Help Desk Supervisor/Customer Service Manager
Khidmah LLC - Integrated Facilities Management
Total years of experience :15 years, 9 Months
*Leading a highest level personalized Facilities Management Help Desk for King Abdulaziz
Center for World Culture (ITHRA) to achieve the clients and customers’ satisfaction.
*Ensuring inbound calls answered promptly in a positive, professional and cheerful manner.
*Monitoring the calls assigned to the agents to assure the quality of service and provide
necessary feedback to improve agent’s performance and recognize excellent service.
*Analyzing the various parts of a problem properly and develop logical solutions.
*Updating the existing customer database with contact information and status of each
request to maintain all customer interactions in CRM database.
* Attending to the escalated calls from the agents to ensure the customer's satisfaction.
* Liaising with other departments to ensure customer requests are addressed within the
time frames provided to the customer and bring any issues to the attention of the
Contracts Manager to find a proper resolution.
Logging of all work incidents and escalate to client and Management.
* Developing and training of the Help Desk team to build a positive work environment.
*Ensuring the department Key performance indicators are being accomplished.
*Implementing successfully multiple CAFM systems (Maximo, SAP CRM, SAP C4C, FSI).
*Monitoring the created service tickets and ensuring its completion as per the SLA.
• Managing the Front Desk Operation of 2504 Rooms ( 4 Royal Villas, 200 Executive Rooms, 1300 Studio Rooms, 1000 Standard Rooms) for the residential village of Ma’aden Infrastructure Company.
• Ensuring the smooth running of the department according to the local and international SOPs to guarantee the guest satisfaction at all times.
• Greeting all the guests and escorting the VIP and repeated guests.
• Participating in the development of a multinational team by preparing and conducting the required training topics to enhance their knowledge to achieve the guest satisfaction.
• Providing support to the recruitment department by helping them finding the best talents.
• Ensuring targets, objectives and KPI’s are met.
• Performing several assigned responsibilities in accordance with the set policies, procedures and processes.
• Overseeing all day to day activities and handling the guest complaints to ensure guest satisfaction.
• Ensuring proficient communication with the various internal departments.
• Participating in the quality audits for the ISO 9001:2008 to ensure the effectiveness of the departments.
• Managing all the property departments and services during the absence of the operations manager, attending the daily meetings with the clients to ensure their satisfaction about the delivered service such as Catering, Housekeeping, Maintenance, Community Service, Waste Management, Transportation, I.T, Procurement, Laundry and Administration.
• Translating all the needed documents from Arabic to English and vice versa.
• Supervising and assisting in the smooth running of the front office department according to the local and international SOPs ensuring guest satisfaction at all times.
• Leading the F.O Team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue and promoting Inter-hotel sales and in-house facilities to achieve the highest level of service.
• Participate in the training and development of the Front Office Associates.
• Be able to identify and resolve Guests problems and complaints.
• Assuring that all Front Office receptionists are continually updated of hotel rates, packages and discounts to appropriately handle guest inquiries.
• Develop knowledge about the repeated guests and their special requests and needs.
• Coordination of the Moevenpick Circle M loyalty program and related trainings.
Building a system in order to increase the sales of the Circle M cards between
the Front Office and Food & Beverage departments in order to achieve the target.
• Provide professional focused service to our guests, ensuring their stay will be a memorable experience.
• Ensure guests are personally greeted by name, if known and escorted to their room to make them feel expected and welcomed.
• Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information to respond to guest queries.
• Demonstrate a complete understanding of the hotel's policies, procedures and service standards and have full knowledge of the hotel facilities and happenings.
• Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels.
• Conducting the night auditing for the front office, preparing the reports for the F.O.M and the department heads.
Task Force Assignment during the busy Ramadan Season to support my sister hotel colleagues in handling the various massive Groups checks in & out.
• Knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedure and events.
• Take initiative through empowerment to ensure complete guest satisfaction
• Be fully aware of safety and emergency procedures.
• Handle mail and messages properly and on confidential basis.
• Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using “Guest Ware Program”.
• Assist a fellow associates in their Job to ensure that all are done on time.