Varun Kaundal
Assistant Front Office Manager
Mumbai
Summary
Seasoned in elevating guest experiences, I excel in workforce management and customer service. Demonstrating leadership in front desk operations, I've significantly enhanced guest satisfaction. My expertise encompasses both operational efficiency and employee empowerment, making me a pivotal asset in achieving service excellence.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Assistant Front Office Manager
JW Marriott Mumbai Sahar
Mumbai
03.2024 - Current
- Lead and supervise front desk team, fostering trust, mutual respect, and cooperation among members, ensuring effective day-to-day operations.
- Support and mentor team members, recognizing achievements, providing coaching, and filling in for team members as needed to maintain operational continuity.
- Ensure high-quality customer service and satisfaction by addressing complaints, resolving conflicts, and improving service performance based on feedback.
- Establish clear goals for the front desk team, prioritizing tasks and organizing work to meet customer expectations and departmental objectives.
- Work with the Front Office Manager to continually improve service delivery, guest satisfaction, and departmental performance.
- Handle guest grievances and disputes efficiently, striving to resolve issues and improve customer relations and satisfaction.
- Lead by example in providing outstanding hospitality and customer service, empowering team members to exceed guest expectations.
- Ensure adherence to Front Office policies and procedures, including credit policies, to reduce risks and maintain high operational standards.
- Maintain open communication with team members, management, and guests to ensure smooth operations and address concerns in a timely manner.
- Manage and implement customer recognition programs, contribute to department meetings, and step in as Front Office Manager when necessary.
Duty Manager
JW Marriott Mumbai Juhu
Mumbai
02.2022 - 03.2024
- Foster strong working relationships across departments to support property operations, address issues promptly, and ensure smooth day-to-day operations.
- Ensure timely communication of operational variations and send daily MOD (Manager on Duty) reports to all departments to maintain operational transparency.
- Strive to enhance service performance by emphasizing guest satisfaction during meetings and continuously working toward operational excellence.
- Ensure compliance with property policies, standards, and procedures to maintain quality and operational integrity.
- Monitor staffing levels and review financial statements, sales reports, and activity data to meet guest service, operational, and profitability objectives.
- Actively intervene in guest and employee situations to maintain property integrity, resolve issues, and ensure guest satisfaction.
- Encourage employees to deliver exceptional customer service and provide immediate assistance to guests, serving as a role model for hospitality.
- Regularly interact with guests to gather feedback on product quality and service levels, implementing corrective action plans to improve satisfaction.
- Participate in employee and guest accident investigations, provide service behavior feedback, and ensure fair administration of policies, disciplinary actions, and cross-training.
- Conduct regular facility inspections for safety and maintenance, and ensure readiness and adherence to emergency plans and protocols.
Assistant Front Office Manager
Aramness
Sasan, Gujarat
04.2021 - 02.2022
Duty Manager
Crowne Plaza Pune City Centre
Pune
03.2020 - 05.2020
Front Office Executive
The Taj Mahal Palace & Tower
Mumbai
03.2018 - 02.2020
Front Office Assistant
The Oberoi Gurgaon
Guragaon
06.2015 - 02.2018
Education
MBA -
Liverpool John Moores University
Liverpool, England 08.2020 - 08.2022
Postgraduate Program - Management
Institute of Management Technology, Ghaziabad
Ghaziabad,Uttarpradesh 01.2020 - 01.2021
Bachelor of Science - Hospitality & Hotel Administration
Institute of Hotel Management, Catering Technology & Applied Nutrition, Chennai
Chennai 01.2012 - 01.2015
Skills
Customer service
Front desk operations
Complaint handling
Operations management
Websites
Accomplishments
+ Proud to have led a team that delivered outstanding results in the Associate Engagement Survey, scoring 94% in 2024 and 96% in 2025, demonstrating our collective dedication and enthusiasm
+ Delivered notable gains in Language Quality Assessment (LQA), with scores rising from 71.3 in FY 2024 to 85.7 in FY 2025, showcasing commitment to quality improvement.
Timeline
Assistant Front Office Manager
JW Marriott Mumbai Sahar
03.2024 - Current
Duty Manager
JW Marriott Mumbai Juhu
02.2022 - 03.2024
Assistant Front Office Manager
Aramness
04.2021 - 02.2022
MBA -
Liverpool John Moores University
08.2020 - 08.2022
Duty Manager
Crowne Plaza Pune City Centre
03.2020 - 05.2020
Postgraduate Program - Management
Institute of Management Technology, Ghaziabad
01.2020 - 01.2021
Front Office Executive
The Taj Mahal Palace & Tower
03.2018 - 02.2020
Front Office Assistant
The Oberoi Gurgaon
06.2015 - 02.2018
Bachelor of Science - Hospitality & Hotel Administration
Institute of Hotel Management, Catering Technology & Applied Nutrition, Chennai
01.2012 - 01.2015
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