Overview
Work History
Education
Skills
Languages
Courses
References
Timeline
Generic
Ayana Adil

Ayana Adil

Madrid

Overview

18
18
years of professional experience

Work History

Hotel Manager

Éxito
06.2022 - Current
  • Conducted business assessments and analyzed customer feedback to identify areas for improvement, then developed and implemented targeted solutions.
  • Led digital transformation initiatives, deploying a housekeeping and reception management app, as well as an AI dynamic pricing tool, to ensure daily housekeeping and operational tasks were completed on time. This increased task completion rates by 65% and improved overall operational efficiency and customer satisfaction.
  • Executed comprehensive marketing strategies, enhancing brand value and image through strategic positioning and increasing occupancy rates by 30% via multi-channel promotions.
  • Oversaw front desk and housekeeping operations, ensuring high standards of quality control and customer satisfaction (95% positive guest feedback).
  • Trained staff on industry-specific platforms such as Booking.com, Wubook, Zak (PMS), Channel Manager, etc., consistently improving team performance.
  • Developed and implemented strategic plans to optimize room pricing and availability based on market analysis.
  • Communicated owners' directives and delegated tasks to the team.
  • Managed human resources functions, including training, talent development, scheduling, task assignment, and responsibility distribution, while providing motivation and recognition to a diverse team, cultivating a positive company culture, and ensuring consistently high service standards.
  • Led daily operations, including room allocations, bookings, housekeeping oversight, and staff meetings to address operational challenges and communicate objectives.
  • Resolved guest complaints and complex issues efficiently, maintaining a 98% customer satisfaction rate.

Sales Force Development Manager

MARY KAY Cosmetics
04.2016 - 09.2021
  • Consistently improved area sales performance through strategic leadership and data-driven insights from marketing and sales analytics.
  • Adapted sales and marketing strategies and products for local markets in collaboration with HQ, contributing to targeted training and events.
  • Implemented 5 brand awareness and marketing research projects in partnership with HQ.
  • Represented the team effectively at the SF Development Conference 2018 and the Sales & Marketing Conference 2020 with European counterparts, delivering key training resources and achieving notable recognition.
  • Received multiple MK WOW Awards (2016–2021) for outstanding sales and marketing performance: "Absolute Success" for exceeding sales and marketing targets at MK WOW Awards (Q1-Q2 2020, 2021). References are available upon request.
  • Contributed to promotional campaigns as a model and brand ambassador.
  • Launched a unique makeover project with designers and stylists, transforming consultants into brand ambassadors, and boosting brand recognition.
  • Translated and adapted HQ training content to ensure cultural relevance and effective knowledge transfer to the local team.

Leading Customer Service Manager

HSBC BANK
09.2010 - 10.2015
  • Delivered exceptional customer service to individual, corporate, and private banking clients.
  • Handled customer complaints efficiently, while ensuring the smooth operation of quality control systems.
  • Developed strong customer relationships.
  • Contributed to the execution of internal audits.
  • Consistently scored highly in yearly compliance evaluations.
  • Earned recognition for thwarting identity fraud.

Personal Financial Consultant

ROYAL BANK OF SCOTLAND
06.2008 - 09.2010
  • Offered expert advice on banking products to enhance clients' financial outcomes.
  • Optimized processes and reduced client waiting time.
  • Assisted in deploying the Customer Relationship Management system.

Swift Operator

12.2006 - 12.2008
  • Executed bilateral key exchange effectively.
  • Performed system maintenance regularly.
  • Conducted migration process for Relationship Management Application.
  • Oversaw efficient processing of SWIFT messages.

International Transfers Department Specialist

ABN AMRO Bank
03.2008 - 06.2008
  • Foreign currency payment investigation; correspondent banks' communication via SWIFT.
  • Foreign currency transactions: commission withdrawal, payment processing.

Education

Master's degree - Business Strategies and Marketing

University of Castilla-La Mancha
Spain
01.2022

Kainar University - Economics, Financial Management

Kainar University
Almaty, Kazahstan
01.2005

Academy of Banking - Banking And Finance

Academy of Banking
Almaty, Kazakhstan
01.2004

Skills

  • Cross-cultural communication and collaboration, bridging local teams with international headquarters
  • Hotel marketing, brand management
  • Change management, digital transformation expertise, including AI implementation, and productivity enhancement
  • Strong communication, problem-solving skills
  • PMS, reservation systems, proficiency
  • Housekeeping oversight
  • Guest complaint resolution
  • Revenue optimization
  • Talent development and training across diverse cultural backgrounds
  • Inclusive staff leadership, fostering a positive company culture in a diverse workforce

Languages

Russian
First Language
Spanish
Advanced (C1)
C1
English
Advanced (C1)
C1

Courses

  • Introduction to Artificial Intelligence (AI), IBM
  • Introduction to Marketing, Wharton University of Pennsylvania, USA, Marketing
  • Brand Management: Aligning Business, Brand and Behavior, London Business School, UK, Management
  • Managing Fashion and Luxury Companies, Bocconi University, Italy, Operations Management
  • Economics of Money and Banking I & II Columbia University, USA, Economics
  • Conflict, Stress and Time Management, HSBC Kazakhstan
  • Effective Sales, Forensic Records Management Training, HSBC

References

References available upon request.

Timeline

Hotel Manager

Éxito
06.2022 - Current

Sales Force Development Manager

MARY KAY Cosmetics
04.2016 - 09.2021

Leading Customer Service Manager

HSBC BANK
09.2010 - 10.2015

Personal Financial Consultant

ROYAL BANK OF SCOTLAND
06.2008 - 09.2010

International Transfers Department Specialist

ABN AMRO Bank
03.2008 - 06.2008

Swift Operator

12.2006 - 12.2008

Master's degree - Business Strategies and Marketing

University of Castilla-La Mancha

Kainar University - Economics, Financial Management

Kainar University

Academy of Banking - Banking And Finance

Academy of Banking

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Ayana Adil