Heba Refaey

• Handling 86 store all over Kuwait, in addition to overseas store
• Providing continual and various Coaching/ Training to store managers and staff to ensure full understanding and implementation of Alshaya Standards, Procedures, and needful skills "Including new joiners inductions"
• Monitoring and evaluating front liners performance
• Recognition and Rewarding to exceptional stores, managers and staff
• Monitoring mystery Shopper and "Voice of customer" programs, in terms to scoring, training and feedback evaluation
• Issuing monthly, quarterly reports (service reports, brand level reports...Etc", to clarify brands/ stores performance, scoring, improvement opportunities and strength factors

Serve customers by providing merchandise; supervising staff.
• Completes store operational requirements by scheduling and assigning employees; following up on work results.
• Recruiting, selecting, orienting, and training employees.
• Maintain store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.
• Achieve financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Identify current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.
• Ensure availability of merchandise and services by approving contracts; maintaining inventories.
• Secure merchandise by implementing security systems and measures.
• Determine marketing strategy changes by reviewing operating and financial statements and departmental sales records. (Reason to Move on: Over Seas Opportunity)

 Performs following duties in connection with purchase as well as sale of merchandise to aid Buyers
 Verifies quantity quality of stock received from manufacturer
 Approves advertising copy for newspaper
 Inspects exchanged or refunded merchandise
 Display and train staff for high customer service standards, customer's preferences, and also handling purchasing problems and customers objections
 Familiarize customers with what suit them more "Style, Budget, Occasion...Etc", and educate them about fashion tips / styles that is most convenient to them.

Responsibilities: "Off job training for New Managers and Junior Staff for soft skills as:
 Telephone Skills and Business Etiquette
 Fire Fighting & Safety
 Handling complains
 Monitoring Staff performance
 Welfare Management
 Self development, Conflict Management
 Professional image and professional awareness
 Time Management and Tasks Prioritization
 First aid and life saving first response

Maintaining the company's high standards and meeting the customers high expectations
 Providing safe, healthy and hygienic work environment for passengers and colleagues
 Maintaining high and strict grooming standards
 Training and assisting new joiners on job nature and product knowledge and first aid as a part time trainer in emirates airlines training college
 Monitoring aircraft's and passengers security checks and regulations
 Monitoring staff performance
 Rendering first aid whenever required
 Up selling for the company duty free service
 Initiate problem solving skills, between passengers or colleagues
 Anticipating and dealing with all emergencies expected (with passengers or the aircraft)

Leading a team of \[F&B Coordinators, Outlet Managers, Hostesses, Waiters and waitresses
 Handling the Food and Beverage office paper work (In / Out faxes, E-mails, Store Requisitions, purchase Orders, food Menus…etc)
 Supervising the operation (All the Hotel's Restaurants and Bars)

Leading a team of Front Offices Agents, Telephone operators, reservations agents, bellmen and concierge stuff
 Front Desk and Fidelio trainer
 Handling guest Complaints and working on guest satisfaction and courtesy "Specially the VIPs"
 Following up with the reservation department on the hotel booking and occupancy
 Supervising the telephone Operator Section