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Nikhil Sharma

@nikhilsharma10

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Operations Manager | Pre-Opening Expert × 3 | Luxury to Corporate | Open to Remote

India

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What I'm looking for

Job type: Full Time

Work preference: Remote — strongly preferred, Hybrid — open to it

Availability: Immediately available

Experience level: Mid-level / Manager

Job categories: Operations Manager, Business Operations, Client Success

Operations professional, 5+ years across ITC, Raffles, JW

Marriott, The Serai & IHCL. Delivered 3 pre-openings from

zero — trained teams of 10+, achieving 95% guest satisfaction

within month one and 20% increase in repeat bookings. Zero VIP

escalations across all roles. Transitioning to remote corporate

Operations Manager roles.

Experience

Work history, roles, and key accomplishments

Duty Manager(Pre-Opening)

IHCL – SeleQtions

Apr 2024 - Nov 2024 (7 months)

Led pre-opening operations for luxury 5-star property.
Overcame staffing challenges by designing targeted training
program — resulting in fully operational 10+ member team by
launch day. Achieved 95% guest satisfaction in month one.
Reduced check-in time 30% through process redesign. Zero VIP
escalations entire tenure.

SOP Development Staff Training CRM PMS (Opera)Reporting Client Relations

Front Office Executive

Suján The Serai

Jan 2023 - Apr 2024 (1 year 3 months)

Directed front office at India's most exclusive desert luxury
property. Mentored team members improving performance and
guest satisfaction to 95%+. Developed guest engagement strategy
resulting in 20% increase in repeat bookings. Coordinated
complex VIP logistics with zero errors across 15 months.

Travel Coordination Client Relations Team Coordination

Front Office Executive

JW Marriott

Aug 2022 - Nov 2022 (3 months)

Managed operations as primary escalation point — achieved
100% issue resolution within SLA. Mentored new staff,
standardising processes across department. Overcame high
guest complaint volume through structured service recovery
framework.

Guest Relations Staff Training SLA Process Standardization

Guest Service Associate

Raffles Udaipur

Nov 2021 - Aug 2022 (9 months)

Core pre-opening team member for Raffles Udaipur launch.
Implemented Opera PMS, set up operational workflows, and
trained staff on pre-opening protocols. Managed VIP guest
services from day one.

Pre Opening Support Guest Service VIP Travel Coordination Client Communication

Guest Services Associate

ITC Hotels

Jul 2019 - Sep 2021 (2 years 2 months)

Joined ITC Kohenur pre-opening team. Contributed to Opera
PMS implementation and operational setup. Built strong
foundation in luxury guest relations and executive client
management over 2+ years.

Guest Relations Executive Assistance Opera PMS Workflows VIP Service

Education

Degrees, certifications, and relevant coursework

Frankfinn Institute

Diploma in Hospitality, Travel & Customer Service, Hospitality, Travel & Customer Service

Completed a Diploma in Hospitality, Travel & Customer Service and studied up to the 2nd semester in the Non-Medical stream before pursuing vocational specialization.