Myzer NAWAFLEH
Dubai
Summary
Duty manager with over 9 years of experience in luxury hotels operations, including roles at Kempinski and Mövenpick. Proven track record in leading front office teams and managing high-volume guest interactions to achieve exceptional service standards. Expertise in resolving complex issues and ensuring operational excellence in fast-paced environments. Strong focus on leadership, operational control, and guest satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Operation Manager
Skyloria travel (OTA)
01.2025 - 02.2026
- Liaise with airlines, hotels, bedbanks (e.g. HotelBeds, RezLive, GoGlobal), and DMCs to resolve operational issues efficiently.
- Managed API integrations and coordinated with tech partners to ensure system performance, uptime, and reliability.
- Handled customer escalations, delivering timely and effective resolutions.
- Implemented quality control measures to maintain service excellence.
- Supervised and trained operations, ticketing, and support teams.
- Analyzed booking trends, costs, and partner performance to support business decisions.
- Managed contracts, rate updates, SLAs, and negotiated pricing, allotments, and promotions.
- Drafted and reviewed hotel and airline agreements, including commissions and policies.
Duty Night Manager
Kempinski Hotel
03.2020 - 02.2023
- Managed full night operations in a fitting manner of a 5-star hotel, ensuring smooth front office and guest service delivery.
- Supervised and led night shift team, ensuring efficiency, coordination, and adherence to brand standards.
- Handled VIP arrivals, guest complaints, and service recovery with a high level of professionalism.
- Monitored reservations, occupancy, and overbooking situations, implementing effective solutions.
- Coordinated with housekeeping, security, and F&B to maintain seamless operations.
- Conducted night audit, financial reconciliation, and daily operational reporting.
- Ensured guest satisfaction through proactive engagement and problem resolution.
Front office supervisor
Landmark Hotel
04.2016 - 11.2019
- Guest Services and Check-in/Check-out: Welcome guests, handle check-in/check-out procedures, and address inquiries and concerns promptly.
- Staff Supervision and Training: Supervise front desk staff, delegate tasks, and provide training to maintain high service standards.
- Reservation Management: Manage room reservations, monitor availability, and handle reservation inquiries and modifications.
- Guest Relations and Service Recovery, Quality Assurance and Standards Compliance.
- Landmarkamman.com/
Receptionist
Movenpick Hotel & Resorts
08.2014 - 03.2016
- Delivered professional guest service at front desk operations.
- Handled check-in/check-out, reservations, and guest inquiries.
- Coordinated with departments to ensure a smooth guest experience.
- Movenpick.accor.com
Receptionist
Petra Panorama Hotel
08.2013 - 07.2014
- Welcomed guests and handled front desk procedures.
- Assisted with reservations and guest requests.
- Supported daily front office operations.
- Facebook.com/HotelPetraPanorama/
Education
Bachelor of Business Administration - & Hotel management
Hashemite university
01-2010
Skills
- Front Office Operations
- Guest Experience Management
- Team Leadership
- Team Training
- Problem Solving
- Conflict Resolution
- Night Audit
- Financial Control
- Opera PMS
- Communication
- Interpersonal Skills
- Operational Coordination
- Attention to Detail
Websites, Portfolios and Profiles
linkedin.com/in/mizer-nawafleh-ab824897/
Languages
Arabic
English
Accomplishments
- Duty/Night Manager of the Year
- Revenue Growth Achievement
- Guest Satisfaction Champion
Certification
- Hospitality Revenue Management (Dubai College of Tourism)
- Hotel Room Inventory Management (Dubai College of Tourism)
- Revenue Management: The Cornerstone of Revenue Strategy (ESSEC Business School)
Timeline
Operation Manager
Skyloria travel (OTA)
01.2025 - 02.2026
Duty Night Manager
Kempinski Hotel
03.2020 - 02.2023
Front office supervisor
Landmark Hotel
04.2016 - 11.2019
Receptionist
Movenpick Hotel & Resorts
08.2014 - 03.2016
Receptionist
Petra Panorama Hotel
08.2013 - 07.2014
Bachelor of Business Administration - & Hotel management
Hashemite university