ACCOUNT ASSOCIATE
iQor Philippines
Total years of experience :17 years, 11 Months
ESS - Order Entry / Sales
• Receive and process incoming ORDERS for materials, merchandise, classified ads, or services such as repairs, installations, or rental of facilities. Duties include informing customers of receipt, prices, shipping dates, and delays; preparing contracts; and handling complaints.
• Respond to customer inquiries (via telephone, email, chat, social media and other mediums according to assigned team requirements)
• Answering Inbound calls, providing product information and selling our well-known communication/home entertainment client’s channels, content packages and Internet/Home Phone services to prospective customers
• Meeting or exceeding the client’s Key Performance Indicators and guidelines in addition to company policies and procedures (including daily weekly and monthly sales targets and Net Promoter customer satisfaction objectives)
• Must maintain an acceptable level of performance week over week, month over month
• Must be capable of working in a high energy, high pressure, fun professional environment that is focused on delivering exceptional sales results and high customer satisfaction
• Provide exceptional service to customers during each interaction
• Address all customer concerns and inquiries
• Engage customers in discovery dialogue designed to determine their needs and best programming, product or service selection
• Adhere to all company guidelines regarding the delivery of sales to customers
• Escalate problematic customer issues to management according to standard operating procedures
• Properly document each customer interaction according to company standard operating procedures
• Maintain an excellent on-time attendance record (schedule adherence)
• Adhere to company quality assurance guidelines and standard operating procedures
• Act with the highest levels of integrity and professionalism in each customer interaction
Buy / Sales
JOB PROFILE:
• Respond to customer inquiries (via telephone, email, chat, social media and other mediums according to assigned team requirements)
• Answering Inbound calls, providing product information and selling our well-known communication/home entertainment client’s channels, content packages and Internet/Home Phone services to prospective customers
• Meeting or exceeding the client’s Key Performance Indicators and guidelines in addition to company policies and procedures (including daily weekly and monthly sales targets and Net Promoter customer satisfaction objectives)
• Must maintain an acceptable level of performance week over week, month over month
• Must be capable of working in a high energy, high pressure, fun professional environment that is focused on delivering exceptional sales results and high customer satisfaction
• Provide exceptional service to customers during each interaction
• Address all customer concerns and inquiries
• Engage customers in discovery dialogue designed to determine their needs and best programming, product or service selection
• Adhere to all company guidelines regarding the delivery of sales to customers
• Escalate problematic customer issues to management according to standard operating procedures
• Properly document each customer interaction according to company standard operating procedures
• Maintain an excellent on-time attendance record (schedule adherence)
• Adhere to company quality assurance guidelines and standard operating procedures
• Act with the highest levels of integrity and professionalism in each customer interaction
JOB PROFILE:
• Works closely with the Operation Manager in Food & Beverage.
• Oversee the daily operations of outlet for efficient operations.
• Plan and assign daily workloads to outlet associates.
• Develop and enforce established policies and procedures.
• Establish operational strategies to meet quality and customer service standards.
• Develop marketing strategies to improve sales and profitability.
• Maintain the outlet facility clean and safe.
• Obtain customer feedbacks and recommend necessary outlet operational changes.
• Interview and hire associates for outlet operations.
• Schedule orientations and job trainings to outlet associates.
• Organize regular meetings to discuss about issues and updates.
• Analyze and resolve problems in a timely and accurate manner.
• Organize special events and entertainments to attract more customers.
• Address customer queries courteously and ensure customer satisfaction.
• Develop cost-effective operational plan to achieve outlet goals.
• Assist in cash handling activities and develop expense and revenue reports.
• Ability to manage a multicultural team and displays leadership skills.
SUMMARY:
Work includes a broad range of responsibilities as per standards such as compiling reports, furnishing information, scheduling meetings, preparing agendas, responding to correspondence and discretion in completing assignments. In addition, handle new contracts and lease execution for the existing tenants and payments. In charge of handling b.com extranet and mini site online booking engine. Responsible for assisting the Apartment manager and Hotel manager includes leading and managing all sections of the Residence Front Office department in order to ensure the highest standards. Oversee all areas of the Residence operation in the absence of Apartment manager and Hotel manager and make effective decisions by using sound judgment in guest related situations.
JOB PROFILE:
• Handling 12 Commercial Property/Shops and 186 Apartments.
• Handle online travel agents B.COM extranet and mini site online booking engine such as; (Booking.com, Agoda.com, Bookassist and DOTW).
• Reported directly to the Hotel Manager regarding monthly sales.
• Interacts with clients through organized meetings and site inspections.
• Proactively manages corporate accounts and ensures an account strategy is followed for all main accounts targeted.
• Drives business from managed accounts both from individual enquiries.
• Focuses on individual and corporate accounts.
• Manages the implementation of the apartment sales strategy to ensure all facilities and services are aligned according to budget guidelines.
• Understands the overall UAE market as well as competitors’ strengths and weaknesses, economic trends, and supply and demand.
• Uses negotiating skills and creative selling abilities to achieve set goals.
• Reviewed entire inventory lists on a daily basis to keep track of inventory flow.
• Move throughout the property to conduct site inspection.
• Maximize revenue by selling all facets of the apartment, both orally and in written form to previous, current and potential clients. And meet with and entertain clients.
• Identify sales best practices and implement process improvements to increase productivity and efficiency.
• Evaluates potential business for existing and new markets.
• Understands forecasting and month end reports and assists with these when needed.
• Builds strong relationships and loyalty with top producing clients and maintains professional integrity
• Establish relationships with prospective tenants through prospecting, referrals, email inquiries and previous client base to exceed personal and company sales goals.
• Make travel agents booking and maintain the allotment on both the opera inventory as well as the extra net. Conduct site inspection for all guests and tenants.
• To do follow up on in-house tenants to renew the lease agreements, to type and file the
new contract and to follow up on payment and clients or company signatureaccording
to the hotels policy and procedure (Leasing Procedure).
• Handling Apartment and Villa Reservation, to confirm the reservation with the client and to follow up on method of payment and contract or confirmation letter signed by the client or company according to the hotels policy and procedure (Leasing Procedure).
• Liaisewiththeowner’srepresentativeadministrationofficeforpayments, contract executionsandotherleaserelatedmatters.
• Coordinateandfollowupthetenantspaymentsanddue dates.
• Ensurecorrecthand-overofreceivedcheque’sandcashmoneytotheGeneralCashierto bedepositedtothebank.
• Accuratelyandpromptlydistributeallincomingmails, memosandinternal correspondence.
• TosubmitrequisitionforOfficeSuppliesthroughScalaonamonthlybasis.
• Ensuringthatanyconcernsorcomplaintsaredealtwithappropriately.
JOB PROFILE:
• Responsible for assisting the Front Office Manager. Leading and managing all sections of the Business Center and Guest Services in order to ensure the highest standards.
• Monitors the Front Office employees to make sure all guests receive prompt and personal recognition. Operating procedure the Business Center and Guest Services.
• Assist Front Office Manager in employee related matters such as evaluations and consulting. Supervising daily front desk activities according to the established guidelines. And managing up to 30 multicultural staffs.
• Prioritize and delegate daily work responsibilities to front desk staffs.
• Manage staffing schedules, shift changes, payrolls, and labor costs.
• Supervise the billing and cash processes to ensure compliance with company standards.
• Monitor and control expenses within the allotted budget.
• Maintain effective communication with all related departments to ensure smooth service delivery. Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels.
• Take care of guest’s personal requests such as flight re-confirmation, meeting schedules, secretarial liaising
requirements etc.
JOB PROFILE:
• Excelled in role requiring the ability to handle a variety of customer service and administrative tasks and resolve customer issues with expediency.
• Helping with training and development and Financial responsibilities.
• Understand the telephone operator board or PBX
• Provides paging services for hotel guests and employees. Knows what action to take when an emergency call is required.
• Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
• Keep records of calls placed and received by all departments and recording the call charges. Update directory information on the front office software.
JOB PROFILE:
• Outstanding experience in Hospitality and customer service
• In-depth knowledge in data evaluation, collection and interpretation
• Skilled in planning, organizing, monitoring, report development and presentation
• Proficient in MS Office Suite - Word, Excel and Power Point
• Familiarity with office equipment, telephones, copy machines, and fax machines
• Ability to communicate effectively in English, both verbally and in writing
• Strong communication, problem solving, decision making, and interpersonal skills
• Superior customer service and conflict resolution skills
• Ability to work in a fast-paced environment
JOB PROFILE:
• Running and maintaining boards; keeping the inspectors up to date with
arrivals, departure, and rush rooms and guest service equipment.
• Answering and documenting all calls into the Housekeeping office and carrying out instructions related to those calls.
• Following up on all calls within
a predetermined time frame to ensure completion.
• Be knowledgeable of the Fidelio system as it relates to Housekeeping needs
and resolve traces as needed.
• Develop and maintain all Housekeeping files.
• Train employees as needed to provide a well maintained and clean rooms.
• Set up rotational and special cleaning projects and supervise completion.
• Prepare weekly schedules and update job descriptions as required and assist
in assuring staffing and payroll controls conform to productivity standards.
• Communicates and coordinates housekeeping work with related departments
such as Front Office and Engineering.
• Maintain neat and orderly storerooms and develop a familiarity of their contents.
• Handling and maintaining Lost and Found files and inquiries and follow up as needed.
• Maintain trace file and follow up as needed on time sensitive tasks.
• Secure all keys and radios at shift change.
• Knowledge of hotel, layout, room numbers, room types, and owners units.
• Familiarity of department phone numbers and staff.
• Develop individuals for future advancement.
Provides food and beverage service during the guest’s dining experience at VIP Club Lounge.
Provides guest food and beverage service and ensures that all liquor laws and rules are enforced in the service of alcoholic beverages.
Sets up tables prior to service hours based on departmental guidelines.
Ensures timely bussing of tables removing soiled dishes, silverware and glassware, and replacing soiled table linens.
Monitors and maintains the buffet and club lounge for breakfast and evening appetizers replenishes condiments and supplies as necessary.
Performs general cleaning tasks in maintaining a professional appearance of the VIP Club Lounge and work stations at all times.
Services guests inquiries and provides information relative to the local surroundings, attractions, activities and resort facilities and offerings.
Assists with inventory maintenance and other duties as assigned.
• Using a variety of software packages, such as Microsoft Word, Outlook, PowerPoint, Excel, Access, etc.,
• To produce correspondence and documents and maintain presentations, records, spreadsheets and databases;
• Devising and maintaining office systems;
• Booking rooms and conference facilities;
• Using content management systems to maintain and update websites and internal databases;
• Attending meetings, taking minutes and keeping notes;
• Managing and maintaining budgets, as well as invoicing;
• Liaising with staff in other departments and with external contacts;
• Ordering and maintaining stationery and equipment;
• sorting and distributing incoming post and organizing and sending outgoing post;
• Liaising with colleagues and external contacts to book travel and accommodation;
• Organizing and storing paperwork, documents and computer-based information.