AWARD | Neha Kapoor wins Front Office Manager of the Year Award

Nine months after joining Pullman and Novotel New Delhi Aerocity as an Assistant Front Office Manager, Neha Kapoor was promoted to Front Office Manager. When the dual-property’s Rooms Division Managers (RDM) left, she took charge of the front office
operations for the combined 670 rooms.

Three years down the line, Kapoor has learnt a lot whilst handling two different hotel brands and leveraged this learning to increase overall revenue, ADR, guest satisfaction score and employee satisfaction score.

“While challenging initially, this on-the-job learning made me stronger and helped in my personal growth as well,” she emphasised.

The experience placed her in good stead when the pandemic struck. Despite the downturn faced by the entire industry, she stated that the hotels registered 174% YoY growth in upselling revenue and 5% YoY increase in room profitability in 2021 as compared to the year.