1. Sandeep Kaul
Address: D1-304, Ganga Orchard, Mundwa Road, Pune
Phone: 9920201499 E-Mail: sandeepkaul11@gmail.com
PROFILE
Senior hospitality professional leading Front Office and Housekeeping operations with leading global brands
including Starwood, Marriott and Taj. Significant experience in implementation of hotel and departmental brand
Standard and Operating Procedures, with superlative focus on guest services and guest delight. Accomplished in
recruiting, training and leadership with outstanding interpersonal, communications and people management skills.
RELEVANT EXPERIENCE
Front Office Manager on Excom Track, The Westin Pune [Oct 2014 to Present]
Heading the Front office operations for a 277 room property that is the leading hotel in its competitive market segment and
seen as the Flagship Westin for the Asia Pacific Region
 Driving Brand Standards at the hotel through sharing regular updates with the entire team and following up with regular
self-audits. Hotel has secured 100% in Welfare & Security, 99% In Brand Identity and 98% Product and Services in the
recently concluded Brand health audit
 Leading upsell initiative for Westin Pune achieving 1.60 Crores in 2014 and 1.90 Crores in 2015 with the ADR
contribution of INR234 YTD(2014) and INR 274 YTD(2015)
 Leading the SPG loyalty program including associate training for enrollment, missing stay and introducing new
initiatives. Won the best SPG champion award for the division in 2014/2015
 Leading SPG Preferences including room cataloguing, training associates and monitoring on daily basis to ensure every
guest preference is executed and each guest gets a personalized experience
 Driving associate engagement.Recently concluded StarVoice survey reflected engagement scores to be 97%
 Driving CSR initiatives including collaborating with corporate client to donate unused old sheets and towels to NGOs
 Conducting gap audits for Four Points by Sheraton Pune & Vizag for Brand Standards,Security and OS&E to help
transition the hotels from Franchise to managed properties.
 Won best Front Office leader of the year South Asia 2015 (Starwood hotels)
Front Office Manager, Westin Pune [July 2012 to Present]
Heading the Front office operations for a 277 room property that is the leading hotel in its competitive market segment and
seen as the Flagship Westin for the Asia Pacific Region
 Developing & implementing the overarching plan, maximizing revenue and budgeting revenues and costs for the Front
Office department, linking the department objectives to the unit overall strategy
 Defining systems and procedures that achieve higher cost efficiency and guest satisfaction,ensuring adherence to highest
service standards regarding Welcome, Farewell and Luggage assistance.Analyzing and addressing guest complaints
adding a renewing element to their experience
 Reviewing the monthly business/occupancy reports to develop a work plan, ensuring proper staffing levels for customer
service goals.
 Creating a work environment that is high in associate morale, engagement & motivation. Responsible for recruiting and
Performance Appraisal/ Management of associates as well overseeing all the training activities within the department
 Acting as the product expert, maintaining up to date knowledge on prices, rates, specials, packages,programs, etc, while
ensuring all staff are trained in all areas
Officiating Asst. Front Office Manager, Renaissance Hotel & Convention Centre, Mumbai [Jul 2007 to Jun 2012]
Rapidly progressing to management position, handling an inventory of 583 Rooms for the Largest Convention Center in
Mumbai & 177 exquisite apartments, the first of their kind in Mumbai
 Joined the organization as a Front Desk Executive and promoted to Shift In charge, Group Coordinator, Front Desk
Executive, Asst.Manager - Resident Services, Asst.Front Desk Manager and Front Desk Manager

2.  Managing room inventory of 760 rooms and day-to-day operations,ensuring the quality, standards and meeting the
expectations of the customers on a daily basis
 Formulating and implementing the successfulup-selling program ensuring an increase in the Average Room Rate
 Driving repeat guest recognition and the guest loyalty marketing programs
 Maintaining the Balanced Scorecard Results, assisting in conducting activities to drive financial results, guest
satisfaction,and human capital index and market share
 Interacting with guests to obtain feedback on product quality and service levels while handling guest complaints and
grievances in adherence with the true essence of hospitality
 Conducting training sessions forthe department, equipping the associates and executives with a thought process to
develop as a team that delivers service par excellence in comparison to any leading hospitality concern
 Staff appraisals, counseling and career growth plans ensuring associate productivity.Introducing new initiatives such as
full day training program, multi-skilling and daily goals
 Overseeing & accomplishing financial interactions & transactions i.e. Bill settlements, Credit Card settlements, Accounts
Receivables, etc. Responsible for maintaining the credit limit of the guest ledger balance
Front Office Assistance, Taj President, Mumbai [Apr 2005 to May 2007]
CAREER HIGHLIGHTS
Winner, Team Of the Year for Westin Pune 2014
Awarded Manager of the Quarter 2013
Awarded Manager of the year award in Marriott 2010
Letter of recognition from the General Manager of Renaissance Mumbai Hotel 2008
Letter of recognition from the C.O.O. of Taj Hotels, Mr. Jamshed Daboo 2006
EDUCATION
Hotel Management & Catering Technology (B.A), Sarosh Institution of Hotel Management, Mangalore 2005
All India Senior School Certification examination (HSC), Dewan Badri Nath Vidya Mandir , Jammu 2001
PERSONAL
Language known : English, Hindi, Punjabi, Kashmiri
Hobbies : Music, driving, swimming, badminton, traveling