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Customer-focused professional with over 6 years experience in Customer Service. History of success in de-escalating customer issues, enhancing customer experiences and satisfaction, and uniting teams to deliver exceptional service. Looking to take next career step in customer service and leadership with a company committed to elevating customer travel experiences
Front Office / Guest Relations Supervisor
Gateway Hotel Dubai - Dubai, United Arab EmiratesFront Office receptionFebruary 2018 - Now · 11 months
Lead and direct the team to ensure the smooth operation of Front Desk functions. Participates in training of all Front Desk associates Checks guests in and out of the hotel; Performing daily Front Desk Agent duties Meets guest requests as per the arrivals list; Follows up with guests who have not yet checked out of the hotel Monitors the registration against in-house guests; Maintain smooth operation of the front desk Ensure all duties are completed in a timely and organized manner. (i.e. VIP list, arrivals, blocking rooms, in-house bucket); communicates information to the associated departments Resolve guest and associate complaints and issues Communicate clearly with Duty Manager of daily regime at the Front Desk Understanding the need and willingness to work in other related departments during peak periods as required Maintain professional business confidentiality as required. Ensures duties on task list are completed; perform other related duties as required Post charges to Guests and handle card and cash transactions. Prepare operational and financial records for Manager’s review. Assist in hiring and training associates in front office duties. Evaluate the performance of associates and provide appropriate feedback
Guest Relations Supervisor
IMG Worlds of Adventure - Dubai, United Arab EmiratesFront Office receptionJuly 2017 - January 2018 · 7 months
Guided and directed Guest Relations team towards achieving operational goals Ensured that Guest Relations team has excellent communication, problem solving and professional phone etiquette skills for achieving Guest’s satisfaction Ensured that Guest complaints are resolved in a professional manner Provided supervision and technical assistance to Guest Relations team to attain departmental and organizational goals Hired and trained Guest Relations staff to deliver high class customer service Determined work procedures, work schedules, and workflow for Guest Relations staff Performed annual reviews, appraisals and performance management reviews for the Guest Relations staff Ensured that the Guest’s calls are handled and answered in a timely and accurate fashion Developed standard procedures and policies for improving the service provided to Guests. Conducted meetings with Managers to discuss about process improvements and issues Maintained in-depth working knowledge of the company’s brands, systems and processes Monitored business and process metrics to measure and manage customer service effectiveness. Educated Guests about organization’s products or services Maintained communication with Guests via emails, phone calls, mails, etc. Prepared documentation and reports on routine customer correspondence for future reference purpose.
Guest Relations Supervisor
Intercontinental Hotel Group - Dubai, United Arab EmiratesFront Office receptionJanuary 2013 - June 2015 · 2 years and 6 months
Daily reviews of assignments, priorities , business status, items as well as Daily VIP’s and Site Visits Maintained awareness of VIP Guests In-house , Repeat VIP Guests and VIP Arrivals Communicated with all the departments pertaining to VIP Arrivals, Special VIP requests and any charges especially Front Office, Room Service, House Keeping, Engineering and Other Department Managers Completed Daily HOTSOS entries for Show Rooms and VIP rooms to ensure all work orders for maintenance repairs as well as cleanliness are submitted to Engineering, House Keeping and Ensure tasks are followed up Assigned Crew rooms daily and handled the registration process Worked closely with the House keeping department to ensure accurate status of each VIP Room, Readiness of room for check in and to report guest concerns Updated hotel packages, Local negotiated Accounts, Long stay and High rate Guest Reservations to ensure reservation accuracy and proper follow up Consistently monitored daily Priority Club Arrivals to ensure levels are quoted accordingly Completed daily VIP Amenities report, distributed reports to designated personnel and worked with room service to ensure amenities are delivered Completed VIP Reservations (At least 3 days out) based on available Recourses ( History, Profile Notes, Guest Contact Information, Sales, Director of Front Office , Executive Office) Accordingly with proper room assignment, comments, traces, alerts, colors, Preferences and routing to ensure reservation accuracy Accommodated Room changes expediently and communicated such changes to appropriate personnel Monitored VIP Arrivals, welcomed VIP Guests and Escorted them when applicable Handled guest complaints independently, went above and beyond ( Within Reason) , Completed follow up by following the Hotel Procedures and Ensuring Guest Satisfaction Assisted VIP Guests as Required with , but not limited to, Theater/Airline/Rail Tickets / Restaurants and Transport Reservations Ensured Proper Training within the department , assigned and directed work with the approval of the director of Front Office Overviews and coordinated the Hotel Status Was Responsible for coordinating Q rooms with the appropriate departments during the day In Absence of the Room Coordinator, Took over their responsibilities and controlled room blocking and balanced room category over bookings
Bank Teller / Relationship Officer Operations Department
Sarova Group of Hotels - Nairobi, KenyaCustomer ServiceOctober 2010 - December 2012 · 2 years and 3 months
Processing customer deposits, withdrawals, and payments. Supporting the bank sales team by identifying customer needs and then promoting current offers to them. Referring customers with financial problems to credit department for assistance. Controlling and monitoring the levels of cash in the teller drawer and following all check cashing and cash handling procedures. Dealing tactfully and efficiently with demanding customers. Adhering to all bank security, audit, and compliance requirements. Cross selling bank services. Reporting any suspicious customer activity to bank managers. Accurately receiving, counting and distributing cash. Selling financial services. Assisting with bank branch audits. Writing reports and correspondence on matters related to customer accounts. Making small talk with customers whilst they are being served. Opening new customer accounts.
Certificate in Computer and Graphics Applications
Kiwan Computer College - Nairobi, KenyaMay 2010 - December 2010
Bachelor of Commerce – Accounting Option
Jomo Kenyatta University of Agriculture and Technology - Nairobi, KenyaJanuary 2008 - July 2011
Diploma in Business Administration
Orbit School of Business Studies - Nairobi, KenyaJanuary 2008 - December 2008
EnglishNative or fluent100%
- CUSTOMER SERVICE / COMMUNICATION