The Khuluds

Guest relations professional with 4+ years of progressive experience across Marriott, a five-star luxury resort, and independent hotel operations. Master's-qualified in Marketing and Communication, with strengths in VIP coordination, complaint resolution, service recovery, new-hire training, reservations, reporting, and cross-department operations. Trusted to guide colleagues, manage sensitive cases, and maintain service standards in busy environments.

Guest Experience Expert - Guest Relations at Le Méridien City Center Doha - Marriott International (2025-08 – Present)

Guest Relations & Team Support

• Support onboarding and practical training of new hires on Marriott service standards, guest communication, VIP recognition, PMS workflows, and complaint handling.
• Provide day-to-day guidance during busy shifts, assist with task prioritization and handovers, and follow up unresolved guest requests.
• Coordinate VIP and Marriott Bonvoy arrivals, amenities, preferences, and special occasions across Front Office, Housekeeping, F&B, Concierge, and Security.
• Handle escalated concerns and service recovery with discretion; document incidents, monitor follow-up, and confirm guest satisfaction.
• Review guest feedback and recurring service issues, communicate improvement points, and help maintain consistent guest-relations procedures.
• Undertake Sales Department cross-training in EBC Events, supporting group inquiries, BEO exposure, and operational coordination.

Guest Service Agent at Constance Lemuria Seychelles - Five-Star Luxury Resort (2023-08 – 2025-07)

• Delivered discreet, high-touch service to an international clientele, coordinating arrivals, departures, VIP requests, billing, and personalized stay arrangements.
• Managed complaints and service recovery across departments while protecting luxury-service standards, guest confidence, and confidentiality.
• Maintained accurate guest records, payment controls, and feedback logs; promoted resort services and coordinated timely follow-up with operational teams.

Reservations & Marketing Agent at Al Massira Hotel - Independent Function (2022 – 2023)

Independently managed the reservations and marketing function as the sole role holder, with supervisor-level accountability for workflow, service standards, escalations, and reporting.

• Managed individual, corporate, and group reservations, including confirmations, amendments, cancellations, special requests, and system accuracy.
• Coordinated group and social events, prepared BEOs and operational briefs, and aligned timelines and requirements with all departments.
• Briefed Front Office, Food & Beverage, Housekeeping, Finance, and technical teams, followed event execution, and resolved operational issues.
• Monitored guest feedback, booking performance, and sales opportunities; supported promotions, partnerships, and management communication.

Administrative Assistant (2021 – 2022)

Schedules, meetings, reports, records, correspondence, and stakeholder follow-up.

Communication Instructor (2020 – 2021)

Training delivery, mentoring, workshops, learning materials, and educational events.

Master of Marketing & Communication in Marketing & Communication – The National School of Commerce & Management (2017 – 2020)

Bachelor of Logistics in Logistics – Hassan the 1st University (2015 – 2016)

Associate Degree in Commerce in Commerce – OFPPT Center (2013 – 2015)