Naila Islam

Hospitality professional with 13+ years of experience in front desk operations and housekeeping coordination. Skilled in guest service, team supervision, and maintaining high service and cleanliness standards. Experienced with OPERA PMS and committed to delivering excellent guest experiences.

Dietary Aide at The Amberwood Suites (2025-07 – 2025-09)

• Prepared and served meals in accordance with dietary guidelines and portion standards
• Maintained cleanliness and sanitation of kitchen and dining areas following food safety regulations
• Assisted residents with meal service, ensuring comfort and respectful care
• Supported kitchen operations and team members to ensure efficient and timely meal service

Shift Leader-Front Office at InterContinental Dhaka by IHG (2022-05 – 2023-09)

• Supervised front office operations and coordinated team activities during shifts
• Ensured high standards of guest service and handled guest inquiries and complaints
• Maintained smooth communication between departments for efficient operations
• Trained and motivated staff to deliver consistent, high-quality service

Housekeeping Cordenator at Renaissance Gulshan Hotel by Marriott (2020-11 – 2022-03)

• Supervised daily housekeeping operations, ensuring all guest rooms, public areas, and back-of-house spaces met Marriott's 5-star cleanliness and presentation standards.
• Prepared and managed staff schedules, delegated tasks efficiently, and ensured proper coverage during peak periods.
• Acted as the primary liaison between housekeeping, front office, and maintenance teams to coordinate room readiness and resolve service issues.
• Responded swiftly to guest requests and complaints, delivering prompt solutions that contributed to high guest satisfaction and loyalty.

Catering Sales Executive at Crowne Plaza Dhaka Gulshan by IHG (2019-09 – 2020-09)

• Served as a core pre-opening member and helped launch the event sales department.
• Managed event inquiries, client communication, and catering sales coordination.
• Collaborated with internal teams to support smooth event planning and service delivery.

Catering Operations Coordinator and Sales Coordinator - Catering at Le Meridien Dhaka (2016-03 – 2019-07)

• Coordinated daily catering operations, including event scheduling, staffing, and logistics
• Liaised with clients to confirm event details, menus, and special dietary requirements
• Supervised food preparation, setup, service, and breakdown to ensure quality and timeliness
• Managed inventory, vendors, and compliance with food safety and hygiene standards

Guest Service Representative at Radisson Blu Dhaka Water Garden (2014-06 – 2016-02)

• Efficiently manage guest check-ins and check-outs according to brand standards, including room assignments and managing special requests.
• Act as a knowledgeable resource by providing detailed information on hotel facilities, restaurants, and local attractions to enhance the guest experience.
• Process payments, handle currency exchange, maintain accurate guest accounts, and manage cash securement.

Bachelor of Business Administration in Accounting – Stamford University Bangladesh (2011 – 2017)