Masih Shadkam
London
Summary
Senior hospitality leader with 12+ years’ experience in luxury, lifestyle, and internationally branded hotels. Proven in leading multi-department operations, delivering 5-star guest experiences, and driving strong commercial outcomes. Hands-on, guest-facing, and financially disciplined. Experienced partner to General Managers and owners, with a strong people-first leadership approach and long-term commitment to the UK market.
Overview
15
15
years of professional experience
1
1
Certification
Work History
General Manager
Absolute Scuba Bali Dive Resort
09.2022 - 10.2025
- Full responsibility for day-to-day operations of a 34-key lifestyle resort with restaurant, bar, spa, dive center, transport services, and engineering.
- Complete P&L accountability including budgeting, forecasting, cash flow, and cost control.
- Led and developed a 45-person multicultural team; embedded service standards and performance culture.
- Acted as senior guest-facing leader, managing VIPs, escalated issues, and online reputation.
- Ensured full compliance with health & safety, licensing, and operational standards.
Hotel & Residential Operations Manager
Regency Tower Hotel Apartments
05.2020 - 08.2022
- Oversaw operations of a 74-unit serviced apartment property across 21 floors.
- Managed Front Office, Housekeeping, Maintenance, Security, and Guest Services.
- Controlled annual turnover exceeding MYR 5M with responsibility for budgets and cost control.
- Improved efficiency, compliance, and guest satisfaction through process standardisation.
HR & Operations Manager
Kumpulan Naga Chartered Accountants
06.2016 - 04.2020
- Led HR and operational functions for 100+ employees across multiple business units.
- Designed recruitment, onboarding, performance management, and training frameworks.
- Supported senior leadership with workforce planning and compliance.
Guest Relations Manager
Parsian Evin Hotel
06.2013 - 09.2015
- Managed guest feedback processes to enhance customer satisfaction and loyalty.
- Developed training programs for staff to improve service efficiency and engagement.
- Analyzed guest surveys and reviews to identify areas for operational improvement.
- Implemented strategies to resolve guest complaints effectively, fostering a welcoming environment.
Guest Relations Officer / Assistant Manager
Crowne Plaza (IHG)
08.2010 - 01.2013
- Resolved guest inquiries and complaints promptly, ensuring positive experiences during stays.
- Coordinated with housekeeping and maintenance teams to address guest needs effectively.
Education
MA - Human Resource Development
Universiti Teknologi Malaysia
BA - Tourism Management
UCTI
Kuala LumpurBA - Commercial Translation
University of Miras Danesh
TehranSkills
- Full-service hotel operations: Rooms, Front Office, Housekeeping, F&B, Spa, Engineering, Security
- 5-star and lifestyle brand standards and service delivery
- P&L ownership, budgeting, forecasting, cost and margin control
- Guest experience strategy, VIP handling, complaint resolution
- Recruitment, training, performance management, retention
- Health & safety, licensing, and statutory compliance
- Collaboration with Sales & Marketing to maximise revenue
LANGUAGES
English (Fluent)
Persian (Fluent)
Bahasa Malaysia (Conversational)
Certification
- Management 3.0 (Agile Organisation & Strategic HR)
- Finance for Non-Financial Managers
- PADI Advanced Open Water Diver
- Yoga Teacher Training
Accomplishments
• Led operational and commercial turnaround, increasing seasonal turnover from IDR 800M to sustained IDR 2.2B+ through pricing strategy, service redesign, and cost control.
• Tripled F&B revenue through menu engineering, supplier renegotiation, and team capability building.
• Improved Booking.com guest scores from 7.8 to 8.3 by elevating service standards and guest engagement.
• Achieved zero staff turnover during peak trading while improving service charge distribution.
Timeline
General Manager
Absolute Scuba Bali Dive Resort
09.2022 - 10.2025
Hotel & Residential Operations Manager
Regency Tower Hotel Apartments
05.2020 - 08.2022
HR & Operations Manager
Kumpulan Naga Chartered Accountants
06.2016 - 04.2020
Guest Relations Manager
Parsian Evin Hotel
06.2013 - 09.2015
Guest Relations Officer / Assistant Manager
Crowne Plaza (IHG)
08.2010 - 01.2013
BA - Tourism Management
UCTI
BA - Commercial Translation
University of Miras Danesh
MA - Human Resource Development
Universiti Teknologi Malaysia