Marina Iusupova

Operations and client experience professional with 8+ years delivering exceptional service across luxury hospitality, aviation, and high-profile events. Known for building systems and processes from scratch, from automating data workflows in Google Sheets to designing operational frameworks for pre-opening hotels. Combines a sharp eye for detail with the ability to understand complex client needs and translate them into structured, elegant solutions.

Thrives in environments with clear direction and high standards, and brings genuine enthusiasm for building things that work beautifully.

Front Office Director at Marcomlux (2025-09 – 2026-02)

Rapidly promoted across three luxury brand projects - Montblanc, Patek Philippe, and Cartier - taking on increasing operational responsibility with each engagement.

• Directed front of house operations for a Cartier regional event spanning 5 hotels, leading a team of 9 and managing 550+ participants - coordinating guest logistics, gifting, stylist bookings, transportation, and dining experiences simultaneously.
• Served as Front Office Manager for a Patek Philippe new collection launch (240 regional attendees from Qatar, Saudi Arabia, Bahrain, Kuwait), managing all transport, accommodation, and gifting logistics end-to-end.
• Built a custom Google Apps Script automation tool to consolidate data across multiple Excel files - creating dynamic room-night trackers, transportation overviews, and service reports, significantly reducing manual errors and reporting time.
• Designed operational documentation, reporting templates, and team onboarding materials to ensure consistent delivery standards across all projects.
• Coordinated a Montblanc internal corporate event for 150 staff - managing venue setup, check-in operations, room gifting, and team dinners at W Hotel Dubai.

Salon Manager at Sasalon FZ LLC (2024-09 – 2025-02)

• Designed and implemented operational frameworks for a startup beauty salon from the ground up, including scheduling systems, service standards, team training, and client experience protocols for a team of 5-6.
• Built client retention strategies drawing on deep knowledge of Dubai's luxury clientele - including Russian and Arabic customer expectations - driving strong repeat business from launch.
• Developed a structured loyalty programme concept with tiered rewards and retention mechanics, ready for implementation.
• Created social media content strategy including reels, posts, and a giveaway campaign - content continued to be used by the business for over a year after departure.

Business Class Cabin Crew at Emirates (2019-12 – 2024-09)

• Operated within a high-performance team delivering premium in-flight experiences to international high-net-worth clientele, consistently upholding Emirates' global service standards across long-haul routes.
• Promoted to Business Class cabin in early 2023 - the airline's most demanding service environment - managing complex guest expectations, service sequencing, and cabin coordination simultaneously.
• Handled high-pressure situations including medical incidents, service escalations, and safety events with composure and precision, maintaining guest confidence throughout.
• Maintained rigorous compliance across safety procedures, documentation, and operational protocols in a multicultural, regulated environment.

Food and Beverage Manager at W Miami (2018-10 – 2019-10)

Joined as part of a structured management development programme and rapidly assumed full operational responsibility for the F&B department.

• Managed department-wide scheduling and payroll - including overtime tracking and tip distribution - for the full team across restaurant, bar, and events operations.
• Oversaw inventory management and conducted regular operational walkthroughs to maintain brand and quality standards.
• Supported brand events, seasonal activations, and large-scale gatherings within W's lifestyle-led operating model.

Food and Beverage Supervisor at Mondrian Doha (2017-06 – 2018-10)

• Contributed to the pre-opening team - developing SOPs, procuring equipment, and training staff across F&B operations ahead of launch.
• Supervised banqueting operations for events of up to 800 guests, managing a core team of 5 and scaling to 20+ outsourced event staff as required.
• Completed cross-departmental training across all hotel divisions, building an end-to-end understanding of integrated hotel operations.
• Managed inventory and operational handovers, stepping in across departments to maintain standards in a fast-evolving pre-opening environment.

Postgraduate Intensive Diploma in International Hotel Management – Les Roches Marbella (2017 – 2017)

Bachelor in Pedagogical Education In Foreign languages – Herzen State Pedagogical University of Russia (2011 – 2016)