Abubaker Ibrahim

Carried out day to day responsibilities of receiving inbound calls from all over the world (mainly from the Middle East) to help customers seeking hotels reservations. Participated in increasing Sales Revenue.
Served both Arabic and English speaking customers.
Participated in increasing customer satisfactions with the service we offer.
Participated in training and coaching our new staff to ease transition for new employees.
Consistently met and exceeded department target for productivity such as Sales Confirmation Rate and Average Daily Rate and accuracy levels.
Developed promotional loyalty programs such as Rewards Club and Ambassador membership to optimize revenue levels.
Took part of Future Leader Program in which I successfully managed the activities of team members as well as monitored programs to maximize customer satisfaction
Raised an average of $ 1.7 millions of sales annually for nearly 5 years and helped our company to achieve $ 2 billions for the year of 2014

We are in charge of three five star hotels with 1036 rooms and suites, 12 fine dining restaurants and Albadia Golf Club. I'm in charge of running the daily operations along with a team of 14 agents. Our aim is maximise the sales revenue by achieving and exceeding targets and focusing on the main channels of reservations such as whole sales, travel agencies, corporate and individuals. My responsibilities include:
Manage and coach a team consists of 9 agents and 3 specialists, aiming to maximizing revenue by selling our 3 five star properties and Albadia golf club.
Always proactive in improving new sales styles and techniques for my agents to be able to take control in any sale process.
Train and coach my team members to be professional in handling our customers, as our location and luxury makes us a destination to various type of customers, such as VIPs, celebrities and corporate groups.
Work closely with our front office department and ensure smooth check in/out process to increase our customers satisfaction level.
Liaise with other departments especially sales and revenue departments by assisting in launching new promotional sales, and ease feeding the outputs to my team.
Take part in recruiting new employees in our department and able to assess the skills needed in our team.
Insure company standards and policies applied at all times.
Carry out a performance management system and try to update it with new and effective actions to suit every individual in my team

Was responsible of training department in terms of personnel, learning tools and information sources. liaised with operation department by preparing on-job trainers and workers. Measured performance and progress and acted accordingly. Participated in increasing job performance and quality among workers and trainers.
Did on-site job training and increased the health and safety awareness around the workers.
Have a full knowledge of health and safety rule.
Did FSTS(Front-line Supervisor Training School) and it, s a management training for three weeks.