Nitish Kumar

• Owned the end-to-end guest experience for a 25-key property, personally handling VIP arrivals, special requests,
and service recovery.
• Resolved guest complaints and service issues in real time, sustaining a 4.8/5 rating across 1, 004+ Google reviews
from 50, 000+ guests.
• Built repeat-guest relationships and referral traffic through personalized, multilingual guest communication
(English, Hindi, Nepali).
• Coordinated with Front Office, Housekeeping, and F&B teams to resolve cross-department guest issues quickly.
• Led and coached a 15-member guest-facing team on service standards and guest recovery protocols.
• Managed online reputation across Google and OTA review channels, maintaining consistent high ratings.
• Planned and hosted guest events and functions as part of the propertys guest experience program.
• Ran guest-facing marketing and community engagement campaigns generating 400, 000+ organic reach.

• Founded and managed daily café operations, staffing, procurement, billing, and local marketing.
• Built the brand to a Best Cafe in Town recognition within six months of opening.