Mohamed Ibrahim

Hospitality operations leader with 9 years of progressive experience across India and the USA, having advanced from front desk operations to full branch/property operations management, including Marriott-brand experience. Directly accountable for revenue performance, occupancy, and guest experience — driving 40% of monthly branch revenue, sustaining ~95% occupancy through strategic yield management, and maintaining an 8.5/10 guest satisfaction score. Builds and leads teams of 15+, with a track record of award-recognized service quality (94.9% Marriott Eastern Region QA score) and cross-functional coordination across sales, revenue, and reservations.

Positioned for property-level operations leadership, including Assistant General Manager and Resident Manager roles.

Operations / Team Manager - Karma Group Hotels & Resorts - Bangalore

(2020-11)

• Lead and supervise a 15-member team across front office and operations functions, setting daily priorities and coverage plans.
• Implement operational strategies and enforce service quality standards across all guest-facing departments.
• Monitor KPIs and prepare regular performance reports for leadership review.
• Coordinate closely with sales, revenue, and reservations teams to align pricing and occupancy strategy.
• Mentor and train staff through structured, recurring performance reviews.
• Handle escalated guest complaints personally, ensuring timely service recovery.
• Identify recurring process bottlenecks and design workflow improvements to resolve them.
• Maintain compliance with company policy, health & safety protocols, and local regulatory requirements.
• Team's performance directly contributes 40% of the property's monthly revenue.
• Built a stable, well-trained 15-member team through consistent coaching and mentorship.
• Consistently maintained occupancy at around 95%, including managing strategic overbooking to maximize revenue without compromising guest experience.
• Proactively called guests to gather feedback, sustaining a guest satisfaction score of up to 8.5 (out of 10).

Front Desk Supervisor - The Westin Chattanooga (Marriott Group) - USA

(2019-09 - 2020-09)

• Supervised day-to-day front office operations for a 250+ room luxury property.
• Trained, scheduled, and supervised a 15+ member front office team across shifts.
• Resolved guest concerns directly, maintaining full operational and brand compliance.
• Restructured shift scheduling to better match staffing levels with occupancy patterns.
• Achieved a 94.9% QA score — the top result across the Marriott Eastern Region.
• Reduced staffing costs by $1,000/month through the shift restructuring initiative.

Front Desk Associate - DoubleTree Suites by Hilton - Bangalore

(2017-05 - 2019-10)

• Delivered efficient, courteous front desk service across the full check-in/check-out cycle.
• Managed guest billing, room allocations, and requests on a daily basis.
• Prepared and maintained daily operational reports for front office management.
• Supported internal audits and coordinated closely with housekeeping and other support departments.
• Handled a high volume of guest interactions while maintaining consistent service standards.

B.Sc. - Hotel Management & Catering Science - Cenneys Institute, Salem (Periyar University) (2017)

HSC - Sri Saraswathi Vidhyalaya (2014)

SSLC - Alpha Public Matric School (2012)