Executive - Leisure Travel
Apollo Flight Centre
Total years of experience :18 years, 3 Months
AFC Holidays offers a wide array of services and packages to clients who wanted to have their travel a hassle-free experience. From tickets, visa processing, tours & packages, to customized trips, AFC Holidays is the first company in UAE to have started the escourted group tours in 2011 offering affordable trips to clients who wanted to travel abroad with an all-inclusive package and an expert guide.
As Executive - Leisure travel, major responsibility includes:
• Offers, discuss, and explain the different tour packages to walk-ins, phone & web enquiries, and other means;
• Checks the needs and requirements of an individual, group, or family and suit them to our travel packages. And suggesting also places that are best and fitting to their group;
• Provides excellent after-sales customer service (pre and post departure) from checking the pre-booking requirements, booking proper, payment procedure, visa requirements, and other enquiries prior and after booking should be addressed / handled by the Leisure Travel Executive;
• Uses CRM to manage all the leads assigned and organize all clients’ information in one file.
• Regularly checks all his/her clients after every trip to build loyalty and trust of existing clients and make them come back to book again for another holiday package.
Promoted to the post as Leasing Manager (LM), responsibilities include:
• Leasing out of available spaces, do negotiations to potential/prospect tenants or exhibitors by scouting new and exciting concepts to bring inside the mall;
• Sends out offer sheets / proposals to prospect tenants. These concepts are carefully chosen to meet the needs of our market and have the best tenant mix possible that will attract consumers in the area;
• Conceptualization, development and creation of strategies, policies, projects, and procedures that will increase and maximize tenant occupancy of the mall;
• Overseeing the administration aspect in leasing documents / billings;
• Integration of sales and marketing functions in order to ensure improvement of the performance of tenants, tenancy and leasing operations for the purpose of actualizing target rental income budget (prepared also by LM and approved by top management) and planned occupancy level;
• Also prepares memorandums regarding tenant requests and other concerns for upper / top management approval.
In less than a year, I was able to close the following negotiations (major highlights only):
LONG TERM TENANTS:
Smart Condominium - showroom (realty) 2) Plains & Prints - fashion / apparel 3. Mom’s - food / dining 4) Abrillo Furniture (2 units) - specialty shop 5) Oh So Playhouse (2 units) - specialty shop 6) ResToeRun - fashion / apparel 7) Skinstation - beauty / wellness 8) Adidas - relocation (fashion / apparel) 9) Funtime - relocation (amusement) 10) Quantum - relocation (amusement) 11) Alberto - relocation (shoes) 12) Bingo Gallery - relocation (amusement)
SHORT TERM TENANTS:
1)Firefly Mobile - mobile phones 2) Beauche International - beauty / wellness 3) Famous Belgian Waffle - food / dining under counter category 4) Sunnies by Charlie - fashion / apparel 5) Krispy Kreme - food / dining under counter category
EXHIBITORS:
1) One Town One Product Store 2) Mardoney’s 3) DTI - Kahimunan Festival 4) Krispy Kreme 5) Speed Master - Go Kart (partial negotiation; first Go Kart in Mindanao Region)
The Tenant Relations Officer is the front line and the face of the Mall Management as he/she handles all tenant concerns (either through phone, personal, or e-mail) and forwarding concerns to the right department including but not limited to customer complaints against any of the mall tenants and affiliates.
Administrative role:
• Answers phone calls and queries of tenants / customers including emails and reception area;
• Effective filing of tenant documents;
• Prepares all business correspondence (memorandums / letters / e-mails) from mall management to the tenants regarding policies/orientations/meetings/any concerns pertaining to the mall & other operational concerns (safety/security/marketing & sale events) approved by the Mall Manager;
• Schedules and conducts orientations and meetings with the tenants (records minutes of meeting);
• Assists incoming / existing/outgoing tenants on pre-construction procedures/construction phase/pre-opening process / operational/pre-egress procedures in order to have a smooth transition;
• Monitors existing / operational tenant’s requirements such as business and other relevant governmental permits on a monthly basis;
• Monitors tenant’s insurance (Fire & Third Party Liability) on a monthly basis and making sure their insurance are up-to-date;
• Assists / monitors exhibits (orientation of house rules/rental payments prior to display, set-up).
• Prepares requests to FAS (Fixed assets and Supplies Department) for the needed supplies / stationery needed by the Operations department;
• Checks invoice / bills charged to the mall by mall contractors / suppliers, and input charges that are billed to the tenants through the SAP system.
Accounts management:
• Monitoring of tenant accounts on a monthly basis such as making sure that the tenants is up to date with regard to their monthly rental payments, and endorsing those accounts that are likely to be included in the list of overdue accounts to accounts receivable / legal department;
• Sends notices / reminders to tenants with missed payments and by making follow-ups (through phone calls/meetings/another notice) to settle their accounts.
Property management:
• Daily mall rounds e.g. checking mall and tenants areas on cleanliness / safety / security / visual merchandise display / repairs);
• Acts as Building Administration Officer (BAO/Engineer) and / or the Key Custodian on leave / rest day who oversees building / office maintenance and cleanliness.
Career highlight:
• As the TRO for six (6) years, one of my legacies is the “Tenant Awards” where we recognize the top performers among all percentage tenants and other special awardees. This event has been created to motivate tenants to do better each and every year and serve as inspiration to other tenant employees as well.
• Handles 8-15 Outbound Call Representatives
• Supervises the floor e.g. checking attendance, discipline agents
• Monitoring/Coaching of agents to continuously improve their sales performance
• Prepares Weekly Sales / Attendance Report for each agents sales performance
• Do Verification of Sales/Take Calls when the need arises
• Evaluates new accounts
• Trains new agents (product knowledge, role playing, and test dial)
• One of the Pioneering Call Representatives of Tradetelle Corp.
• Do outbound sales and surveys to foreign countries(US, UK & New Zealand)
• Hard selling, make appointment calls, surveys, lead generation
• One of the selected agents to do test dial whenever there’s a new account