MARIA KANWAL
London,United Kingdom
Summary
Dedicated and results-driven hospitality professional with over 3 years of progressive experience in luxury hotels, including supervisor and managerial roles. Proven ability to lead teams, enhance guest satisfaction, and optimize front-of-house operations while upholding brand standards. Skilled in resolving guest inquiries and complaints, managing administrative and financial processes, and supporting staff development. Passionate about delivering exceptional service and creating memorable guest experiences in a fast-paced, high-end hospitality environment.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Night Shift Supervisor
Intercontinental London Park Lane
London
12.2024 - 06.2025
- Deliver warm and personalized welcome to all guests arriving or departing overnight, handling check-ins, check-outs, and special requests efficiently.
- Supervise and support night team, ensuring all team members are well-briefed, motivated, and delivering exceptional service.
- Handle guest inquiries and resolve complaints promptly and professionally to maintain high guest satisfaction.
- Perform night audit processes accurately, reconciling daily financial transactions and preparing reports for management team.
- Conduct security and safety checks of hotel premises overnight, ensuring guest and team safety at all times.
- Coordinate with housekeeping, concierge, and room service teams to meet guest expectations.
- Manage room allocations, respond to booking queries, and upsell hotel facilities and premium services when appropriate.
- Assist in emergency situations, making sound decisions and escalating to senior management if required.
- Maintain polished, professional front desk appearance, upholding InterContinental brand image.
- Prepare handover reports for morning team to ensure continuity and smooth operations.
Night Duty Manager
The Autograph Collection (Marriott International)
London, City of London
01.2024 - 12.2024
- Oversee all overnight hotel operations, ensuring smooth guest arrivals, departures, and inquiries.
- Supervise and support the night team (front desk, security, housekeeping) to maintain the hotel’s high service standards.
- Handle guest complaints or issues promptly and professionally, resolving them to guest satisfaction.
- Conduct night audit procedures accurately, reconciling daily financial transactions and producing required reports.
- Perform regular security checks of the property, ensuring the safety of all guests, employees, and hotel assets.
- Assist with emergency situations and incidents, taking appropriate action and escalating to senior management when needed.
- Review and prepare reports for the next day’s management team to ensure a smooth handover.
- Maintain knowledge of all hotel services, amenities, and local area information to enhance the guest experience.
- Support food & beverage and housekeeping teams during overnight operations as required.
- Lead by example, demonstrating a positive attitude, professionalism, and adherence to Marriott’s brand values and policies.
Front Office Supervisor
Crown Plaza London Ealing
London
05.2023 - 12.2023
- Supervise and motivate front desk team members, ensuring to provide efficient, friendly, and professional service at all times.
- Welcome and check in guests promptly, handling all requests, special requirements, and VIP arrangements with care.
- Maintain up-to-date knowledge of hotel rates, promotions, loyalty programs (IHG One Rewards), and local attractions.
- Handle guest queries and complaints, resolving any issues promptly to maintain high guest satisfaction.
- Oversee daily front desk operations, including shift handovers, cash handling, reservations, and room allocations.
- Assist Front Office Manager with training new team members and monitoring performance standards.
- Ensure that all guest data is correctly handled in line with company policies and data protection laws.
- Liaise with housekeeping, concierge, and other departments to ensure seamless guest experience.
- Support and encourage upselling of rooms and services to maximize hotel revenue.
- Promote positive, collaborative working environment that aligns with IHG culture and values.
Receptionist
BaxterStorey (Business Class Lounge)
London, Heathrow Airport
03.2022 - 04.2023
- Greet and welcome guests upon arrival with a professional and friendly manner.
- Check boarding passes and verify eligibility for lounge access.
- Maintain accurate guest records using the booking and lounge management system.
- Respond to guest inquiries regarding lounge services, airport facilities, and onward travel information.
- Liaise with airlines and airport services to provide up-to-date flight status information.
- Coordinate with the food & beverage and housekeeping teams to ensure lounge cleanliness and optimal service standards.
- Handle guest complaints or issues promptly and professionally to achieve guest satisfaction.
- Assist guests with baggage storage, Wi-Fi access, newspapers, and other amenities.
- Maintain a tidy and presentable reception area at all times.
- Comply with all company policies, security protocols, and health & safety regulations.
Education
Bachelor of Business Administration - Business, Marketing, HR, Management, Supply Chain, Finance
GUCF
Lahore, Pakistan 10.2009 - 07.2013
Master of Science - International Marketing
London South Bank University
UK 01.2022 - 05.2023
Skills
- Excellent Guest Service & Communication
- Attention to Detail
- Problem-Solving & Conflict Resolution
- Teamwork & Collaboration
- Time Management & Organization
- Adaptability & Flexibility
- Technical Proficiency – Familiarity with hotel property management systems (eg Opera), point-of-sale software, and basic IT tools
- Leadership & Staff Development
Affiliations
- Travelling
- Reading: Business Articles, Books on Psychology
- Photograpy/Interior Designing
- Volunteering
- Cooking
Certification
- Emergency First Aid at Work 2025
- First Aid Certificate 2022 & 2024
- Well-being Certificate L1 2024
- Level 2 Certification in Healthcare 2022
- Certification in Quality Assurance Professional 2018
- Certification in Internal Quality Auditing(ISO 9001- 2008) QMS 2015
- Diploma in Computerized Accounting & Finance
Languages
English
Advanced
Hindi
Native
Urdu
Native
Accomplishments
• ACT Awareness E-Learning & ACT Security E-Learning 2024
• SIA & Security Training Course 2022
• COSHH Training
References
References available upon request.
Timeline
Night Shift Supervisor
Intercontinental London Park Lane
12.2024 - 06.2025
Night Duty Manager
The Autograph Collection (Marriott International)
01.2024 - 12.2024
Front Office Supervisor
Crown Plaza London Ealing
05.2023 - 12.2023
Receptionist
BaxterStorey (Business Class Lounge)
03.2022 - 04.2023
Master of Science - International Marketing
London South Bank University
01.2022 - 05.2023
Bachelor of Business Administration - Business, Marketing, HR, Management, Supply Chain, Finance
GUCF
10.2009 - 07.2013
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