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Maureen Gitau

@maureengitau

I deliver luxury guest experiences and flawless large-scale MICE event operations.

At Grand Hyatt Dubai, I deliver seamless guest journeys for a 700+ room luxury property and lead MICE documentation and on-site execution for international conferences of 300+ delegates per day. I coordinate BEO updates across operational teams, maintain guest profiles in Opera PMS and CRM platforms, and achieved zero critical delivery failures for VIP activations.

I've also designed bespoke guest itineraries at Alila Jabal Akhdar and project-managed nationwide brand activations and roadshows for 500+ participants at Royal Media Services. I bring luxury hospitality, VIP protocol, service recovery, vendor coordination, VoC analysis, and end-to-end event logistics experience across the UAE, Oman, and Kenya.

Experience

Work history, roles, and key accomplishments

Current

Events Administrative Trainee

Current

Grand Hyatt Dubai

Sep 2022 - Present (4 years)

Assisted in event administration and coordination for a luxury hotel, supporting MICE documentation and on-site execution.

Event Coordination BEO Documentation Administrative Support

Current

Guest Relations Executive

Current

Grand Hyatt Dubai

Sep 2022 - Present (4 years)

Serve as hotel ambassador for a 700+ room luxury property, delivering seamless guest experiences and leading MICE documentation for high-volume conferences. Maintain guest profiles using Opera PMS and CRM platforms, and support post-event reporting and VoC insights.

Opera PMS CRM BEO Documentation Event Coordination Guest Relations Service Recovery Event Reporting VOC Analysis

Experience Planner

Alila Jabal Akhdar

Aug 2021 - Aug 2022 (1 year)

Curated guest itineraries and wellness programming for an ultra-luxury mountain resort, leveraging PMS and CRM data to elevate personalization and drive ancillary revenue. Designed multi-touchpoint guest programs and supported NPS tracking and guest loyalty initiatives.

PMS CRM itinerary planning Wellness Programming NPS Upselling

Marketing & Events Coordinator

Royal Media Services

Jan 2019 - Jun 2021 (2 years 5 months)

Project managed nationwide brand activations and roadshows with 500+ participants, ensuring consistent guest experiences and brand alignment. Negotiated vendor contracts and managed VIP experiences at award ceremonies and media events.

Event Management vendor negotiation Brand Activation VIP Protocol Run Of Show Post Event Evaluation

Guest Relations Officer

Safari Park Hotel

Jan 2018 - Nov 2018 (10 months)

Executed executive-level VIP protocols and maintained strict confidentiality for high-profile guests including government officials and corporate executives. Coordinated with concierge, front office, and security teams to ensure seamless guest movement and experience delivery.

VIP Protocol Guest Relations Confidentiality Coordination