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Customer Service & Operations Manager | Hospitality & Travel Industry
India - Willing to Relocate
Nationality: Indian | Availability: Immediately

PROFESSIONAL SUMMARY
Hospitality Operations and Guest Experience Manager with experience across luxury hotels, travel, and service-driven hospitality environments. Strong background in hotel operations, guest relations, service recovery, team leadership, SOP compliance, and quality assurance. Proven ability to enhance guest satisfaction, manage front-of-house and back-of-house coordination, supervise multicultural teams, and maintain high service standards aligned with brand expectations. Committed to delivering exceptional guest experiences while driving operational efficiency and revenue support.

CORE SKILLS

• Multicultural Communication
• Hotel & Hospitality Operations Management
• Guest Relations & Guest Experience Excellence
• Front Office & Housekeeping Coordination
• Service Recovery & Complaint Resolution
• Staff Supervision, Training & Coaching
• Health, Safety & Hygiene Compliance
• Time Management & Operational Planning

KEY ACHIEVEMENTS
Service Excellence Achievement Award (2022-2024)
Customer Operations Manager - Trippers Destination LLP - New Delhi, India
Improved customer satisfaction by 15% and repeat business by 10%.
Achieved 8-10% cost efficiency by optimizing vendor contracts, improving supplier negotiations, and eliminating operational redundancies while maintaining service quality standards.

PROFESSIONAL EXPERIENCE

Customer Operations Manager
Trippers Destination LLP - New Delhi, India
December 2021 - April 2025

• Managed end-to-end customer operations for travel and hospitality services, ensuring high guest satisfaction and SLA compliance.
• Led and supervised multicultural customer service teams, focusing on performance monitoring, coaching, and KPI achievement.
• Handled high-volume customer inquiries, complaints, and escalations, ensuring timely resolution and effective service recovery.
• Implemented service improvement initiatives that increased client retention and repeat business.
• Coordinated with vendors, suppliers, and partners to maintain service quality, cost control, and operational efficiency.
• Planned and executed corporate events, group travel, and VIP client requirements, ensuring seamless operations and personalized experiences.

Operations Executive
Happy Easy Go - Gurgaon, India
June 2018 - October 2021

• Delivered front-line customer support for travel bookings, reservations, and service inquiries via phone and email.
• Assisted customers with itinerary planning, hotel reservations, transportation, and travel modifications.
• Resolved booking issues, cancellations, and complaints efficiently to maintain high customer satisfaction.
• Maintained accurate booking records, inventory, and pricing in internal systems.
• Negotiated with suppliers to secure competitive rates while maintaining service quality standards.
• Collected and analyzed customer feedback to support continuous service improvement initiatives.

Travel Consultant
GOIBIBO - Gurgaon, India
September 2016 – February 2017

• Handled customer inquiries related to flights, hotels, and travel packages with a strong focus on service excellence.
• Managed reservations and resolved sold-out or overbooking situations through proactive coordination with suppliers.
• Provided accurate travel information, recommendations, and alternative solutions based on customer needs.
• Maintained detailed customer interaction records to support follow-ups and service continuity.
• Managed customer complaints and escalations, ensuring positive outcomes and retention.

Housekeeping Attendant
ITC Grand Bharat Hotel - Gurgaon, India
January 2014 – February 2016

• Delivered high-quality guest service by maintaining cleanliness, comfort, and presentation of guest rooms and public areas.
• Responded promptly and courteously to guest requests, inquiries, and special needs.
• Coordinated with front office and maintenance teams to resolve guest concerns efficiently.
• Followed hotel SOPs, safety, hygiene, and service standards to ensure guest satisfaction.
• Demonstrated strong attention to detail, time management, and customer-focused service delivery.

EDUCATION
Dr. MPS College of Hotel Management - Agra, India
2010 2013 | Bachelor of Science in Hotel Management

Uttar Pradesh Board - Etah, India
2008-2009 | Class 12 (Higher Secondary)

Central Board of Secondary Education (CBSE) – Etah, India
2006-2007 | High School (Secondary Education)

CERTIFICATIONS AND LICENSES
STCW - Standards of Training, Certification, and Watchkeeping for Seafarers (Fire Prevention & Fire Fighting, Personal Survival Techniques, Elementary First Aid, Personal Safety & Social Responsibilities, Security Training)

DECLARATION
I hereby declare that the information provided above is true and accurate to the best of my knowledge. I am confident in my ability to contribute positively to customer satisfaction, service excellence, and organizational success.