Team leader
BLS International
Total years of experience :2 years, 5 Months
I was assigned to be in BLS South Africa offices to increase value added services revenue (VAS) and train staff on selling skills. Also to identify challenges in operations.
Tasks undertaken :
Adequate training for staff on selling skills.
Periodic evaluation of leaders on their KPI (Key Performance Indicators).
Motivate teams with incentives and targets.
Create completion among the teams.
Competitive rates for all VAS to encourage more people to use it.
Adding more services like EDS (Express Delivery Service).
Carrying out the efficient operation of the Reception function in accordance with Hotel standards and company policy.
•Performing efficiently as a general cashier as detailed in the Front Office SOP’s.
•Booking reservations for direct and walk in guests.
•Liaising with Housekeeping to ensure an efficient supply of rooms.
•Providing an efficient and friendly check-in according to company directives.
•Accepting cash, approved credit cards, traveler's cheques and foreign currency following set Guide lines and polices laid out in the company directives and FO SOP’s
Responsible to handle 9 centers throughout the northern emirates of UAE.
•Directly responsible for all aspects of the day to day operations of Indian Passport and Visa Section.
•Visiting corporate and individual clients for promoting and marketing ‘Premium Lounge Services’.
•Achieve monthly sales target for the ‘Premium Lounge Services’.
•Inspecting branches via phone and frequent visits to the branches for quality and training.
•Follow up on rejected applications from Indian consulate and solving the issues.
•Arranging and chairing weekly team meetings, focusing on targets & achievements.
•Direct, coordinate and monitor activities involving sales of value added services provided.
•To manage the day to day planning, operations & problem-solving of a team of agents to meet with the required service level components, standard & targets.
•Handle petty cash, floats and expenses; and to reimburse the bill after approval.
•Responsible to make decisions on any matters relating to improving revenue generation & customer satisfaction with regards to the call handling & call centre processes.
•Manage regional staffs in terms of grooming, customer care, training and performance.
•Analyze the individual performance of each team member and motivated them to perform even better.
•Training existing staffs and new staff according to updates and instructions given from Indian consulate.
•To develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents
•Circulate the news updates from the Embassy as well from Management to the Sub-ordinates.
•Work within a busy office environment; and support office teams in order to ensure the smooth running of day-to-day activities.
Liaising with customers for any inquiry related to passport and visa services.
•Verifying the documents for the passport and visa application.
•Assisting customers with information in relation to the documents required for applying passport and visa.
•Handling queries and applications for Attestation of Indian Documents.
•Submitting the passport & visa application received on daily basis to the Consulate for further verification and procedures.
•Maintaining Day to Day Cash Transactions.
•Collecting passport bundles from all the Dubai and northern emirates centres of BLS office.
•Out scanning the applications and handing over the date to the Consulate.
•Assisting the Supervisor in day to day work.
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