Mohit Mavi
Berlin
Summary
Hospitality Professional experienced in hotel operations and front office management across multiple international markets. Delivered successful pre-opening projects and operational setups, contributing to launches of Leroy Suites Auckland and The Dean Berlin through effective staff training and development of Standard Operating Procedures. Focused on enhancing guest satisfaction and operational efficiency while building high-performing teams within hospitality environments.
Overview
16
16
years of professional experience
Work History
Front Office Supervisor/Night Manager
The Dean Berlin
Berlin
12.2025 - Current
- Joined The Dean Berlin as a member of the pre-opening team, contributing to the successful hotel launch in February 2026.
- Assisted in establishing front office operations, service standards, workflows, and guest experience procedures prior to opening.
- Managed overnight hotel operations, including night audit, guest relations, security oversight, and interdepartmental coordination.
- Promoted to Front Office Supervisor within two months of the hotel's opening in recognition of strong operational performance, leadership, and commitment to service excellence.
- Supervised daily front office operations, ensuring efficient service delivery and exceptional guest experiences.
- Led, train, and support front office team members, fostering a positive and high-performing work environment.
- Developed and implemented multiple Standard Operating Procedures (SOPs) for front office operations, guest service standards, and staff workflows to ensure consistency, efficiency, and compliance with brand expectations.
- Conducted training sessions and guided team members on newly implemented SOPs, ensuring successful adoption across the department.
- Supervised front office operations, providing leadership to a team of receptionists and administrative staff.
- Handled customer complaints, resolving issues promptly to maintain high levels of guest satisfaction.
- Coordinated room allocations, taking into account guest preferences and special requests.
- Prepared reports on front office activities and performance metrics for senior management.
- Analysed customer feedback, identifying areas for improvement in service delivery.
- Reviewed and updated front office operational manuals and training materials.
Night Relief Manager/Night Auditor
Locke at East Side Gallery
Berlin
12.2024 - 12.2025
- Provided exceptional customer service, handling diverse guest enquiries and resolving complex issues with composure, akin to managing passenger needs and addressing in-flight concerns.
- Managed overnight financial transactions, including processing payments and reconciling discrepancies for accurate accounting records.
- Managed check-in and check-out procedures efficiently, demonstrating a strong ability to manage passenger flow and maintain organized processes.
- Managed reservations and room assignments, displaying the ability to organise and assign resources efficiently, much like the assignment of passengers to seats.
- Ensured the safety and security of guests and the property, adhering to strict protocols and procedures, aligning with the critical safety responsibilities.
- Conducted regular security checks, demonstrating vigilance and attention to detail, similar to pre-flight safety checks.
- Addressed technical issues with hotel software and systems, liaising with IT support to minimise downtime.
- A contemporary aparthotel situated directly alongside the historically significant East Side Gallery, a preserved section of the Berlin Wall. This location provides a unique blend of modern accommodation and access to a vital piece of Berlin's history.
Hotel Services Manager/Assistant Manager
Leroy Suites Hotel
Auckland, New Zealand
03.2019 - 03.2022
- Promoted to Hotel services Manager from Front office Manager (April 2019) to oversee personnel including receptionist, Duty Managers, HK staff and office employees.
- Oversaw daily operational functions to ensure efficiency and adherence to standards.
- Oversaw daily operations, including opening and closing procedures, to ensure smooth running of the premises.
- Streamlined check-in and check-out processes, reducing wait times and improving guest satisfaction scores.
- Leveraged customer relations expertise to enhance guest satisfaction and loyalty.
- Resolved guest complaints with empathy and efficiency to turn negative experiences into positive outcomes.
- Coached and mentored junior staff, developing confidence and competence for improved service delivery.
- Conducted regular performance reviews with team members, providing feedback and setting objectives for development.
- Coordinated staff rosters to ensure adequate coverage during peak times, maintaining high service levels without over-staffing.
- Collaborated with the management team to develop strategic plans for sales improvement and cost reduction.
- Monitored online reviews and feedback, responding promptly to address concerns and improve service levels.
- Uphold compliance and consistently follow company and industry-set standards.
- Monitored hotel market pricing and activity to remain competitive.
- Monitored inventory levels, placing orders for stock replenishment to prevent shortages and maintain product availability.
- Demonstrated knowledge of point of sale systems to facilitate accurate transactions.
- Inter-departmental coordination
- Negotiation techniques
- Property management systems expertise
- Supervised venue maintenance activities to ensure facilities remained in excellent condition.
- Operated tills to accurately process cash and credit card transactions.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Reputed with great reviews Leroy Suites Hotel is a new group of hotels with up to date, 64 rooms of all types, aiming to improve quality and cost of luxury accommodation across New Zealand (www.leroyhotels.com).
- Reputed with great reviews Leroy Suites Hotel is a new group of hotels with up to date, 64 rooms of all types, aiming to improve quality and cost of luxury accommodation across New Zealand (www.leroyhotels.com).
Duty Manager/Night Manager/Night Auditor
Spencer on Byron Hotel
Auckland, New Zealand
03.2016 - 03.2019
- Promoted to Duty Manager (Sep 2016) and Night Manager (July 2016) from night Auditor with key duties in night auditing, staff management, ensuring all processes are running smoothly, and resolving any customer complaints.
- Greet and welcome VIP guests in person and by phone, respond to enquiries and refer to appropriate staff.
- Directed reception team with a focus on employee development and discipline.
- Managing the reservations department in absence of reservation team during weekends and after hours.
- Oversaw cash handling procedures, including banking and safe management, to ensure financial security.
- Prepared statements detailing operational detail and key performance indicators.
- Used proactive problem-solving skills to resolve issues quickly and effectively, minimising operational disruption.
- Managed team rotas effectively, guaranteeing optimal staffing levels during peak hours to maintain service quality.
- Maintained up-to-date knowledge of industry developments, applying best practices to improve operational performance.
- Coordinated maintenance and repair works to ensure the facility remained in excellent condition and compliant with regulations.
- Exceeded goals through effective prioritisation and consistent work ethic.
- Spencer on Byron Hotel is managed by Castle Resorts and Hotels, and combines spacious accommodation of 280 Rooms (www.spencerhotel.co.nz).
F & B Attendant/Merchandiser
Ellerslie Race Course & Countdown
Auckland, New Zealand
11.2015 - 02.2016
- Coordinated with the guests and responded to their inquiries.
- Handled guest grievances with appropriate resolutions.
- Cultivated strong relationships with store staff and managers.
- Ensured consistent product availability.
- Explained and demonstrated correct use of equipment to maximise health and safety.
- Assisted in setting up for events and functions, arranging seating and décor according to specifications.
- Greeted guests upon arrival, providing a warm welcome and directing them to their seats.
- Delivered food and beverages to tables swiftly, ensuring orders were accurate and met quality standards.
- Collaborated with kitchen staff to communicate order specifics and timing for optimal service delivery.
Event Coordinator
Project for Management Company
Delhi, India
02.2013 - 02.2015
- Oversaw needs and requirements for events.
- Aligned marketing strategies with client objectives.
- Engaged clients to understand requirements and handled contract signing, fee collection and event booking activities to facilitate event planning.
- Managed on-site event operations, overseeing staff and resolving issues promptly, to maintain high service standards.
- Organised corporate events, including lunch and dinners, conferences and special events.
- Inspected facilities ahead of conferences to maintain quality standards.
- Inspected products and services to comply with quality standards.
- Project for Management company was well known for organizing best fashion exhibitions in New Delhi, India.
Team Member
KFC
Leeds, United Kingdom
05.2011 - 11.2012
- Coordinated activities of a team of up to 8 individuals each shift to ensure smooth operations.
- Received Teamwork award for collaboration and support of colleagues in May 2012.
- Received Employee of the Month award for outstanding performance in September 2011.
- Processed cash and card payments, ensuring accurate transactions and clear communication with customers.
- Created strategic marketing plans that contributed to increased sales.
Intern/Guest Service Agent/Team Leader
Shangri-La's Eros Hotel, Crown Plaza Hotels & Resorts & Maidens Hotel
Delhi, India
01.2010 - 12.2010
- Delivered exceptional customer service by actively engaging with guests and addressing their needs.
- Managed front desk operations alongside bell, door, valet, and concierge services to enhance guest satisfaction.
- Facilitated guest bookings, reservations, and travel arrangements while addressing queries to ensure a smooth stay.
- Collaborated across departments including restaurant, bar, lounge, and front desk to ensure seamless guest experiences.
- Update self on current promotions and pricing to provide information to customers.
- Calculated rates, prepared bills and accepted payments.
Education
DIPLOMA - LEVEL 7 - Tourism And Hotel Management
OTAGO POLYTECHNIC UNIVERSITY
Auckland01-2016
P.G DIPLOMA - International Hospitality Management
LEEDS METROPOLITAN UNIVERSITY
LEEDS CITY, UNITED KINGDOM01-2012
BSc - Graduation - HOSPITALITY & CATERING MANAGEMENT
IHM MEERUT
AFFILIATED TO SIKKIM MANIPAL UNIVERSITY01-2010
Skills
- Front Office Operations
- Night Audit Operations
- Team leadership
- SOP's Development & Implementation
- Hotel Pre-Opening Operations
- Guest Relations & Service Recovery
- Cross-Department Coordination
- Safety & Security Compliance
- Problem-Solving & Decision Making
- Organisation & Time Management
- Training & Onboarding
- Team Leadership & Staff Development
- Cultural Awareness & Guest Engagement
- Opera PMS
- Microsoft Office Suite
Languages
English
Proficient
C2
Hindi
Proficient
C2
German
Elementary
A2
Timeline
Front Office Supervisor/Night Manager
The Dean Berlin
12.2025 - Current
Night Relief Manager/Night Auditor
Locke at East Side Gallery
12.2024 - 12.2025
Hotel Services Manager/Assistant Manager
Leroy Suites Hotel
03.2019 - 03.2022
Duty Manager/Night Manager/Night Auditor
Spencer on Byron Hotel
03.2016 - 03.2019
F & B Attendant/Merchandiser
Ellerslie Race Course & Countdown
11.2015 - 02.2016
Event Coordinator
Project for Management Company
02.2013 - 02.2015
Team Member
KFC
05.2011 - 11.2012
Intern/Guest Service Agent/Team Leader
Shangri-La's Eros Hotel, Crown Plaza Hotels & Resorts & Maidens Hotel
01.2010 - 12.2010
DIPLOMA - LEVEL 7 - Tourism And Hotel Management
OTAGO POLYTECHNIC UNIVERSITY
P.G DIPLOMA - International Hospitality Management
LEEDS METROPOLITAN UNIVERSITY
BSc - Graduation - HOSPITALITY & CATERING MANAGEMENT
IHM MEERUT