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نُقدّر رأيكِ

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تم إلغاء حظر المستخدم بنجاح
فيروز سالم, CRM - Executive (Client Relationship Management)

فيروز سالم

CRM - Executive (Client Relationship Management)·DAMAC Properties – Real Estate

الإمارات العربية المتحدة

بكالوريوس, Tourism

الخبرة العملية

مجموع سنوات الخبرة: 6 سنوات, 3 أشهر

CRM - Executive (Client Relationship Management)

ديسمبر 2014 - يناير 2016

DAMAC Properties – Real Estate

دبي، الإمارات العربية المتحدة

ديسمبر 2014 - يناير 2016

- Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
- Provide quality service and support in a variety of areas including, but not limited to: billing, placing print orders, and system troubleshooting.
- Troubleshoot customer issues over the phone
- Use automated information systems to analyze the customer’s situation
- Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
- Responsible for compiling and generating reports as they relate to customer service surveys

مجال الشركة:
العقارات
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Guest Relations Supervisor

مارس 2013 - ديسمبر 2014

Sofitel Dubai Jumeirah Beach

دبي، الإمارات العربية المتحدة

مارس 2013 - ديسمبر 2014

Handle any problem or complaints quickly and in a professional manner.
-Be able to assist in any area of the Front Office during busy periods to ensure a smooth operation and a good standard of guest services.
- Participate with the front desk team to maximize the hotel revenue by up selling the rooms from garden view to higher room category and by promoting the hotel a la carte restaurants.
- Ensure all the brand service standards are being applied in the front desk, food and beverage outlets and housekeeping.
- Communicate with the department heads and supervisory levels when required to
Facilitate the guest request and to solve any complain.

- Responsible for the Trip Advisor and the guest satisfaction survey of Sofitel (Olakala)
- Maintain the product knowledge with all the front desk team through the daily briefing.

مجال الشركة:
الضيافة والسكن
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Front Desk Supervisor

ديسمبر 2011 - مارس 2013

InterContinental Doha The City- Qatar

الدوحة، قطر

ديسمبر 2011 - مارس 2013

Provide guests with outstanding guest service, efficient and effective registration and billing services in a professional, friendly manner
- Execution of front desk selling strategies through up selling, bucket checks, and income auditing
- Managing the daily operations of the front desk, the preparation for the arrival to ensure a smooth & fast check in
- Handling the due out rooms
- provide hotel clerks with necessary training and support.
- Maintain all essential front desk equipment and supplies are available & working properly
- Maintain the communication through the Logbook & System’s traces
- Handling the guest requests & complains in a professional manner by communicate with the concerned departments (H.K, F&B or ENG) with following up to ensure that the requests have been done, In addition to the curtsey call to ensure the guest satisfaction
- Assigning the rooms for the next day arrival with attention to the special requests such as smoking, non smoking, connecting rooms..etc
- Assisting the Front Desk Manager/Front Office Manager by overseeing the responsibilities of the Front Desk staff.
- Issues safety deposit boxes to guests when requested.
- Checks AM and PM discrepancy reports.
- Maintain the product knowledge with all the front desk team through the daily briefing

مجال الشركة:
الضيافة والسكن
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Guest relations supervisor

نوفمبر 2009 - نوفمبر 2011

Sofitel Taba Heights ( 5 Stars Resort, Accor Company)

مصر

نوفمبر 2009 - نوفمبر 2011

- Handling guest complaints
- Room inspection
- Promote trip advisor reviews
- Collecting guest comments daily to ensure the guest satisfaction
- Assistance to the front desk in the check in & check out during the busy time to ensure the smoothy operation
- Check the vip aminities daily
- Daily reports to all head departement about the guest comments
- Helping to upsell the rooms, A la carte restaurants and the other facilities in the hotel
- Special check in for the vip's and special groups
- Pay more attention to the honeymooner and anniversray guests

مجال الشركة:
الضيافة والسكن
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

التعليم

Faculty of Tourism & hotels, Alexandria university, Egypt

يونيو 2008

يونيو 2008

بكالوريوس، Tourism

مصر

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