MARIA KANWAL
South Richmond Hill,USA
Summary
Hospitality management professional with 3.5 years of experience in hotel and restaurant operations, guest relations, and team leadership. Expertise in driving service excellence, optimizing revenue, and ensuring compliance with international hospitality standards. Proven ability to manage diverse teams, enhance guest satisfaction, and implement efficiency-improving strategies. Proficient in hospitality systems including Opera, POS system and MS Office Suite, dedicated to delivering high-quality service in dynamic environments. Seeking to contribute proven managerial expertise and cross-cultural adaptability to a U.S.-based hospitality organization under H-1B sponsorship.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Front Officer Supervisor (Night)
Intercontinental London Park Lane
London
12.2024 - 08.2025
- Delivered warm, personalised welcomes to all guests during check-ins and check-outs.
- Supervised night team, ensuring motivation and exceptional service delivery.
- Handled guest inquiries and resolved complaints promptly to uphold satisfaction levels.
- Executed night audit processes, accurately reconciling financial transactions and preparing reports.
- Conducted overnight security checks, ensuring safety for guests and team members.
- Coordinated with housekeeping, concierge, and room service to meet guest expectations.
- Managed room allocations and responded to booking queries, upselling premium services.
- Assisted in emergencies, making sound decisions and escalating issues to management.
Asst. Front Office Manager (Night)
The Autograph Collection (Marriott International)
London
01.2024 - 12.2024
- Managed all overnight hotel operations, ensuring seamless guest arrivals and departures.
- Supervised night team, upholding high service standards across front desk, security, and housekeeping.
- Resolved guest complaints promptly, achieving satisfactory outcomes.
- Conducted accurate night audit procedures, reconciling daily financial transactions and generating reports.
- Performed regular security checks to ensure guest and asset safety.
- Assisted in emergency situations, escalating issues to senior management when necessary.
- Prepared handover reports for next day's management team to facilitate smooth transitions.
- Maintained comprehensive knowledge of hotel services and local area information to enhance guest experiences.
Front Office Supervisor
Crown Plaza London Ealing
London
05.2023 - 12.2023
- Supervised and motivated front desk team to deliver efficient, friendly service.
- Welcomed guests promptly, addressing requests and special requirements.
- Maintained comprehensive knowledge of hotel rates, promotions, and local attractions.
- Resolved guest queries and complaints swiftly to ensure satisfaction.
- Oversaw daily front desk operations, including cash handling and room allocations.
- Assisted Front Office Manager with training new staff and performance monitoring.
- Ensured compliance with data protection laws regarding guest information.
- Liaised with housekeeping and concierge for seamless guest experience.
Guest Relations Coordinator
Baxter Storey (Business Class Lounge)
London, Heathrow Airport
03.2022 - 04.2023
- Welcomed guests upon arrival, ensuring professional and friendly atmosphere.
- Verified eligibility for lounge access by checking boarding passes.
- Maintained accurate records using booking and lounge management systems.
- Responded to guest inquiries regarding lounge services and airport facilities.
- Liaised with airlines to provide up-to-date flight status information.
- Coordinated with food & beverage and housekeeping teams for optimal service standards.
- Handled guest complaints promptly to ensure satisfaction levels remained high.
- Assisted guests with amenities including baggage storage and Wi-Fi access.
Education
Bachelor of Business Administration - Business, Marketing, HR, Management, Supply Chain, Finance
GUCF
10.2009 - 07.2013
Master of Science - International Marketing
London South Bank University
London 01.2022 - 05.2023
Skills
- Leadership and team management
- Guest relations and customer service
- Operational management
- Sales and revenue growth
- Financial oversight
- Vendor and supplier coordination
- Compliance and safety
- Technology proficiency (Opera PMS, POS System, MS Office Suite)
- Communication skills
- Problem-solving and adaptability
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
Fluent
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
Front Officer Supervisor (Night)
Intercontinental London Park Lane
12.2024 - 08.2025
Asst. Front Office Manager (Night)
The Autograph Collection (Marriott International)
01.2024 - 12.2024
Front Office Supervisor
Crown Plaza London Ealing
05.2023 - 12.2023
Guest Relations Coordinator
Baxter Storey (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