Mohamed Idam

Seasoned hospitality professional with over 15 years of experience in luxury 4- and 5-star hotels and resorts across the UAE, Qatar, and Sri Lanka. Expertise spans front office and hotel operations, team leadership, and revenue growth through upselling and service excellence. MBA-qualified, with a proven track record in enhancing guest satisfaction, managing crises, and supporting hotel pre-openings. Recognized for driving operational efficiency and consistently delivering exceptional guest experiences. Known for fostering cross-departmental collaboration and building high-performing, service-oriented teams.

Resort Assistant Manager at Terra Solis by Tomorrowland | Dubai, UAE | February 2023 – Present                   

• Supervised daily resort operations to ensure exceptional guest service and luxury brand standards.
• Coordinated cross-departmental functions including Front Office, Housekeeping, and Guest Services.
• Led, trained, and motivated staff to achieve performance, efficiency, and guest satisfaction goals.
• Managed guest inquiries, complaints, and service recovery to maintain positive experiences.
• Ensured compliance with health, safety, and quality standards while driving operational excellence.

Duty Manager at ACCOR Global Sports Event 2022 | Doha, Qatar | February 2022 - February 2023 – Contract.

• Managed large-scale operations during the FIFA World Cup with Accor Group.
• Configured PMS (Hotelogix), implemented SOPs, and managed front office teams.
• Oversaw occupancy planning, shift scheduling, and guest experience standards.
• Delivered final operational reports and post-event analyses to leadership.

Night Manager at Canal Central Hotel | Dubai, UAE | December 2018 – January 2022 –Pre-Opening.

• Led night operations during and post pre-opening phase of a luxury urban hotel.
• Managed night audits, guest escalations, and compliance with brand procedures.
• Assisted in recruitment, system setup, and staff training programs.
• Ensured accuracy in CID reporting and adherence to service standards.

Front Office Supervisor at Arjaan by Rotana Media City | Dubai, UAE | July 2015 – December 2018

• Oversaw daily front desk operations ensuring guest satisfaction and service quality.
• Enhanced upselling initiatives, achieving consistent revenue growth.
• Managed shift planning, team briefings, and guest relations improvements.
• Supported after-hours operations as Night Manager when required.

Front Desk Team Leader at Nour Arjaan by Rotana | Fujairah, UAE | January 2014 – July 2015

• Supervised front office operations and trained staff in brand standards.
• Managed inventory during peak occupancy and handled guest recoveries.
• Promoted loyalty program enrollments and feedback improvements.
• Developed internal training materials to improve communication efficiency.

Front Desk Agent at Nour Arjaan by Rotana | Fujairah, UAE | December 2012 – January 2014 

• Delivered efficient check-in/out services with billing and CID compliance.
• Ensured smooth coordination with housekeeping and maintenance teams.
• Handled cash transactions and guest profile management.
• Contributed to upselling and loyalty enrollment achievements.

Telephone Operator at Dream Palace Hotel | Dubai, UAE | May 2011 – October 2012

• Cleaned and inspected rooms to maintain brand cleanliness.
• Reported maintenance issues and ensured guest satisfaction.
• Handled emergency and VIP room requests efficiently.
• Supported public area maintenance and hygiene compliance.

Housekeeping Room Attendant at Dream Palace Hotel | Dubai, UAE | April 2010 – May 2011   

• Cleaned and inspected rooms to maintain brand cleanliness.
• Reported maintenance issues and ensured guest satisfaction.
• Handled emergency and VIP room requests efficiently.
• Supported public area maintenance and hygiene compliance.

Certifications 

• Revenue Management & Upselling Techniques (2022)
• Crisis Management in Hospitality (2021)
• Customer Service Excellence (2020)
• FIFA World Cup Accommodation Project Completion (2022)
• Middle Management Development Program
• Supervisor Skills Builder & QMS Training

Achievements 

• Top 5 Up-seller – Rotana Hotels Group.
• Upselling Revenue Champion, – Multiple awards for outstanding performance.
• Guest Service Champion – Multiple Recognition Awards.
• Supervisor of the Quarter – Leadership & Service Delivery.
• Heart of the House Award – Employee of the Month.
• Loyalty Program High Achiever – Enrollment & Conversion Excellence.

Technical Skills

• Opera V5 & Cloud | Protel | HOTELOGIX | Microsoft Office Suite (Excel, PowerPoint, Word)

Languages

• English (Fluent) | Sinhalese (Native) | Arabic (Intermediate) | Hindi (Intermediate)

References 

• Available upon request.

Master Business Administration
London, Metropolitan University | February 2024 | currently pursuing