Guest Relations Executive
Burj Al Arab
مجموع سنوات الخبرة :12 years, 4 أشهر
• Improving precision, guest recognition and professionalism by performing constant trainings.
• Creativity and interaction with guests at every possible opportunity to ensure a feel of value and personal experience.
• Maintaining up selling techniques for KPI (Key Performance Indicators) quarterly evaluation.
• Ensuring participation within revenue target and forecast achievement.
• Implementation of efficient arrangement ensuring rapid and precise service.
• Helped on the achievement of the employee index and overall guests experiences KPI (quarterly) from 885 to 902.
• Experience with operating systems such as: Epicure, Opera and SevenRooms.
As Hotel Front of House I am responsible for providing a welcoming and efficient service to all hotel guests, in line with the hotel’s vision and values on customer satisfaction. I implemented several organizational systems improving work efficiency and precision. This position included verbal marketing of the area including excursions and activities being booked by guests boosting local tourism.
• I introduced, planned and organized innovative events focusing on specific target markets according to departmental needs for the Bridge Community Centre to increase sales and marketing of the organisation overall.
• Maintained and updated database of volunteers, events and sponsors. Coordinated ticket sales and tracked attendees.
• Ensuring event strategies and goals were accordingly renewed and tracked.
• Completing daily reception and admin duties such as filing and ensuring organization of bookings for various available rooms to hire. Performed various administrative support tasks for the company.
• Arranged for a block of rooms at the hotel and confirmed all reservations to ensure that any cancellations were made in time to avoid no-show charges.
• Created a site evaluation matrix that enabled potential clients to quickly compare what various facilities we had to offer against cost and requirements.
• Developed strong relationships with hotel and excursion suppliers
• Increase my knowledge of the tourism industry and the various aspects involved when arranging an itinerary for client.
• Able to adapt effortlessly to a diverse nationality working environment.
• Liaise between departments to provide support to sales activities and to assess the progress of sales activities.
• Professionalism when dealing with customers, suppliers and fellow colleagues when conducting tours and cascading detailed information.
• Close control of the budget.
• Assist in devising and implementing sales strategies and performing sales reporting and analysis.
• Follow up on all inquiries and prepare sales proposals.
• Focusing on problem based learning in a professional environment on a weekly bases ensuring creative and efficient problem solving methods.
• As a third year I was the first student to pursue a sales and marketing managerial position.
• Introduced innovative ideas with clients, customers and partners at large therefore a new marketing strategy was introduced.
• The opportunity to coordinate and involve various other departments through marketing.
Opera, SevenRooms, Micros, Epicure, Oracle Outlook, Excel, PowerPoint, Microsoft Word, Publisher Marketing, Statistics, Analysis, Economics, Accounting, Law, Strategic Management, Controlling and Evaluating Daily Operations, Human Resources Marketing and Sponsorship in Student Representative Council (SRC) All Student Africa Student Convention 2008 and 2010 Preliminary wine course by Cape Wine Academy