A professional with experience in the hospitality industry, I have worked in city hotel, suites and resorts. I have a proven track record of developing new business and motivating a team to consistently exceed targets. Influential communicator able to guide cohesive teams toward shared goals and advancement. Personable and approachable; enjoys meeting and talking with different people. Recognizes and resolves problems quickly and efficiently to foster positive relationships with guests to promote customer satisfaction and loyalty.
o An outgoing and cheerful personality
o A diplomatic and polite manner
o Seven years’ experience in customer service both face to face and phone based
o Strong business development capabilities with the local market experience
o Experience developing sales and marketing collateral
o Active toastmaster’s public speaker
o Computer literacy and Hotel systems experience like Opera , Fidelio, Epitome and Sky Horizon
o The ability to deal with difficult situations and sensitive issues
February 2018 – Present . Sales Coordinator
Souq Waqif Boutique Hotels, Doha Qatar
o Produces reports based on the sales of employees in the sales department
o Meets with people in other departments to help promote product
o Trains new employees to make sure they meet various guidelines
o Creates new and innovative ideas to sell product
o Responds to any inquiries from the consumer
o Evaluates the performance of salespeople
o Hires and fires sales team members when necessary
o Reads and evaluates sales reports
o Meets monthly sales goals as provided by management
o Makes sure that sales orders are delivered in a timely fashion and according to the desires of customers
o Settles upon delivery dates and times with other departments to make sure that the consumer interaction is of the utmost of professionalism
o Makes presentations to management which explain how to meet sales goals and talk about any new innovative ideas that management may have
o Has the ability to read any and all financial documents, especially cash flow statements and general ledgers
o Assists the marketing department in new marketing campaigns
o Makes sales goals and assists other members of the sales department in meeting them
March 2017 – January 2018 . Reservations Supervisor
Souq Waqif Boutique Hotels, Doha Qatar
o Provide assistance to everyday sales reservation executive and develop and evaluate sales calls and provide efficient training program to staff to ensure smooth working.
o Coordinate with front desk and ensure response to all special guest requests and make all reservations appropriately for all guests.
o Collaborate with reservation sales associate to resolve all guest issues and recommend appropriate measures where required and process all electronic reservations and ensure accuracy in same.
o Administer productivity of staff and ensure achievement of all departmental goals and oversee all reservation activities for facility.
o Maintain record of all bookings and maintain accuracy in same and ensure compliance to all guest demands and manage all enquiries and provide response within required timeframe.
o Monitor hotel inventory and provide training to staff for all reservation activities and ensure courteous manner from guests and employees.
o Develop and maintain professional relationships with all departments of hotel and manage all communication with staff and prepare statistical reports.
o Manage everyday CRO reservations and ensure timely process for same and execute an efficient incentive program on quarterly basis and participate in all hotel planning meetings.
o Supervise schedule of all call volume and collaborate with convention services on everyday basis.
October 2016 – February 2017 . Own Business
3D PRINTING is the sweetest thing in the hands of the Yummy Yummy Candy Factory whose technology is a world confectionary first for customers, creating quirky on-the-spot selfies, greeting cards and edible gifts
o Planned and directed all functions of the company – Enforced strong leadership skills to ensure efficient/effective utilization of corporate resources
o Established and integrated the functional strategies of the company utilizing business expertise to reach financial/operational goals and objectives
o Maintain and strengthen a large portfolio of clients
o Coach, mentor and motivate sales team
o Manage sales budgets and set targets
October 2014 – August 2016 . Guest Relations Executive
Banyan Tree Ras Al Khaimah Beach Resort, U.A.E
o Welcome guests during check-in and giving a fond farewell to guest while checkout.
o Handling guest complaints and concerns in an efficient and timely manner.
o Overseeing VIP guests, arrivals and departures.
o Should possess detailed information about the Hotel, city as well as the competition.
o Providing excellent customer service as per hotel standards.
o Greeting guests as they enter and exit the hotel.
o Providing information regarding the Hotel, town attractions, activities etc.
o Check on VIP reservations, complete their pre-registration formalities.
o Retained a particularly irate hotel patron (providing an annual business of $30,000) by employing exceptional customer service measures.
o Increased patronage by 44% by suggesting free offers of spa services with every reservation.
o Trained 14 guest relations officers in 2 years for successful placement in the hotel’s branches.
o Decreased check-in time by 50% by implementing an in villa check-in system for the hotel’s patrons.
March 2014 – September 2014 . Customer Relations Executive
Fraser Suites Seef Bahrain. Manama, Bahrain
o Maintain up-to date information on room rates, current promotions, offers and packages
o Maintain all guest folios in the manner instructed and type out necessary guest likes and dislikes to the appropriate fields on the profile.
o Co-ordinate with housekeeping for clearing of rooms.
o Collect Guest feedback during guest departure along with his likes and dislikes.
o Perform basic cashier activities as and when required.
o Give proper and complete handover to the next shift
o Adhere to strict staff grooming and hygiene standards.
o Resolved customer complaints by identifying problems and taking appropriate corrective action – Resulted in 50% increase in department’s efficiency.
o Participated in a booklet writing on appropriate responses to customers’ questions as part of the training manual used as part of the new employee training process
o Improved the efficiency of customer service department 20% by providing both training for new hires and setting up training materials.
October 2010 – February 2014 . Evason Ma’in Six Senses Butler
Ma’in Madaba, Jordan
o supervise the activities of kitchen and housekeeping staff
o Proactively greet all guests with special attention to VIP guests
o Supervise room service and food and beverage operations for guests
o Assist customers with their demands and problems
o Arrange for personal services such as haircuts, manicures and massage
o 2005 – 2009 Yarmouk University, Irbid , Jordan
Bachelor of Marketing – majoring in Marketing & International Business
o 2003 Tunb Secondary school, Ras Al Khaima , U.A.E
HOBBIES & INTERESTS
I have driving license from 3 different countries:
Jordan Bahrain, and U.A.E .
Referees will be provided upon request