PMS AND CRM
MIYAN OWAIS
Hospitality Expert
Srinagar
Summary
Dynamic operations and guest experience leader with over six years of progressive expertise in luxury villas, boutique hotels, centralized reservations, and international OTA markets. Strong command of multi-property operations, revenue optimization, SOP standardization, and effective service recovery strategies under pressure. Proven track record of leading cross-functional teams to stabilize operations during market fluctuations while achieving significant enhancements in guest satisfaction, operational efficiency, and commercial performance. Committed to driving excellence and innovation in the hospitality industry.
Overview
7
7
years of professional experience
4
4
Certifications
1
1
Language
Work History
Accounts Manager – UK Reservations
OYO
12.2025 - 01.2026
- Managed high-volume UK reservation accounts, handling bookings, amendments, cancellations, and escalations in line with SLAs.
- Coordinated with international inventory and partner hotels to ensure rate accuracy and availability, reducing booking errors.
- Resolved time-sensitive guest issues efficiently, maintaining strong customer satisfaction in a fast-paced global environment.
Operations Manager (Multi-Property)
Haveli Group of Hotels
03.2025 - 11.2025
- Directed end-to-end operations across four hotel properties, overseeing front office, guest relations, vendors, and service delivery.
- Standardized SOPs and service benchmarks, improving consistency and operational control across properties.
- Acted as final escalation authority for guest issues, strengthening service recovery outcomes and response time.
- Supported seasonal staffing plans and cost-control initiatives during fluctuating market conditions.
Senior Guest Relations Executive
Lohono Stays
12.2024 - 03.2025
- Owned end-to-end guest experience for four ultra-luxury villas, ensuring strict adherence to brand service standards.
Reservations & Operations Manager
Hotel Ladakh Residency & The Kyagar
03.2024 - 12.2024
- Led front office, reservations, and daily operations for two boutique luxury properties in a high-altitude destination.
- Executed OTA pricing and inventory strategies to maximize seasonal occupancy and ADR.
- Trained teams on SOPs and service quality, contributing to a 1.2-point improvement in online guest ratings.
Central Reservation Team Supervisor
Bastian Hospitality Pvt. Ltd.
01.2023 - 03.2024
- Supervised centralized reservations for multiple premium restaurant brands with high booking volumes.
- Improved booking response efficiency by 30% through CRM optimization and structured team training.
- Managed VIP, corporate, and private dining reservations with high discretion and accuracy.
Front Office Executive
Hotel Royal Castle
01.2020 - 12.2022
Reservations Associate
Hotel Royal Castle
03.2019 - 04.2020
Education
Master of Arts - Geography
Cluster University of Srinagar
Bachelor of Arts - Geography
University of Jammu
Skills
Luxury hospitality management
Multi-Property Management
Guest Experience Strategy
Reservations & Revenue Management
OTA & International Market Operations
SOP Development & Process Optimization
Accomplishments
- Increased repeat bookings by 18% through structured guest engagement and personalization initiatives.
- Improved online guest ratings by 1.2 points via SOP alignment and service quality reinforcement.
- Enhanced reservation response efficiency by 30% through CRM and process optimization.
- Successfully managed multi-property operations during periods of market instability and seasonal volatility.
Software
Certification
Certified in Customer Experience Management (CEM)
Timeline
Accounts Manager – UK Reservations
OYO
12.2025 - 01.2026
Operations Manager (Multi-Property)
Haveli Group of Hotels
03.2025 - 11.2025
Senior Guest Relations Executive
Lohono Stays
12.2024 - 03.2025
Reservations & Operations Manager
Hotel Ladakh Residency & The Kyagar
03.2024 - 12.2024
Central Reservation Team Supervisor
Bastian Hospitality Pvt. Ltd.
01.2023 - 03.2024
Front Office Executive
Hotel Royal Castle
01.2020 - 12.2022
Reservations Associate
Hotel Royal Castle
03.2019 - 04.2020
Bachelor of Arts - Geography
University of Jammu
Master of Arts - Geography
Cluster University of Srinagar