Susan Zarifian Souroosh
London,United Kingdom
Summary
Accomplished professional with extensive expertise in hotel operations management and front office leadership. Demonstrates proficiency in strategic operations oversight, revenue and occupancy management, and cross-department coordination. Skilled in VIP and airline crew handling, team leadership, and staff training, with a strong focus on enhancing customer experience strategy. Adept at emergency and risk management, conflict resolution, and incident management. Proficient in Opera Cloud PMS and property management systems. Committed to driving operational excellence and optimising guest satisfaction within the hospitality industry.
Overview
24
24
years of professional experience
1
1
Certification
Work history
Duty Manager
Danubius Hotel Regents Park
London
2026.03 - 2026.03
- Oversee daily hotel operations and coordinate departments including Front Office, Housekeeping, and Food & Beverage.
- Lead operational shifts ensuring service standards and guest satisfaction.
- Handle guest escalations and operational challenges.
- Utilise Opera Cloud and Opera PMS for reservations, guest profiles, and reporting.
Front Desk Supervisor
The Level, Meliá White House
London
2024.08 - 2026.03
- Supervised premium front desk operations including VIP and airline crew services.
- Coordinated with departments to ensure seamless guest experiences.
- Managed guest complaints and operational issues efficiently.
Passenger Service Agent
Etihad Airways Operations
Heathrow Airport
2023.09 - 2024.07
- Managed passenger check-in, boarding, and identity verification procedures.
- Ensured compliance with international aviation security regulations.
- Provided assistance to passengers and resolved boarding issues.
Night Duty Manager
Copthorne Tara Hotel
London
2023.07 - 2023.08
- Oversaw hotel operations during night shifts.
- Managed guest safety incidents and emergency situations.
Hotel Supervisor
Copthorne Tara Hotel
London
2022.09 - 2023.07
- Supervised front desk staff and daily hotel operations.
- Handled guest complaints and trained new reception staff.
Volunteer Staff
ICOS Sunderland Council & Foodi
Sunderland
2020.08 - 2022.09
- Assisted in planting trees within public parks to promote green spaces in neighbourhoods.
- Supported community initiatives for healthier lifestyles through fitness programmes and health talks.
- Participated in clean-up efforts at local beaches to improve safety and appeal for visitors.
- Aided in raising public awareness about environmental issues through educational workshops.
Flight Cabin Manager
Iran Air
2018.09 - 2020.08
- Supported cabin crew teams in adhering to aviation safety regulations.
- Assisted in conducting pre-flight briefings to prepare crew.
- Helped manage in-flight operational decisions effectively.
Senior Flight Attendant
Iran Air
2010.09 - 2018.08
- Delivered high-quality passenger service on international routes.
Flight Attendant
Iran Air
2005.09 - 2010.08
- Provided in-flight safety demonstrations and passenger care.
Hotel Receptionist
Atlas Hotel
Tehran
2002.09 - 2005.07
- Managed guest check-ins, reservations, and front desk operations.
Education
BSc - Aviation Transportation Management
University of West London
BA - English Literature
Ferdowsi University
IranSkills
- Hotel operations management
- Front office and rooms division leadership
- VIP and airline crew handling
- Strategic operations oversight
- Revenue and occupancy management
- Cross-department coordination
- Team leadership and staff training
- Emergency and risk management
- Conflict resolution and incident management
- Customer experience strategy
- Opera Cloud PMS
- Property management system expertise
Certification
- Passenger Service Agent Diploma (2022)
- CPR & First Aid
- Dangerous Goods Regulations
- Crew Resource Management
- Flight Attendant Diploma
- Travel & Tourism Diploma
Timeline
Duty Manager
Danubius Hotel Regents Park
2026.03 - 2026.03
Front Desk Supervisor
The Level, Meliá White House
2024.08 - 2026.03
Passenger Service Agent
Etihad Airways Operations
2023.09 - 2024.07
Night Duty Manager
Copthorne Tara Hotel
2023.07 - 2023.08
Hotel Supervisor
Copthorne Tara Hotel
2022.09 - 2023.07
Volunteer Staff
ICOS Sunderland Council & Foodi
2020.08 - 2022.09
Flight Cabin Manager
Iran Air
2018.09 - 2020.08
Senior Flight Attendant
Iran Air
2010.09 - 2018.08
Flight Attendant
Iran Air
2005.09 - 2010.08
Hotel Receptionist
Atlas Hotel
2002.09 - 2005.07
BA - English Literature
Ferdowsi University
BSc - Aviation Transportation Management
University of West London