Nargiz Nuralova
Summary
Results-driven professional with a focus on luxury guest experience. Leads teams to create exceptional service standards, enhancing guest loyalty and satisfaction. Drives operational management to optimize performance and contribute to business growth.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Director of Guest Experience
The St. Regis Bangkok
Bangkok, Thailand
04.2024 - Current
- Leading operations and guest experience strategy as department head.
- Enhanced Marriott Bonvoy Occupancy and elite guest engagement through targeted initiatives.
- Implemented guest voice initiatives, resulting in highest ITR and elite appreciation scores for the hotel.
- Strengthened guest loyalty via VIP engagement strategies and effective service recovery initiatives.
- Leading Forbes LQA and BSA assessments, delivering outstanding results for hotel standards.
- Overseeing rooms division P&L and led front office, butler, concierge teams.
Guest Experience Manager
Phuket Marriott Resort & Spa, Nai Yang Beach
Phuket, Thailand
04.2023 - 04.2024
- Managed front desk operations to deliver smooth pre-arrival through post-departure experiences.
- Managed guest feedback and complaints to ensure satisfactory resolutions, coordinating with departments for effective support.
- Cultivated guest connections to enhance loyalty and drive repeat visits to the resort.
- Support VIP relationships by providing personalised attention throughout each stay.
- Improved GSS scores by coaching staff and revising rooms procedures.
- Training and mentoring front desk hosts on best-practice guest service.
Duty Manager
Grosvenor House a Luxury Collection Hotel Dubai
Dubai, UAE
09.2021 - 03.2023
- Managed and supervised staff, ensuring high productivity and adherence to service standards.
- Handled guest enquiries, complaints, and feedback with prompt professionalism.
- Handled high-pressure situations using sound judgment as a manager.
- Directed operational tasks to optimise hotel daily routines.
- Monitored health and safety compliance with company policies.
- Served as primary contact for staff and guests regarding concerns.
Welcome Desk Talent Coach
W Muscat
Muscat, Oman
12.2019 - 07.2021
Guest Experience Supervisor
Langham Hospitality Group Hotel
Phuket, Thailand
07.2018 - 06.2019
Guest Services Officer
Harbour Grand Hong Kong
Hong Kong
03.2017 - 05.2017
Guest Service Agent
Mediterranean Shipping Company (MSC Cruises)
Naples, Italy
08.2016 - 12.2016
Front Office Trainee
The Ritz-Carlton
Almaty, Kazakhstan
01.2015 - 06.2015
Education
Bachelor of Business Administration - Event Management
Les Roches Global Hospitality Management School
Marbella, Spain06-2018
Certificate of Higher Education -
Nur-Orda Kazakh-Turkish High School
Nur-Sultan, Kazakhstan05-2014
Skills
- Guest Experience Management
- Rooms Division & Front Office Operations
- P&L Management
- Marriott Bonvoy / Loyalty
- VIP Relationship Management
- Quality Standards Compliance
- Operational Efficiency
- Talent Development Leadership
- Service Excellence
LANGUAGES
Russian, Kazakh
First Language
English
Proficient
C2
Turkish
Advanced
C1
Certification
- Team of the Quarter 2026 - Bangkok, Thailand
- Leader of the Quarter 2024 - Bangkok, Thailand
- Charming Leader of the Quarter 2024 - Phuket, Thailand
- American Red Cross First Aid 2021 - Muscat, Oman
- Basic Safety Training AFZ, 2016 - Rostock, Germany
Timeline
Director of Guest Experience
The St. Regis Bangkok
04.2024 - Current
Guest Experience Manager
Phuket Marriott Resort & Spa, Nai Yang Beach
04.2023 - 04.2024
Duty Manager
Grosvenor House a Luxury Collection Hotel Dubai
09.2021 - 03.2023
Welcome Desk Talent Coach
W Muscat
12.2019 - 07.2021
Guest Experience Supervisor
Langham Hospitality Group Hotel
07.2018 - 06.2019
Guest Services Officer
Harbour Grand Hong Kong
03.2017 - 05.2017
Guest Service Agent
Mediterranean Shipping Company (MSC Cruises)
08.2016 - 12.2016
Front Office Trainee
The Ritz-Carlton
01.2015 - 06.2015
Bachelor of Business Administration - Event Management
Les Roches Global Hospitality Management School
Certificate of Higher Education -
Nur-Orda Kazakh-Turkish High School