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Nurai Musaeva

@nuraimusaeva

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Remote Operations Manager at PIF projects, deploying digital SOPs and QA protocols across 20 facility floors.

Saudi Arabia

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At PIF (Public Investment Fund Projects), I author and deploy digital SOPs and QA protocols across 20 facility floors. I also manage and schedule a 37-member multicultural team and track daily KPIs.

At SushiSamba, I directed operations and supervised 15+ staff serving 300+ high-profile guests daily. I coached staff on consultative upselling, increasing premium package sales revenue.

At Mandarin Oriental Hotel Group, I maintained Forbes Travel Guide and LQA 5-Star standards through staff audits and etiquette training. I also managed VVIP client escalations and analyzed guest feedback to improve service delivery.

Earlier, I coordinated VIP hospitality operations at Novikov International & Leylaty Group and managed a six-agent concierge team at Hilton Doha The Pearl Residences. My projects include VIP guest operations for MDL Beast Festival and Women in Cinema VVIP protocol at the Red Sea International Film Festival.

Experience

Work history, roles, and key accomplishments

Current

Operations & Quality Assurance Supervisor

Current

PIF (Public Investment Fund Projects)

Jan 2026 - Present (10 months)

Scaled operational efficiency across 20 facility floors by authoring and deploying digital SOPs and QA protocols. Managed a 37-member team with daily KPI tracking and compiled data-driven reports for C-suite leadership.

Operations Management SOP Development Quality Assurance Team Leadership KPI Tracking Digital Workflow Optimization Executive Reporting

Client Operations & High-Volume Service Manager

SushiSamba

Jan 2024 - Dec 2025 (1 year 11 months)

Directed operations and supervised 15+ staff in a fast-paced environment serving 300+ high-profile guests daily with zero SLA breaches. Coached staff on consultative upselling, increasing premium package sales.

High Volume Operations Team Supervision SLA Compliance Upselling Strategy Corporate Trainer Revenue Growth

Luxury Service & Guest Experience Manager

Mandarin Oriental Hotel Group

Jan 2023 - Dec 2024 (1 year 11 months)

Maintained 100% compliance with Forbes Travel Guide and LQA 5-Star luxury standards. Managed complex VVIP escalations and conducted weekly guest sentiment analysis to optimize service delivery.

Luxury Hospitality Forbes Standards QA Compliance VIP Management Escalation Management Sentiment Analysis Service Recovery

VIP Operations Supervisor & Lead Coordinator

Novikov International & Leylaty Group

Jan 2021 - Dec 2023 (2 years 11 months)

Executed complex operations and high-profile VIP hospitality setups during international pop-up openings and mega-events. Managed personalized reservation protocols and private dining logistics for high-net-worth individuals.

VIP Experience Coordination Hospitality Operations Customer Retention Dining Logistics High Net Worth Individual (HNWI) Relations

Client Relations & Concierge Team Lead

Hilton Doha The Pearl Residences

Jan 2019 - Dec 2021 (2 years 11 months)

Elevated Guest Satisfaction Scores for long-stay residents by managing a 6-agent concierge team and enforcing service SLAs. Awarded Employee of the Month in 2020 for leadership and cross-departmental support.

Client Relations Concierge Management Team Leadership SLA Compliance Guest Satisfaction Scheduling