Roswyn, A Morgans Originals Hotel Mumbai, has promoted Sahaj Arora to Assistant Front Office Manager and Head of Department, assigning him responsibility for front office operations, guest relations and departmental performance. The promotion follows his tenure at Fairmont Mumbai, where he held the positions of Guest Experience Manager and Senior Duty Manager.
Sahaj brings experience across luxury hospitality operations, guest experience management, pre-opening assignments and front office leadership. His career includes associations with Fairmont, The Postcard Hotel, Taj, The Ritz-Carlton and Oberoi Hotels & Resorts. In his new position at Roswyn, which is located within the same complex as Fairmont Mumbai, he will oversee front office service delivery, guest interactions and coordination between operational departments.
The addition aligns with Fairmont Mumbai’s focus on leadership, contributing to hotel appointments.To Lead Front Office Operations and Guest Experience
As Assistant Front Office Manager and Head of Department, Sahaj will be responsible for managing the hotel’s front office function, with a focus on guest services, operational coordination and departmental performance.
His responsibilities will include supervising front office activities, coordinating guest arrivals and departures, overseeing guest relations and maintaining service standards across the department.
He will also work with other operational teams to ensure that guest requirements are communicated and addressed efficiently.
Front office management in luxury hospitality involves more than managing reception activities. The department is responsible for coordinating different stages of the guest journey, including pre-arrival arrangements, check-in, accommodation-related requests, personalised services and departure procedures.
Sahaj’s experience in guest experience management and operational leadership will be relevant to these responsibilities, particularly in maintaining communication between the front office and other hotel departments.
His new position also involves departmental leadership, including the supervision of employees, monitoring service performance and supporting consistent guest interactions.
Most Recent Experience at Fairmont Mumbai
Before moving to Roswyn, Sahaj served as Guest Experience Manager at Fairmont Mumbai, a position he assumed in May 2026.
In this role, he was responsible for overseeing the guest journey across the 446-room property, with particular attention to guest satisfaction, service recovery, VIP experiences and quality assurance.
His responsibilities also included monitoring online reputation, coordinating guest-related requirements and working with different departments to maintain service consistency.
Managing guest experience at a luxury hotel requires coordination across accommodation, food and beverage, housekeeping, concierge and other operational functions.
Sahaj’s position involved maintaining this coordination while addressing guest concerns and supporting the property’s service standards.
He initially joined Fairmont Mumbai in April 2025 as Senior Duty Manager, becoming part of the hotel’s pre-opening team.
During this assignment, he contributed to the development of operational processes and standard operating procedures, supervised daily activities and supported team performance in preparation for the hotel’s opening.
His responsibilities included addressing guest concerns, coordinating operational requirements and helping establish service procedures.
The subsequent move into guest experience management expanded his responsibilities from daily operational supervision to oversight of the wider guest journey.
Operational Leadership at The Postcard Hotel
Before joining Fairmont Mumbai, Sahaj worked as Manager – Operations at The Postcard Hotel in Goa.
Unlike a role focused exclusively on front office services, this assignment involved broader responsibility across hotel operations.
He oversaw front office, food and beverage, engineering, revenue management and financial operations, coordinating the different functions required for daily property management.
His responsibilities also included maintaining brand standards, supporting employee engagement and ensuring attention to regulatory compliance.
The position provided experience in coordinating multiple operational departments and understanding the relationship between service delivery, financial management and property administration.
This wider operational exposure complements his front office background, particularly in situations requiring coordination between guest-facing teams and back-of-house departments.
Pre-Opening Experience at Taj The Trees Mumbai
Earlier in his career, Sahaj served as Duty Manager at Taj The Trees, Mumbai, where he was associated with the property’s pre-opening team.
His responsibilities included supporting the establishment of operational processes and front office procedures ahead of the hotel’s opening.
Pre-opening assignments require coordination between management, departmental teams and other operational functions to prepare a property for guest services.
For front office departments, these preparations include establishing service procedures, coordinating operational requirements and preparing employees for daily guest interactions.
Sahaj’s involvement at Taj The Trees provided further experience in hotel opening activities, adding to his subsequent pre-opening assignment at Fairmont Mumbai.
Front Office and Concierge Experience at The Ritz-Carlton Pune
Sahaj also worked with The Ritz-Carlton, Pune, where he held the positions of Front Office Executive and Concierge Executive.
His responsibilities included front desk operations, guest relations, concierge services and the coordination of personalised guest experiences.
Concierge and front office functions play an important role in luxury hospitality, particularly when responding to individual guest preferences, arranging services and maintaining communication between hotel departments.
During his tenure at The Ritz-Carlton, Sahaj was also associated with Les Clefs d’Or India, the professional network connected with hotel concierge services.
His experience in these positions contributed to his understanding of guest relations, service coordination and the requirements of luxury hotel operations.
Early Career with Oberoi Hotels & Resorts
Sahaj began his hospitality career through the Systematic Training and Education Programme (STEP), affiliated with The Oberoi Centre of Learning and Development.
His training commenced at Trident Bandra Kurla, Mumbai, where he gained exposure to front office and food and beverage operations.
The programme provided practical experience in hotel service functions and introduced him to the operational requirements of hospitality departments.
He subsequently undertook assignments with Oberoi Hotels & Resorts in Udaipur, including Guest Services Associate – Front Office, Concierge and Concierge & Rooms Reservations roles.
These positions involved guest service coordination, front office activities, concierge responsibilities and reservations-related operations.
The combination of structured hospitality training and departmental assignments established the foundation for his subsequent positions in luxury hotel operations and guest experience management.
Strengthening Front Office Leadership at Roswyn
Sahaj Arora’s promotion to Assistant Front Office Manager and Head of Department at Roswyn, A Morgans Originals Hotel Mumbai, follows a career spanning front office operations, concierge services, hotel pre-openings, guest experience management and broader operational leadership.
His professional experience includes responsibilities across several luxury hospitality brands, with his most recent assignments at Fairmont Mumbai involving both departmental operations and guest experience oversight.
At Roswyn, he will focus on leading front office services, managing guest relations and maintaining coordination across operational departments.
The promotion places him in a departmental leadership position where his experience in personalised service, operational procedures and team management will support the hotel’s front office function and guest experience objectives.
