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I can deliver my expertise and innovative skills, while maintaining the integrity and work ethics of the working environment, thereby maintaining the reputation of the organization.
Im courteous, polite and well spoken highly efficient I have good organisational skills with good team sprit , deadline orientated and having a passion for providing the highest standards of hospitality and service to guests. Helpful and approachable but also commercially minded and having the ability to promote and maximise sales opportunities at all times. Im quick learner I can absorb new ideas, communicate clearly and effectively and also find suitable solutions to meet the needs of guests.
Im Keen to find a suitable position where I will be able to continue to increase my work experience & develop my abilities
Cluster Reservations Agent
Wyndham Dubai Marina - Dubai, United Arab EmiratesReservationsOctober 2018 - Now · 2 months
Consistently offer professional, friendly and engaging service Build rapport and establish brand loyalty through reservations process Answer telephone and email inquiries in a timely manner Determine Guest’s needs and quote the appropriate room and rate as per requirements Assist Guests regarding hotel facilities in an informative and helpful way Respond to enquiries about hotel products and services over the telephone and email, etc Book reservation with accurate information to ensure we exceed Guest’s expectations Book and enter room reservation requests using the Property Management System Update and check reservations ensuring a flawless check in and checkout process Ensure knowledge of all facilities of different Fairmont properties in UAE, services and hours of operation in order to respond confidently and effectively to inquiries Consistently demonstrate a commitment to personal Guest Service excellence and profitably through special duties as assigned Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities Liaise with Sales and other departments as required Arrange accommodation, visas and activity requirements for leisure, corporate and wholesale Guests Understand Revenue Management strategies, sell levels and sell directed rates and is able to apply these methods to offer as per available Hotel inventory Cooperate, coordinate and communicate with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated Adhere to and promote all Company Health & Safety policies and procedures to ensure a safe work environment Promote and practice a Fairmont Hotels and Resorts values of teamwork, mutual respect, integrity and empowerment among all co-workers Drive Rate and RevPar through selling the right room to the right Guest Be able to cross sell different Fairmont properties and increase cross sell conversion
Telephone Operator / Data Entry Clark
Rotana Hotel Management Corporation PJSC - Dubai, United Arab EmiratesCustomer ServiceDecember 2016 - October 2018 · 1 year and 11 months
Manage all phases of guest cycle, including reservation, check in, occupancy, and checkout. Operate telephone switchboard to answer, screen and forward calls. Encode and deliver messages to guests and management. Capitalise alphabetical and geographical directories to answer telephone queries. Assist guests with international and domestic calls, calculate and produce bills, and maintain telephone log book. Process incoming, outgoing, and emergency calls, and administer wake-up call requests. Maintain updated directory information. Control telephone operations on front office software. • Deployed Customer Relationship Management (CRM) strategies, responding to queries and resolving complaints and issues of guests to ensure satisfaction. • Within customer support role, provided best in class services to guests; received Star of the Month Award five times. • Leveraged hotel paging solution to ensure streamlined communication with guests. • Implemented talent management best practices with focus on monitoring, training, and maintaining superior telephone operator workforce. • Collaborated with top-cardinal of hotel to ensure critical decision-making during emergency situation and restore core business activities. • Assessed potential health, safety, and fire risks and hazards of hotel and compared with the existing control mechanisms.
El Mahroussa Voyage and Tourism - Setif, AlgeriaTourismNovember 2013 - August 2016 · 2 years and 10 months
Guided guests during three-hour zip line tours in compliance with company policies, procedures and technical guidelines. Maintained zip zone safety and security protocols. Provided information to guests on cultural, historical, and contemporary heritage of museums and venues of significant interest. Held accountability for upkeep and cleanliness of assigned exhibit areas. Managed and executed tour itinerary as per company operational guidelines. • Earned reputation for resolving issues and complaints of guests promptly. • Consistently scored 80 % in customer satisfaction surveys for demonstrating superior performance in customer service domain.
Oriflam - Constantine, AlgeriaSales & MarketingJanuary 2012 - March 2013 · 1 year and 3 months
Orchestrated corporate marketing and communications functions, overseeing $ budget. Administered brand management, public relations (PR), media relations, advertising, event, marketing campaigns. Created and delivered content for social media, email campaign, and marketing collateral. Collaborated with C-Level executives and marketing professionals to develop marketing strategies. Led lifecycle email campaigns targeted at interested prospects, engaged customers, and lapsed customers. Monitor Google Analytics, Facebook and Instagram insights, and YouTube statistics. • Led social media marketing campaigns to boost online presence and engage with target audience. • Envisioned and launched integrated, multi-channel email, social media, and television campaigns that boosted sales by 10 % within one year. • Conducted ongoing market research and demographic profiling with focus on identifying and harnessing market opportunities. • Designed email template, developed content, managed list growth strategies, and deployed industry best practices to optimise deliverability. • Capitalised vendor negotiation capabilities to deliver promotional events and campaigns 30% under-budget.
Master of Business Administration
MODUL University Vienna - Hospitality & Tourism Management - Vienna, AustriaDecember 2016 - April 2018
The MBA program strengthens the methodological, problem-solving, social, and management skills . The business core focuses on fundamental business knowledge, management techniques and leadership strategies. Core Courses are offered in the fields of Managing People and Organisations, Marketing and Innovation, Quantitative and Economic Analysis.
bachelor degree marketing and international trade
University farhat abas setif - Setif, AlgeriaSeptember 2012 - June 2015
ArabicNative or fluent100%
- Ability to work under pressure
- Confident and effective user of social media: Tw
- Effective communication, Negotiation
- Good working knowledge of both Microsoft Windows
- • Highly competent user of Microsoft Office
- presentation skills, Problems solving, listening
- Word, Excel, Access and PowerPoint and Opera syste