Aakriti Verma
Hospitality & Customer Service Coach
Mumbai
Summary
Seasoned training and development professional with 14+ years of experience across hospitality, reservations, customer service, and education.
Most recently led training and curriculum development at ITM Group of Institutions, coaching students on hospitality communication, service excellence, and soft skills.
Strong background in building and managing reservation teams, designing customer-centric SOPs, and driving service quality in leading hospitality brands including The Oberoi, Le Meridien, Soneva and Mahindra Resorts.
Adept at motivating teams, enhancing service delivery, and implementing learning systems that improve guest satisfaction and employee performance.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
Work History
Training Consultant
Independent Training Consultant
04.2022 - Current
- Design and deliver tailored soft skills training modules focused on confidence, communication, and leadership for undergraduate students and hospitality professionals.
- Facilitate interactive workshops and seminars, enhancing participants’ public speaking, interpersonal skills, and self-assurance.
- Advise educational institutions and organizations on integrating soft skills training to boost student and employee performance.
Manager – Training and Content Development
ITM Group of Institutions -Hotel Management Campus
07.2017 - 03.2022
- Designed and delivered training programs for Hospitality, Culinary, Fashion, Media, and Tourism streams.
- Mentored and coached students in customer communication, grooming, service etiquette, and industry readiness.
- Conducted mock interviews, group discussions, and soft skills development sessions tailored to hotel operations.
- Collaborated with industry professionals to align curriculum with real-world hospitality standards.
Executive – Training and Quality Assurance
Praxis Services Ltd (BPO) - Soneva
01.2016 - 09.2016
- Built and trained a reservations team for luxury hospitality brand Soneva.
- Developed training manuals and delivered customer interaction modules.
- Improved call quality, guest resolution rates, and overall customer experience.
Sr Trainer – Training and Development
Serco Global Services (BPO) - Mahindra Resorts
04.2015 - 09.2015
- Conducted new hire and soft skills training for Mahindra Hotels and Resorts.
- Recruited, trained, and built a fresh team of associates who contributed to the overall productivity of the operations floor.
- Controlled training attrition by devising creative and highly engaging training.
Asst Manager – Learning and Development
The Learning XP
04.2013 - 03.2015
- Created E-learning courses for junior and mid management employees of an Islamic Bank in Qatar.
- Designed and executed an online 360 Degree Appraisal tool for junior, mid and senior management of Majid Al Futtaim (Dubai).
Supervisor– Training and Quality Control
The Oberoi Group (BPO)
09.2010 - 03.2013
- Conducted compliance, communication and process awareness training for new hires.
- Audited incoming calls to ensure quality, customer service, and adherence to the policies and procedures of all Oberoi Hotels (India and Abroad).
Sr Sales Assistant – Reservations
Hotel Le Meridien
10.2008 - 09.2010
- Respond to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone or through a central reservation system.
- Track future room availability based on reservations and help develop forecasts for room revenue and occupancy.
Education
Post Graduate Diploma - Instructional Designing
Symbiosis Institute of Management Studies
01.2019 - 01.2020
Masters of Business Administration - Human Resources
Sikkim Manipal University
01.2010 - 01.2012
Bachelor of Science - Information Technology
Sikkim Manipal University
01.2007 - 01.2010
Six Sigma – Certified Green Belt - undefined
Indian Statistical Institute
Skills
Customer Service & Guest Relations
Hospitality Communication Training
Onboarding & Soft Skills Coaching
Team Leadership & Staff Development
Quality Assurance & Call Monitoring
Performance Management
SOP & Training Content Creation
Timeline
Training Consultant
Independent Training Consultant
04.2022 - Current
Post Graduate Diploma - Instructional Designing
Symbiosis Institute of Management Studies
01.2019 - 01.2020
Manager – Training and Content Development
ITM Group of Institutions -Hotel Management Campus
07.2017 - 03.2022
Executive – Training and Quality Assurance
Praxis Services Ltd (BPO) - Soneva
01.2016 - 09.2016
Sr Trainer – Training and Development
Serco Global Services (BPO) - Mahindra Resorts
04.2015 - 09.2015
Asst Manager – Learning and Development
The Learning XP
04.2013 - 03.2015
Supervisor– Training and Quality Control
The Oberoi Group (BPO)
09.2010 - 03.2013
Masters of Business Administration - Human Resources
Sikkim Manipal University
01.2010 - 01.2012
Sr Sales Assistant – Reservations
Hotel Le Meridien
10.2008 - 09.2010
Bachelor of Science - Information Technology
Sikkim Manipal University
01.2007 - 01.2010
Six Sigma – Certified Green Belt - undefined
Indian Statistical Institute