MAIRAM ISMAIYLOVA
Dubai
Summary
Highly skilled and customer-focused professional with over 5 years of experience in hospitality and retail environments. Proven track record of delivering exceptional guest service in high-end hotels. Strong interpersonal skills with the ability to handle special guest requests, manage high-volume calls, and resolve concerns efficiently. Additionally experienced in retail sales, consistently surpassing sales targets, building strong customer relationships, and ensuring smooth store operations.
Overview
9
9
years of professional experience
Work History
Guest Relations
Sheraton Mall of the Emirates Hotel/Dubai UAE
03.2025 - Current
- Increased repeat business with exceptional guest relations, handling concerns professionally and courteously.
- Resolved customer complaints promptly, resulting in improved guest relations and repeat business opportunities.
- Instituted an ongoing training program that focused on enhancing product knowledge among team members while also developing their interpersonal skills for better guest relations.
- Coached new hires on company policies and procedures, setting them up for success in their roles as Guest Relations Agents or Supervisors alike.
- Welcoming Guests: Greeting guests warmly upon arrival and providing a friendly first impression.
- Check-in and Check-out Assistance: Helping guests with the check-in/check-out process, often coordinating with the front desk.
- ·Handling Guest Requests: Responding promptly to guest inquiries, special requests, or complaints to ensure satisfaction.
- Concierge Services: Assisting with reservations, tours, transportation, and local recommendations.
- VIP and Loyalty Guest Services: Providing personalized service for VIP guests or loyalty program members.
- Problem Resolution: Managing guest issues or complaints efficiently and with discretion to maintain guest satisfaction.
- Coordination with Departments: Working closely with housekeeping, room service, and maintenance to fulfill guest needs.
- Follow-up: Checking in with guests during and after their stay to ensure satisfaction and encourage repeat visits.
- Maintaining Records: Documenting guest preferences, feedback, and complaints for future reference and service improvement.
HOSTESS
Grand Hyatt Dubai
11.2021 - 12.2024
- Greet guests warmly with a genuine smile and eye contact; guide them to assigned dining area.
- Handle reservations, confirmed bookings, and manage the waitlist during busy periods.
- Answer incoming calls to the restaurant and provide appropriate service.
- Manage the flow of guests into the dining and bar areas, provide accurate wait times to incoming guests if appropriate.
- Tend to special guest needs and requests.
- Monitor the overall dining experience by checking in with guests periodically to ensure satisfaction and address any concerns.
HOSTESS
Movenpick Hotel Jumeirah Beach
01.2019 - 02.2020
- Warmly welcome guests with a genuine smile and direct them to their designated seating area.
- Manage table reservations, confirm bookings, and oversee the waitlist during high-traffic times.
- Answer incoming phone calls, addressing inquiries and providing relevant information.
- Coordinate guest seating in both dining and bar areas while communicating accurate wait times to guests.
- Address special requests or specific needs of guests to ensure a personalized dining experience.
SALES ASSOCIATE
Old Arbat
03.2016 - 10.2018
- Regularly achieved or surpassed sales goals through effective sales strategies and comprehensive product knowledge.
- Built and maintained relationships with regular customers, enhancing customer loyalty and repeat business.
- Ensured that all promotional materials were up-to-date and accurately displayed.
- Worked collaboratively with team members to ensure a smoothness and efficient store operation.
- Monitored store activities to prevent theft and ensure the security of merchandise.
Education
Bachelor Degree -
Bishkek Humanities University
01.2010
Skills
Communication Skills
- Verbal clarity and tone – for speaking clearly and warmly
- Active listening – to understand guest needs and concerns
- Written communication – for emails, messages, and documentation
2 Customer Service Orientation
- Empathy – showing genuine care for guest satisfaction
- Patience – handling complaints or difficult guests calmly
- Responsiveness – attending to needs quickly and effectively
3 Problem-Solving Skills
- Conflict resolution – defusing tense situations smoothly
- Initiative – taking action without being told
- Creativity – finding personalized solutions to unusual requests
4 Professionalism & Etiquette
- Positive attitude – always courteous and helpful
- Cultural sensitivity – respecting and adapting to diverse backgrounds
- Appearance & demeanor – presenting a polished, welcoming presence
5 Organizational Skills
- Multitasking – managing multiple guests or issues at once
- Attention to detail – remembering guest preferences and requests
- Time management – ensuring timely delivery of services
6 Technology Proficiency
- Hotel or CRM systems – eg, Opera, Salesforce, Zoho
- Scheduling tools – calendars, reservation platforms
- Basic office software – Excel, email, data entry
7 Team Collaboration
- Coordination with housekeeping, kitchen, concierge, etc
- Clear internal communication – to ensure seamless guest experience
LANGUAGE
English - fluent
Russian - fluent
Turkish - fluent
Kyrgyz - native
Timeline
Guest Relations
Sheraton Mall of the Emirates Hotel/Dubai UAE
03.2025 - Current
HOSTESS
Grand Hyatt Dubai
11.2021 - 12.2024
HOSTESS
Movenpick Hotel Jumeirah Beach
01.2019 - 02.2020
SALES ASSOCIATE
Old Arbat
03.2016 - 10.2018
Bachelor Degree -
Bishkek Humanities University
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