Sangram Shinde
Mumbai
Summary
Results-driven Hotel Operations Leader with 14 years in hospitality, progressing from Front Office Assistant to General Manager. Currently overseeing a 60-room 4-star hotel, excelling in front office operations, guest experience, team leadership, revenue optimisation, and brand development. Demonstrates effective decision-making in high-pressure situations while ensuring exceptional service standards and operational efficiency.
Overview
4
4
Languages
16
16
years of professional experience
Work History
General Manager
The Shalimar Hotel
Mumbai
05.2024 - Current
- Managed operations of a 60-room 4-star hotel
- Lead overall hotel operations and build a high-performance team focused on key performance indicators and service standards.
- Develop and enforce operational policies and procedures to support legal and regulatory compliance.
- Developed and monitored budgets and financial targets to support operational efficiency and cost management.
- Established and maintained business-partner relationships to identify opportunities for growth.
- Analyse guest feedback and usage data to identify improvement areas and strengthen guest loyalty.
- Developed and implemented marketing initiatives that increased brand awareness and drove website traffic.
Hotel Manager
Bloom Hotel Juhu
Mumbai
08.2022 - 05.2024
- Managed day-to-day hotel operations and coordinated teams to consistently enhance guest service experience.
- Managed operations for a 31-room boutique hotel
- Maximised occupancy and revenue while actively protecting and enhancing hotel's reputation.
- Oversaw operational execution to ensure alignment with hotel objectives and adherence to service standards.
- Led teams in a hands-on environment and adapted quickly to changing operational requirements.
- Strengthened organisational and communication practices while working effectively in a high-pressure environment.
Assistant Front Office Manager
Soho House Mumbai
Mumbai
04.2019 - 08.2022
- Managed front desk operations, streamlining guest registration, room assignment, and check-out procedures for improved efficiency.
- Evaluated Front Office performance, ensuring guests received prompt, personalised recognition to enhance overall satisfaction.
- Supported Front Office Manager in leading all Front Office sections, contributing to maintenance of high service standards.
- Supported employee evaluations, employee-related matters and team development.
Duty Manager
Bharat Hotels Pvt. Ltd.
Mumbai
11.2016 - 04.2019
- Coordinated hotel operations and addressed guest requirements during duty shifts, facilitating effective collaboration across departments.
- Managed operations of 381-room 5-star hotel, ensuring high standards of service and guest satisfaction.
- Oversaw daily operations, including opening and closing procedures, to ensure smooth running of the premises.
- Addressed customer complaints with empathy and efficiency, resolving issues to maintain high satisfaction levels.
- Led by example, demonstrating exceptional customer service and encouraging staff to deliver the same high standards.
Front Office Executive
Taj Mahal Palace
Mumbai
05.2015 - 11.2016
- Managed front office operations, prioritising guest service and ensuring smooth service delivery.
- Answered incoming calls, provided information, and transferred calls to relevant personnel, maintaining professionalism.
- Maintained organised calendar covering team meetings, trips and appointments.
- Maintained office supplies inventory, ordered new supplies as needed, keeping the office well-stocked.
Front Office Assistant
Oberoi Hotels
Mumbai
06.2012 - 04.2015
- Facilitated guest check-in/check-out and ensured smooth day-to-day Front Office operations while upholding service standards.
- Managed guest profiles, addressed complaints, and acted as primary contact for guests to foster positive experiences.
- Supported Front Office shifts, supervised front desk activities, resolved guest issues, and processed payments to enhance guest satisfaction.
- Started as a Group Coordinator, handling group and FIT reservations before progressing to guest check-in/check-out responsibilities.
Training Intern
Taj Mahal Palace Mumbai
Mumbai, India
11.2010 - 03.2011
Education
B.Sc. -
Atharva College of Hospitality and Catering Management
MumbaiHSC -
University of Mumbai
MumbaiSkills
- Hotel Operations & Administration
- Operations management
- Budget oversight
- Revenue management
- Cost control
- Marketing Strategy
- Marketing planning
- Business Growth Strategy
- Guest Experience
- Guest loyalty
- Regulatory Compliance
- Vendor Relationship Management
- Front Office Leadership
- Team performance
- Decision making
- Staff training
Languages & Interests
English
Hindi
Marathi
Bangla
Custom
- Cricket
- Cooking
- Swimming
Timeline
General Manager
The Shalimar Hotel
05.2024 - Current
Hotel Manager
Bloom Hotel Juhu
08.2022 - 05.2024
Assistant Front Office Manager
Soho House Mumbai
04.2019 - 08.2022
Duty Manager
Bharat Hotels Pvt. Ltd.
11.2016 - 04.2019
Front Office Executive
Taj Mahal Palace
05.2015 - 11.2016
Front Office Assistant
Oberoi Hotels
06.2012 - 04.2015
Training Intern
Taj Mahal Palace Mumbai
11.2010 - 03.2011
B.Sc. -
Atharva College of Hospitality and Catering Management
HSC -
University of Mumbai