Executive Secretary cum Marketing Assistant
NStyle International
Total years of experience :22 years, 0 Months
• Manage and maintain executives’ appointment schedule by planning and scheduling meetings, conferences, and travel.
• Prepare invoices, reports, quotes and letter drafts.
• Assist CEO and President across all administrative requirements. Screen calls and retain a log book for record purposes.
• Assist Marketing Department in managing all aspects of social media - Facebook, Twitter, Google ads. Blog, event coordination and handling vouchers. Track collateral and own archives
● Supporting, on a day-to-day basis, the overall goals of the VP’s of PR, Marketing and Digital team with all administrative needs including travel plans, schedule, expense reports and answering phones. ● Assist with the implementation and management of a central filing system for all departmental contracts; effective tracking of renewal dates; and ensure the prompt execution of new contracts. Ensure induction for each new vendor. ● Ensuring prompt processing of all quotes/invoices against budget. ● Assist in maintenance of the brand asset management system including photography, video, collateral and clips and own the archives. ● Assist with the preparation of pre-opening and re-branding planning documents and presentations. ● Support trade shows and events that regularly occur throughout the year with invites and guest lists, reservations and rooming lists, and transportation requirements. Other events as needed. ● Own the collateral and gift library, ensuring all materials are up to date and global stocks are in place
Generate and optimize revenue by effectively following the set selling strategies through revenue management. Practice and promote the desired work culture around the four core values. ● Exercises proper selling, up-selling, cross selling and suggestive selling technique in order to maximize property revenue via phone and online chat. ● Handle guest queries, requests and complaints related to reservations in a polite and efficient manner. Seeks guidance from Team Leader or / Assistant Managers to minimize customer dissatisfaction. ● Record and process reservations made by phone/fax/email/letters/Website/GDS and CRS, ensuring response within 24 hours of receipt. ● Ensures accurate input of reservations details in the hotel property management system (OPERA/CHAMELEON).
Responsible for delivering positive customer experience. Interact with guests to provide information, handle hotel billing issues, and resolve complaints. ● Compose clear and concise correspondence as requested or required. Copy, route, and file appropriate documents in an accurate and timely manner. ● Reviews customer content from social sites as provided by the listening platform and take appropriate action according to internal guidelines or company policies. ● Provide observations and trends in customer conversation within social media sites. ● Keep up to date with key Social Media trends, including risk analysis work.
● Book and modify reservations for guests through the chat line. ● Assists guest by providing basic hotel information. ● Educate and assist guests in navigating and using the website. ● Determine possible website errors and report them to our web developers for proper handling.
Handled in-bound customer calls for booking, changing, and cancelling reservations. ● Drove increased revenues through up-selling and cross-selling, and delivering exceptional customer service. ● Must be able to follow sell strategy as determined by revenue management; listen and communicate effectively with a wide range of callers; close the sale; and input detailed information into the property management system, accurately and efficiently.
Dealing with calls politely, courteously, professionally and assertively. ● Operate a computer terminal and be familiar with all the system function. ● Understanding the customer’s needs through effective listening and questioning skills. Ensures quality, adherence, productivity and efficiency to meet department standard.