RAZA MUQRI
Georgetown,Cayman Islands
Summary
I am a proactive and dedicated professional with a proven track record in organizational and communication skills, ensuring seamless administrative support and team collaboration. With two decades of experience in the hospitality industry, I have a strong foundation in rooms operation and financial management. I excel in developing and executing strategic plans, setting and administering budgets, and managing rooms operation projects from inception to completion.
Throughout my varied industry experience, I have positively impacted guest satisfaction scores, generated incremental revenue through proactive upselling, and managed major conferences and events. I have also been a key member in setting up rooms operations for pre-opening properties. My career has spanned three continental divisions and six distinct hotel brands, allowing me to lead effectively in diverse environments and help my teams achieve financial and operational success.
With a strong focus on customer relations and employee satisfaction, I am well-equipped to perform in highly challenging environments. I look forward to using these skills to further my professional growth in the hospitality sector.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Executive Assistant Manager Rooms
The Ritz Carlton Grand Cayman
Grand Cayman
12.2022 - 01.2025
- As member of the executive team at a AAA luxury resort in the Caribbean, I oversee all aspects of rooms division. This includes Front Office, Housekeeping, SPA, Recreation (Pool & Beach, Tennis, and Environmental Ambassador), and Retail Operations. I am responsible for business strategy and revenue generation for all areas within rooms division. Leading a team of 300 employees, I directly manage generation of over $11 million USD in annual revenue.
- Part of the resort team that achieved a Forbes 5-star rating for two consecutive years (2024 & 2025). Additionally, I led the SPA team to achieve a Forbes 5-star rating for two consecutive years (2024 & 2025). I contributed to the team that achieved the best ITREC score for the brand in the Americas. Our hotel was the best performing in the Americas for upsell performance in 2023 & 2024. I also developed strategies to achieve ancillary revenue of over $10 million USD for 2023 & 2025.
- I work very closely with the ownership team on relevant projects that directly impact the rooms division. This includes any new renovation projects or guest enhancements.
- I was responsible for overseeing the $1 Million USD renovation of the tennis courts, which required an overhaul of the current tennis facility and the enhancement of the Ambassador of the Environment offerings.
- I also oversaw the soft renovation of the SPA, including planning and executing the move of the SPA facility to a temporary location to carry out the project.
- I work very closely with the senior management team on successful planning and execution of Cayman cook out which is the signature culinary event in all of the Caribbean.
Director of Rooms
JW Marriott Phu Quoc Emerald Bay Resort Vietnam
04.2021 - 11.2022
- Responsible for overall room operations for a 234 keys Luxury Resort
- Core member of the room’s team which helped the hotel to achieve the recognition of the Best luxury resort in south East Asia voted by Travel & Leisure magazine
- Consistently ranked in top 10 JW’s in Asia in criteria’s of arrival scores and room cleanliness scores on Guest satisfaction measurement scores
- Represent the rooms department in owners meeting and liaising the rooms operation with owner requirements
- Responsible for overall functioning of Rooms operation which includes Training and development of the team/Guest Voice performance/Upsell program/Room profitability/Loyalty enrollment program/Brand standard audit
- Successfully set up the 'Family by JW program'
- Signature program for the JW brand to provide elevated experiences to families travelling to the resort
- Program lead to set up the GXP application at the resort the signature Marriott software to track and resolve guest complaints and requests
- Program led to set up the Marriott +Starwood enrollment integration at the property
- This included the training of the associates
- Updating relevant changes on Opera and delivering the enhanced guest experiences
- Successfully launched the upsell program at the resort which has generated close to 8% of room revenue in incremental amount
Front Office Manager Promoted to Assistant Director of Rooms
JW Marriott Phu Quoc Emerald Bay Resort Vietnam
11.2017 - 04.2021
- Responsible for overall room operations for a 234 keys Luxury Resort
- Core member of the room’s team which helped the hotel to achieve the recognition of the Best luxury resort in south East Asia voted by Travel & Leisure magazine
- Consistently ranked in top 10 JW’s in Asia in criteria’s of arrival scores and room cleanliness scores on Guest satisfaction measurement scores
- Represent the rooms department in owners meeting and liaising the rooms operation with owner requirements
- Responsible for overall functioning of Rooms operation which includes Training and development of the team/Guest Voice performance/Upsell program/Room profitability/Loyalty enrollment program/Brand standard audit
- Successfully set up the 'Family by JW program'
- Signature program for the JW brand to provide elevated experiences to families travelling to the resort
- Program lead to set up the GXP application at the resort the signature Marriott software to track and resolve guest complaints and requests
- Program led to set up the Marriott +Starwood enrollment integration at the property
- This included the training of the associates
- Updating relevant changes on Opera and delivering the enhanced guest experiences
- Successfully launched the upsell program at the resort which has generated close to 8% of room revenue in incremental amount
Front Office Manager
The Ritz Carlton Pre-Opening
Langkawi, Malaysia
05.2017 - 10.2017
- Core pre-opening team member for the hotel
- Set up of Front Office & recreation operations for the hotel
- Pre-opening manning budget and hiring
- Responsible for on-going training in the department, necessary to maintain and improve standards of service, profit margins, as part of process improvement and TQM principles
Front Office Manager
Flora Park Deluxe Hotel Apartment
Dubai
02.2016 - 01.2017
- Heading the Front Office Operation overlooking Reception/Switchboard/Concierge/Bell desk operations for a luxury hotel apartment in the heart of Dubai City Centre
- Responsible for creating and implementing SOP for Rooms Operation as per International standards and training the team on its effective usage
- Responsible for HR planning of the department, creating goals for the team
- Maintained monthly reports, purchase orders, expense reports to track annual budget and instruct employees on company policies and procedures
Front Office Manager
Marriott Custer Hotels
Kuwait City, Kuwait
09.2014 - 02.2016
- Core pre-opening team member for Residence INN by Marriott Kuwait City
- Set up of Front Office & Health club operations for the hotel
- Created the pre-opening and the first year budget for the department
- Pre-opening manning budget and hiring
- Responsible for on-going training in the department, necessary to maintain and improve standards of service, profit margins, as part of process improvement and TQM principles
- Achieved 95.3% score in the Brand Standard Audit (Marriott annual audit to check guest satisfaction and hotel standards) in the first year of Hotel opening
- Ensuring compliance of Hotel Brand Standards and Customer Satisfaction goals for the hotel, and department complies with and exceeds the Standard Operating Procedures set by the Company
- Responsible for HR planning of the department, creating goals for the team including up-sell and loyalty program enrollments
Front Office Manager
Marriott Hotels & Resorts
Jaipur, India
05.2012 - 06.2014
- Managing and supervising all the key departments of Front Office
- Supervise employees and conduct regular rap sessions for motivating the team to deliver top performance, distributing management goals and annual appraisals
- Taking care of brand Standard Audit and other statutory requirements of the brand and financial audits
- Headed the team to achieve Brand standard goal for the department of over 90% for 3 straight years
- Program host for initiating the guest voice program (Marriott worldwide software to track guest satisfaction scores) for the properties
- Program Host for initiating the 'Art of Hosting' concept in MHR brand
- Successfully handled the Indian Premiere League cricket tournament from 2012-2014, the premiere domestic sports event held annually
- Successfully handled Champions league T20 the premiere international cricket T20 Championship 2013
- Successfully handled some of the biggest conferences/weddings and sports events in the city catering to national and international celebrities from various spectrum of entertainment/business and sports field
- Conduct regular associate training, monthly meeting and monitor tracking system for all training's
- Achieved the highest guest satisfaction scores for the year 2012 for MHR brand
- Represented the department & hotel at relevant meetings within and outside the hotel
- Manage and develop assistant managers/supervisors and provide them with necessary coaching & counseling, support and guidance as required and maintain staffing levels in line with hotel occupancy and productivity
Front Desk Manager
JW Marriott Hotel Mumbai
Mumbai, India
09.2008 - 05.2012
- Promoted from Assistant Manager to Manager in 2010 on grounds of excellent performance
- Key member of the department to achieve over 90% score in the Brand standard audit for the hotel for 2010-2011
- Responsible for overlooking the day to day operations of reception and bell desk which included cashiering, check-in, check-outs, night audits
- Manage front-end operations to ensure friendly and efficient transactions at checkout and end of day settlements and deposits
- Ensure associates are up to date with hotel product knowledge, including room types, rates, relative features and facilities, food and beverage outlets, spa and health club
- Supervise handling guest history and guest requirements efficiently and conduct regular inspections of all sections to ensure quality standards are maintained
- Handle relevant comments or complaints of hotel guests and inform management accordingly
- Responsible for achieving the highest loyalty rewards member for the hotel for the calendar year 2009
Front Office Executive
JW Marriott Hotel Mumbai
Mumbai, India
11.2007 - 09.2008
- Successfully managed the Business center and generated 50% revenue above budget as supervisor
- Instrumental in initiating the Drake Beil upsell program at the property which helped the hotel to generate 75000 USD in the first year of initiation of the program
Assistant Manager Front Office
The Park Chennai
Chennai, India
11.2006 - 10.2007
- Responsible for overlooking the day to day operations of front desk and bell desk in a 192 keys boutique hotel in the heart of the city
General Management Trainee
The Park Kolkata
Kolkata, India
07.2006 - 11.2006
- One year of extensive hotel orientation and classroom training, which resulted in being awarded the best management trainee of the batch
- Being promoted to Assistant Manager front Office after successful completion of the training program
Education
Bachelor of Hospitality & Hotel Administration - Hospitality & Hotel Administration
Institute of Hotel Management Catering Technology & Applied Nutrition (I.H.M.C.T.A.N)
India 06.2003 - 06.2006
Skills
- Budgeting expertise
- Decision making
- Crisis management
- Stakeholder engagement
- Business administration
- Customer relationship management
- Operational efficiency
- Strategic planning
- Employee management
- Resource optimisation
- Customer engagement
Certification
- 7 Habits of highly successful people. (Steven Covey)
- At the Helm (Marriott Core Training for Rooms Division)
- 5 choices to extraordinary productivity. (Steven Covey)
- Marriott Certified Interviewer.
- E.S.S.M. (Essential Skills for Marriott Managers)
- Accelerate program
- Inside out Coaching
- Crucial Conversations
Accomplishments
- Forbes 5-star hotel for two years in a row 2024&2025
- Forbes 5-star SPA fortwo years in a row 2024&2025
- AAA 5 diamond resort rating for two years in row 2023& 2024
- Successfully execution of Cayman Cook out the signature culinary event in Carribean for 2023,2024 &2025
- Successfully handled the Annual Marriott Board of directors' event for the year 2024
- Successfully handled the Annual Marriott owners conference for all brands in NALO for 2023
- Best performing resort in all of Americas in ITREC and Elite satisfaction for two years in a row 2023 & 2024
- Best performing Hotel in Vietnam in Arrival experience/Room cleanliness/Departure score/Elite satisfaction for 3 years in a row 2018/2019/2020
- Top 5 best performing Hotel in TVCM in Arrival experience/Room cleanliness/Departure score/Elite satisfaction for 3 years in a row 2018/2019/2020.
- Core member of the room’s team which helped the hotel to achieve the recognition of the best luxury resort in Southeast Asia voted by Travel & Leisure magazine for 2018.
- Successfully handled the biggest wedding event on the island in 2019.
- Highest Upsell generated for the year 2018/2019 in TVCM under TSA platform.
- Successfully handled the movement of some of the top celebrities from the entertainment industry which included names like Paris Hilton/Josh Hartnet/Tom Cruise/Rob Cohen/Akon.
- Successfully managed some of the biggest MICE events which include IPL/Jaipur Literature fest/Celebrity fashion shows to name a.
- Nominated for EDGE award for outstanding performance in Room division for 2019.
Languages
English
Proficient (C2)
Hindi
Proficient (C2)
Arabic (Elementary)
Beginner
Personal Information
- Passport Number: W7047158
- Date of birth: 03/12/85
- Nationality: Indian
- Marital status: Married
Timeline
Executive Assistant Manager Rooms
The Ritz Carlton Grand Cayman
12.2022 - 01.2025
Director of Rooms
JW Marriott Phu Quoc Emerald Bay Resort Vietnam
04.2021 - 11.2022
Front Office Manager Promoted to Assistant Director of Rooms
JW Marriott Phu Quoc Emerald Bay Resort Vietnam
11.2017 - 04.2021
Front Office Manager
The Ritz Carlton Pre-Opening
05.2017 - 10.2017
Front Office Manager
Flora Park Deluxe Hotel Apartment
02.2016 - 01.2017
Front Office Manager
Marriott Custer Hotels
09.2014 - 02.2016
Front Office Manager
Marriott Hotels & Resorts
05.2012 - 06.2014
Front Desk Manager
JW Marriott Hotel Mumbai
09.2008 - 05.2012
Front Office Executive
JW Marriott Hotel Mumbai
11.2007 - 09.2008
Assistant Manager Front Office
The Park Chennai
11.2006 - 10.2007
General Management Trainee
The Park Kolkata
07.2006 - 11.2006
Bachelor of Hospitality & Hotel Administration - Hospitality & Hotel Administration
Institute of Hotel Management Catering Technology & Applied Nutrition (I.H.M.C.T.A.N)
06.2003 - 06.2006
- 7 Habits of highly successful people. (Steven Covey)
- At the Helm (Marriott Core Training for Rooms Division)
- 5 choices to extraordinary productivity. (Steven Covey)
- Marriott Certified Interviewer.
- E.S.S.M. (Essential Skills for Marriott Managers)
- Accelerate program
- Inside out Coaching
- Crucial Conversations
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