SAKSHEY ARORA
Summary
Hospitality professional specializing in guest experience, concierge operations, and customer relationship management. Experienced with international guest handling, property visits, and SOP compliance. Supports calendar management and coordination for general managers. Improves service outcomes using structured guest feedback and operational follow-through.
managed general managers as well managing there calenders as well and routine
Overview
7
7
years of professional experience
Work History
Sr. Executive – Operations & Customer Relations
NeoFinity
Gurgaon
05.2024 - 07.2025
- Supported customer relationships through empathetic, solution-focused communication and cross-functional coordination.
- Resolved customer escalations by prioritizing service recovery and delivering timely resolutions that improved customer satisfaction.
- Reviewed customer feedback and recurring pain points, partnering with internal teams to guide service and product improvements.
Sr. Relationship Manager
HOUSR
Bengaluru
03.2022 - 10.2023
- Managed day-to-day operations and guest experience across 4–5 properties with 120+ beds, ensuring consistent service, cleanliness, safety and property readiness.
- Handled end-to-end guest escalations and operational challenges, including electricity, parking, laundry, maintenance, cleanliness and other property-related concerns.
- Managed rental and sales activities, assisting customers with unit selection, property viewings and converting available units into rentals.
- Conducted regular property inspections and coordinated maintenance, wear-and-tear, safety/security and operational requirements with internal and service teams.
- Oversaw property readiness and guest services, including unit setup, daily cleanliness standards and food-service arrangements.
Customer Service Specialist
Ferns N Petals (Southeast Asia)
Gurgaon
12.2020 - 12.2021
- Cultivated strong customer relationships through personalized, service-focused solutions in international settings.
- Gained positive Google reviews and direct recognition from Singapore customers for delivering exceptional service.
- Enhanced Net Promoter Score (NPS) by proactively engaging customers and effectively resolving concerns.
Senior Executive- Guest Relations
Aegis- OYO International
Gurgaon
11.2018 - 03.2020
- Improved guest support across ticket handling, reservations, upselling, sales, and post-booking assistance for international customers.
- Strengthened guest experience through post-booking calls and close coordination with hotel and property teams.
- Raised service quality by identifying gaps with property teams and improving Google and OTA ratings through better delivery.
Education
B.Sc. - Hospitality & Hotel Administration
Delhi Institute of Hotel Management
Lajpat Nagar, New DelhiBachelor - Travel & Tourism
IGNOU
New DelhiSkills
- Guest experience management
- Customer relationship management
- Service quality assurance
- Feedback and review processes
- Hotel operations oversight
- Cross functional collaboration
- Staff training and development
- Interpersonal communication skills
- Travel coordination and planning
- Calendar and schedule management
- Meeting coordination and facilitation
- Office administration tasks
- Attention to detail in execution
HOSPITALITY TRAINING & EXPOSURE
- 20-week internship covering major hotel departments at JW Marriott, Aerocity, New Delhi.
- Outdoor catering experience at The Lodhi and other Food and Beverages organisations including Salt and Food Art.
- Supported Tourism Day, Earth Day, Freshers’ and Farewells, with exposure to food production and training & placement activities.
Timeline
Sr. Executive – Operations & Customer Relations
NeoFinity
05.2024 - 07.2025
Sr. Relationship Manager
HOUSR
03.2022 - 10.2023
Customer Service Specialist
Ferns N Petals (Southeast Asia)
12.2020 - 12.2021
Senior Executive- Guest Relations
Aegis- OYO International
11.2018 - 03.2020
B.Sc. - Hospitality & Hotel Administration
Delhi Institute of Hotel Management
Bachelor - Travel & Tourism
IGNOU