Murtuza Liliyawala
Mumbai
Summary
Strategic and service-driven professional with a unique blend of experience in luxury hospitality and wealth management, specializing in delivering exceptional experiences to Ultra High Net Worth (UHNW) clients and senior leadership. Adept at managing high-touch guest relations, front office operations, and executive-level coordination with a focus on discretion, personalization, and operational excellence. Proven ability to lead teams, resolve complex client concerns, and curate seamless service journeys across both hotel and corporate environments. Recognized for fostering loyalty, enhancing brand reputation, and consistently exceeding expectations through a people-first, detail-oriented approach rooted in empathy, cultural sensitivity, and “Tajness”-inspired service values.
Overview
15
15
years of professional experience
Work History
AVP - Client Relationship Manager
Sanctum Wealth Management
01.2024 - Current
- Spearheaded client acquisition initiatives, contributing to revenue and AUM targets for Senior Wealth Managers.
- Served as initial contact for potential clients, articulating product offerings and service value.
- Conducted thorough profiling of prospects, Family Offices, and Large Corporates to deliver tailored investment solutions.
- Engaged with UHNW clients to assess financial goals and risk appetite for customized portfolio recommendations.
- Facilitated collaboration among executives, team members, and clients to enhance operational efficiency.
Manager - Client Relationship Manager
Citibank N.A.
05.2017 - 12.2023
- Managed portfolio of 1,200 Citigold and Preferred NRI clients globally.
- Assisted clients with comprehensive service requirements to ensure satisfaction.
- Acquired new City Private Client and Citigold accounts through referrals, converting existing domestic savings accounts for overseas customers.
- Increased book value by cross-selling NRE/NRO fixed deposits, insurance, and mutual funds.
- Facilitated foreign exchange rates, wire transfers, and fund repatriation for clients.
- Supported compliance activities including NESS, FATCA checks, CDD, and EDD processes.
- Resolved escalated cases from social media with thorough end-to-end solutions.
- Coached team members on business policies and procedures while reviewing monthly performance.
Guest Relationship Manager
IHCL - Indian Hotels Company Limited
Mumbai
02.2014 - 02.2017
- Directed Guest Relations team to enhance guest experience and uphold brand standards.
- Cultivated personalized relationships with high-profile guests, anticipating needs for memorable experiences.
- Collaborated with hotel leadership across F&B, Events, and Housekeeping for seamless luxury service.
- Analyzed guest feedback to implement service improvements that increased satisfaction and repeat visits.
- Mentored staff and conducted performance reviews, promoting a culture of empathy and Taj service excellence.
Guest Relationship Assistant Manager
IHCL - Indian Hotels Company Limited
Mumbai
04.2012 - 01.2014
- Enhanced personalized experiences for VIP and repeat guests, fostering loyalty and satisfaction.
- Monitored and resolved guest issues to maintain high Net Promoter Score (NPS).
- Coordinated pre-arrival planning for special occasions, elevating the 'Tajness' experience.
- Trained junior front office associates, ensuring adherence to service standards and SOP compliance.
- Engaged with international guests, ensuring cultural awareness and discretion in interactions.
Front Office Executive
IHCL - Indian Hotels Company Limited
Mumbai
02.2011 - 03.2012
- Facilitated smooth check-in and check-out processes, adhering to luxury hospitality standards.
- Served as primary contact for guest inquiries, coordinating with housekeeping, concierge, and F&B departments.
- Managed reservations, billing, and guest records in property management systems to ensure accuracy.
- Upsold room categories and hotel services, enhancing overall revenue generation.
- Received consistent positive feedback for attentiveness and professional communication skills.
Education
Graduation - B.M.S
Mumbai University
St. Rocks College01.2011
H.S.C. - Financial Accounting
Mumbai University
Mumbai01.2008
S.S.C. -
Maharashtra Board
Mumbai01.2006
Skills
- Client relationship management
- Service excellence strategies
- Revenue generation strategies
- Team leadership
- Hospitality industry
- Guest complaint resolution
- Guest services
Languages
- English
- Hindi
- Marathi
- Gujarati
Hobbies and Interests
Keeps changing with time.
Personal Information
- Date of Birth: 05/14/91
- Gender: Male
- Nationality: Indian
- Marital Status: Married
- Religion: Dawoodi Bohra
Disclaimer
I hereby declare that the information provided above is accurate to the best of my knowledge, and I take full responsibility for the correctness of the details mentioned.
Timeline
AVP - Client Relationship Manager
Sanctum Wealth Management
01.2024 - Current
Manager - Client Relationship Manager
Citibank N.A.
05.2017 - 12.2023
Guest Relationship Manager
IHCL - Indian Hotels Company Limited
02.2014 - 02.2017
Guest Relationship Assistant Manager
IHCL - Indian Hotels Company Limited
04.2012 - 01.2014
Front Office Executive
IHCL - Indian Hotels Company Limited
02.2011 - 03.2012
Graduation - B.M.S
Mumbai University
H.S.C. - Financial Accounting
Mumbai University
S.S.C. -
Maharashtra Board
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