Member Support Officer
ACTVET
Total years of experience :19 years, 11 Months
Project: WorldSkills Abu Dhabi 2017 - International Competition.
*Before the event:
• Facilitating host communications with Member Organizations.
• Ensuing that all emails are actioned, resolved and filed accordingly
• Coordinating, preparing external and internal meetings for the member support team
• Monitoring the purchase of the packages and ensure that all packages requests are processed and confirmed.
• Liaising with the Media Team for all requests from members about their media crews bookings and registrations.
• Liaising with the Accreditation Team and Ceremonies Team for all requests from members about the accreditation and Tickets distribution.
• Liaising with the protocol department and providing them with the VIP’s bookings and special requests. (Ministers and ambassadors accompanying the teams from different countries)
• Assist the members and the visitors with the administration of invitation letters and visas applications.
• Selecting, scheduling and training the member support volunteers.
• Preparing the build-up requirement list of the Member Support Centre including space, furniture, lay -out and stationary.
*During the event (On-site):
• Collaborating with the Accreditation Team to facilitate the distribution of the passes according to the packages bought.
• Providing the Members Delegations and Teams with the information they need about the Competition and related activities & special events.
• Leading the Member Support Desk during the Opening and Closing Ceremonies.
• Assisting and liaising with the Transportation team to arrange daily transportation and airport transfer in a smooth way.
*After the event:
• Hotel bookings Reconciliation: Crosschecking the rooming lists from 30 hotels with the rooming lists provided by the Customer service provider (Hala Abu Dhabi) and the package management from WSI system.
• Updating the list of Invitation letters issued for the event with the last minutes changes and requests received on-site.
• Preparing the lesson learned from the event
• Making researches and looking for potential clients.
• Visiting and meeting potential and existing clients to build and improve business relationship.
• Resolving any complaint either about the ticketing or hotel booking and transportation
• Contacting the client to propose some destinations or packages
• Dealing with incoming email, often corresponding on behalf of the manager;
• Liaising between the public relation team and the procurement department of any potential client for any supplier/vendor registration required.
Making researches and looking for potential clients.
Building relationship with potential clients
Looking for additional programs according to the market needs.
Supervising the coordination in the hotels during the course days and looking for providing excellence service.
In charge of the registrations and listing the company with the procurement departments.
Visiting and meeting potential clients to build a business relationship.
Visiting and meeting existing clients to maintain and improve the business relationship
Checking the final course material to make sure of excellent quality.
Resolving any complains either about the training program or about the venue
Contacting the client to propose the training courses course marketing
Assisting the client in making his hotel booking and entry visa to Dubai if required
Assisting the client in making his stay and his training comfortable (Handling airline tickets,
Supervising the operation
Development, production and delivery of the training event from proposal right up to delivery.
Delivering events on time, within budget, that meet expectations.
Setting, communicating and maintaining timelines and priorities on every program.
Communicating, maintaining and developing client relationships
Managing supplier relationships such as printer, travel agencies, Hotels (accommodation and banquet) graphic designer, shipment agency
Managing operational and administrative functions to ensure training programs are delivered efficiently
Providing leadership, motivation, direction and support to the team
On-site inspections (Hotels or client premises) for set up and pre event preparation Ensuring excellent customer service and quality delivery
Devising and maintaining office systems, including data management and filing;
Arranging travel, visas and accommodation and, occasionally, travelling with the manager to take notes or dictation at meetings or to provide general assistance during presentations;
Screening phone calls, enquiries and requests, and handling them when appropriate;
Meeting and greeting visitors at all levels of seniority
Organizing and maintaining diaries and making appointments;
Dealing with incoming email, faxes and post, often corresponding on behalf of the manager;
Carrying out background research and presenting findings
Producing documents, briefing papers, reports and presentations;
Organizing and attending meetings and ensuring the manager is well prepared for meetings
Liaising with clients, suppliers and other staff
Recruiting staff
• Devising and maintaining office systems, including data management and filing;
• Arranging travel, visas and accommodation and, occasionally, travelling with the manager to take notes or dictation at meetings or to provide general assistance during presentations;
• Screening phone calls, enquiries and requests, and handling them when appropriate;
• Meeting and greeting visitors at all levels of seniority
• Organising and maintaining diaries and making appointments;
• Dealing with incoming email, faxes and post, often corresponding on behalf of the manager;
• Carrying out background research and presenting findings
• Producing documents, briefing papers, reports and presentations;
• Organising and attending meetings and ensuring the manager is well prepared for meetings
• Liaising with clients, suppliers and other staff
• Recruiting staff
I have also my own personal workload and responsibilities.:
• Following up the daily enquiries
• Supervising the coordination in the hotels during the course days and looking for providing excellence service.
• In charge of the registrations as pre-qualified vendor.
• Checking the final course material to make sure of excellent quality.
• Resolving any complains either about the training program or about the venue
• Contacting the client to propose the training courses
• Assisting the client in making his hotel booking and entry visa to Dubai if required
• Assisting the client in making his stay and his training comfortable (Handling airline tickets, reconfirmations, car rental and tourist information
• Supervising the operation
Duties & responsibilities:
• Following up the daily enquiries
• Contacting Potential Clients to discuss their organizational Training needs.
• Contacting potential clients to market the low numbers training courses
• Searching new venues and new courses based on the enquiries received and the requirement of each business.
• Supervising the coordination in the hotels during the course days and looking for providing excellence service.
• Meeting clients for development of business relations.
• Meeting new clients to discuss potential cooperation.
• In charge of the registrations as pre-qualified vendor.
• Checking the final course material to make sure of excellent quality.
• Contacting the attendees after completing their training to get their feed backs
• Resolving any complains either about the training program or about the venue
Founder Cum General Manager of Better Future Training services Ajman.
• Processing the trade license and office rental including its furniture according to the budget.
• Looking for suppliers such as hotels, travel agencies, printers, courier agencies, designer, stationary supplier...
• Building job descriptions of different positions required
• Building the organization chart
• Recruitment of staff required
• Preparing the brochure, business cards and all the necessary stationary.
• Creating the annual training plan.
• Registering the company in the procurement departments of potential clients.
• Visiting potential clients in order to build business relationship.
• Negotiating contracts with suppliers and clients
• Training the staff according to their positions.
Client Relationship Manager with GLOMACS training company
Duties & responsibilities:
• Following up the daily enquiries
• Contacting the attendees after completing their training to get their feed backs
• Resolving any complains either about the training program or about the venue
• Contacting potential clients to market the low numbers training courses
• Searching new venues and new courses based on the enquiries received
• Supervising the coordination in the hotels during the course days and looking for providing excellence service.
• Meeting clients for development of business relations.
• Meeting new clients to discuss potential cooperation.
• Checking the final course material to make sure of excellent quality.
2005 - 2010:
Events and Hotels Coordinator In Charge with GLOMACS training company
Duties & responsibilities: - Coordination with hotels:
• Negotiating contract and getting best prices for the meeting rooms and hotel rooms
• choosing the meeting rooms
• Make the set up of the meeting rooms (checking the material of the course: manual, projector…
• Checking the coffee breaks area
• Making sure that the place is comfortable
• Making hotel bookings for the participants
- Coordination with the Clients:
(Marketing + Public relations)
• Contacting the client to propose the training courses
• Providing the clients the information they require (outlines - instructor profile - location)
• Assisting the client in making his hotel booking and entry visa to Dubai if required
• Assisting the client in making his stay and his training comfortable (Handling airline tickets, reconfirmations, car rental and tourist information
• Making in-house courses proposals
• Choosing the right instructors and coordinating with them
• Following the payment from clients
• Making the feed back calls after the training course.
Duties & responsibilities: -Check in & check outs of guest
-All duties pertaining to reception & cashiering
- Room allocation and group bookings
-Monitoring guest high balance accounts
-Overview activities like functions arrival pattern
-Checking credit procedures ensure that deposits are taken when necessary and retention of passports policy requires.
-Handling group billing, FIT credit card procedures, posting transactions, special billing procedures, Ministry billing, & Travel Agents vouchers.
BUSINESS CENTER IN CHARGE / EXECUTIVE LOUNGE
- Assisting guest to access thru internet
- Typing jobs, & photocopies
- Assisting guest conducting meeting and interviews
- Handling airline tickets, reconfirmations, and bookings lost luggage, car rental and tourist information.
Teacher in the University of hotels and Tourism in Tunis Section Front office (How to give the best service and satisfy client)
• Preparing monthly/daily material, topics and outlines
• Creating activities and exercises for the students
• Programming site visits to hotels for the students for better knowledge about hospitality.
• Preparing the exams and discuss them with the exams committee.
• Making research on international techniques and update of customer service.
• Teaching student; Fidelio software 6.2 and 7.12 - front office program.
Room nights calculation (Closure of the night- % of occupancy)
Housekeeping discrepancy report
Check in / Check out techniques
Excellence in customer service, problem solving and decision-making.
• Attending monthly meeting with teachers of other subjects to liaise between the materials.
• Sitting with students to answer their questions and queries and discuss difficult cases.
Receptionist, reservation agent then manager, sales executive and then sales manager with hotel The Residence- Tunis***** (one of the leading hotels of the world)
Duties and responsibilities include:
- Representing the Hotel Management
- Receiving the VIP’s and arranges all the needs by checking their rooms, preparing amenities…etc….
- Managing and resolving guests complains.
-Carry our all-administrative duties in co-operation with FOM
-Daily checks on the VIP lists and ordering of corresponding activates.
-Process guest questionnaires and comments and provide information on the results
-Monitor the room situation on the current and following day and give the corresponding directives to team members.
-Join responsibilities for achieving the best possible hotel occupancy at the best possible room price.
-Maintain regular contact with VIP guests and all-important guests of the Organization
-Handling and organizing all the specific events with related to the organization
-Support the FOM in tasks such as appointments, employee training.
-Represent the FOM at meetings / Ensure good co-operation and regular exchange of information with departments.
-Take over interdepartmental duties such as Recreation Department, Housekeeping Department in additional covering special events and Duty Manager.
-Ensure a good working environment within the department/ Approach supervisors in confidence if and problems arise.
-Join responsibilities for updating the front office service manuals, based on all work sequences.
-Hold regular meetings such as communication meetings, operation meetings within the department.
-Supervise Team Members in order to ensure smooth, prompt and polite service based on the standards.
-Development and achievement of the hotel marketing plan and department targeted sales
-Implements all sales action plans and responsible of preparing sale report on a daily, weekly & monthly basis.
-Devising marketing plans and preparing budgets and revenue analysis
-Handling & managing accounts (Corporate and Government) / Developing new sales accounts
-Calls on pre-determined number of customers / accounts companies per day according to agreed action plans.
-Obtains a full potential analysis / complete and maintain an action plan on key arrears, key potential and other active accounts.
-Good knowledge of hotel marketing and market competition.
-Arrange and accompanies clients of FAM / site inspection trip to the hotel
-Promoting and producing sales leads for the hotel
-Responsible of Public Relations and marketing of the property
-Handling customer and guests relations through Public Relation skills and entertainment.