Marriott New Delhi
02.2020 - 02.2022
Executive Lounge Manager
JW Marriott New Delhi
12.2017 - 02.2020
Duty Manager
Pullman & Novotel New Delhi
03.2016 - 11.2017
Assistant Manager - Reservations
Hyatt Regency New Delhi
04.2014 - 03.2015
Duty Manager
Hyatt Regency New Delhi
11.2012 - 02.2016
Team Leader - Front Office
Hyatt Regency New Delhi
11.2012 - 03.2014
Front Office Associate
The Oberoi New Delhi
01.2011 - 10.2012
Secondary Education - undefined
St. Colombus
Senior Secondary Education - undefined
The Mann School
B.Sc. - Hotel and Hospitality Administration
Institute of Hotel Management