Ahmed Abdel Azim

Managing the structure and function of the Executive Administration, nursing, security, and all direct customer contact departments. Supports the group Director across all areas of responsibility including: governance, Board matters, project management, and internal communications. Also serve a key role in developing and implementing strategic initiatives. as well as Provides direction between group Director office and overall planning, organizational structure, including reviewing and endorsing the capital and operating budgets to promote growth in volumes, optimal operating efficiency, and improvement of financial performance, setting and driving goals and timelines, developing implementation plans and ensuring project execution. Provides strategic guidance to all administrative departments on business requests, including but not limited to (front office, hospitality, security, case management) departments.

- Improve customer service experience, create engaged customers and facilitate organic growth.
- Take ownership of customer’s issues and follow problems through to resolution.
- Set a clear mission and deploy strategies focused towards that mission.
- Develop service procedures, policies and standards.
- Keep accurate records and document customer service actions and discussions.
- Analyze statistics and compile accurate reports.
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Keep ahead of industry’s developments and apply best practices to areas of improvement.
- Control resources and utilize assets to achieve qualitative and quantitative targets.
- Adhere to and manage the approved budget.
- Maintain an orderly workflow according to priorities.
- Measuring customer’s retention, acquisition, regain and loss.
- Tracking source of business and market codes and segmentations.

- Ensure and provide flawless, upscale, professional and high class guest service experiences.
- Analyze customer feedback and provide strategic direction to continuously improve overall rating.
- Respond to guests needs and anticipate their unstated ones.
- Expect and react promptly to guests’ requirements and inquires.
- Actively listen and resolve guests’ complaints.
- Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc.).
- Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery.
- Promote all amenities, conveniences and programs offered.
- Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to.
- Appraise team’s performance and produce reports.
- Examine activities logbook, assign tasks appropriately and implement control schedule daily.

* Check In/ Out Guests.
* Prepare next day Arrivals.
* Follow up the Binding Issues.
* Facilitate shift responsibility for the Reception Team.
* Manage Filing system.

Sales Rep