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Zainab Fatima

@zainabfatima5

I lead luxury hospitality operations, enterprise system implementation, and client experiences that improve performance and revenue.

United Arab Emirates

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At One&Only The Palm in Dubai, I lead daily front-of-house operations for a team of 30+ while driving service delivery, compliance, VIP client relations, and operational improvement.

I led Opera Cloud implementation across multiple departments and project-led CRM and guest-profile technology adoption, coordinating stakeholders, training, and operational integration. I also redesigned client verification and data-accuracy processes to reduce discrepancies and strengthen compliance.

Previously, at Atlantis The Royal and Mandarin Oriental Hotel Group, I managed client-facing teams, revenue initiatives, quality standards, training, and cross-functional hotel operations. I bring Forbes Master Trainer recognition, hands-on luxury hospitality experience, and a focus on building capable teams and memorable client journeys.

Experience

Work history, roles, and key accomplishments

Current

Front of House Duty Manager

Current

One&Only The Palm

Jul 2025 - Present (1 year 2 months)

Lead daily operations for a 30+ person team, ensuring service delivery, operational efficiency, compliance, and stakeholder satisfaction. Led enterprise-wide implementation of Opera Cloud and CRM technology projects, and designed training programs as a Forbes Master Trainer.

Opera Cloud CRM Project Implementation Stakeholder Management Training Process Improvement Customer Experience Upselling VIP Relations Team Leadership

Front Office Team Leader

Atlantis The Royal

Oct 2023 - Jun 2025 (1 year 8 months)

Oversaw a client-facing operations team of 23+, managing daily workflows and ensuring consistent service delivery. Drove revenue growth through cross-selling and upgrade initiatives, and managed resource planning and financial reconciliation.

Team Leadership Revenue Growth Cross Selling Resource Planning KPI Monitoring Client Relations Financial Reconciliations Training Inventory Management Health and Safety

Front Office Agent (Pre-Opening)

Atlantis The Royal

Nov 2022 - Sep 2023 (10 months)

Played a key role in pre-launch activities, including system testing, process documentation, and operational simulations. Contributed to the property achieving Forbes 5-star recognition within its first year of operation.

System Testing Process documentation Operational Simulation Technology Onboarding Soft Launch Collaboration Adaptability

Rotational Exposure – Rooms Division, Housekeeping, F&B & Revenue

Mandarin Oriental Hotel Group

Apr 2020 - Sep 2022 (2 years 5 months)

Gained cross-functional operational exposure across two Forbes 5-star properties, working across multiple business units. Delivered service and operational excellence in line with brand standards across Front Office, Housekeeping, Reservations, Revenue, and F&B functions.

Front Office Housekeeping Reservations Revenue Management F&B Quality Assurance Inventory Management KPI Analysis Demand Forecasting Training Food Safety

Education

Degrees, certifications, and relevant coursework

VATEL International Business School

Bachelor's in Hospitality & Tourism Management, Hospitality & Tourism Management

2019 - 2022

Bachelor's in Hospitality & Tourism Management from VATEL International Business School, Madrid, Spain, from 2019 to 2022. Achieved Best Academic Performance of the 3-year course.