Pooja Goswami

Results-driven Wellness & Spa Operations Leader with 16+ years of progressive experience across India's premier luxury hospitality brands, including Taj Hotels, Radisson Blu, and Pullman Hotels & Resorts. MBA-qualified and POSH Certified, with a consistent record of driving revenue growth, elevating guest experience, and building high-performing teams across multi-property operations. Skilled in wellness program strategy, P&L and budget management, vendor negotiations, compliance, training, and cross-functional stakeholder collaboration.

Seeking to transition proven operational and people-leadership expertise into a corporate or regional wellness/guest experience leadership role.

Wellness Head - Taj Hotels - Gurugram, India

(2023-01 - 2026-06)

• Spearheaded revenue growth of 32% YoY through strategic service enhancements & premium program launches.
• Elevated guest satisfaction scores by 25% by designing personalized wellness journeys, program participation by 40%.
• Lead & mentor a team of 18+ wellness professionals, achieving 100% compliance with service standards and audits.
• Built a data-driven wellness KPI framework tracking repeat bookings, NPS, and guest insight metrics to inform strategy.
• Partner cross-functionally with F&B, HR, and Marketing to integrate wellness across guest touchpoints.
• Delivered 15% cost savings through vendor renegotiations and optimized resource allocation.
• Launched 5+ holistic wellness programs spanning mindfulness, nutrition, fitness, and stress management.

Head of Wellness - Plaza Premium Lounge - Delhi Airport

(2018-05 - 2019-01)

• Directed wellness services across multiple airport lounges, elevating service delivery and guest experience.
• Implemented upselling strategies that increased service sales by 22%.
• Delivered intensive staff training, improving guest service ratings from 7.2 to 9.1/10 in under 6 months.
• Redesigned the incentive structure to align with performance metrics, enhancing overall staff productivity.

Head of Wellness & Health Club - Royal Plaza Hotel - New Delhi

(2017-10 - 2018-04)

• Elevated spa and fitness operations by introducing bi-annual service audits and structured feedback loops.
• Increased therapist efficiency by 20% through restructured scheduling and performance-based incentives.
• Managed online reputation strategy, achieving a 4.5-star average TripAdvisor rating during tenure.

Wellness & Health Club Manager - Radisson Blu Hotel - Delhi NCR

(2014-01 - 2016-12)

• Launched guest loyalty and membership programs, generating ₹1.2 Cr in incremental wellness revenue.
• Redesigned spa concept and treatment pricing strategy, increasing margins by 18%.

Wellness Manager - Pullman Hotels & Resorts - New Delhi

(2013-01 - 2014-12)

• Executed promotional campaigns, driving 35% growth in bookings within 6 months.
• Conceptualized and launched spa interiors and treatment menus from concept to execution, ensuring brand alignment.

Front Office, Guest Relations & Sales Manager - Amatrra Spa - New Delhi

(2009-01 - 2013-12)

• Managed wellness MIS, guest communications, and sales strategy, delivering 14% YoY sales growth.
• Streamlined cost control and inventory systems, reducing annual overheads by ₹5L.

Assistant Manager, Front Office - The Imperial Hotel - New Delhi

(2005-01 - 2008-12)

• Managed Business Centre operations and VIP club reservations, ensuring seamless guest experience.
• Maintained high guest satisfaction standards through efficient team coordination and service delivery.

Guest Service Executive - The Grand New Delhi Hotel - New Delhi

(2004-01 - 2005-12)

• Managed daily Business Centre operations, guest meetings, and room bookings with a focus on service-delivery.

MBA - Human Resource Management - Annamalai University (2007)

Swiss Master Hotelier Program - Hotel School, Switzerland (2019)

B.A. - English Literature - HNB Garhwal University (2005)

Diploma - Aviation & Hospitality Management - AHA (2004)