Team Leader- Luxury services sales
Burj Al Arab
مجموع سنوات الخبرة :3 years, 3 أشهر
• Responsible for supervising and leading the concierge team of the World’s Most Luxurious Hotel by providing seven stars luxury services and exclusive recommendations
• Adhere luxury and personalized attention to all requests based on hotel’s standards
• Assisting the concierge manager and held responsibility in managing an internal multi-cultural team in driving and contributing in fresh-thinking and innovative ideas to ensure best services
• Selling and up-selling concierge services by establishing contact and developing relationships with hotel’s high worth clientele
• Maintain good relationship with services providers and contractors by providing support, information and guidance and ensuring the guests receive the best services
• Continuously increasing the sales potential in order to generate revenue and customer loyalty
• Official commended for highest departmental sales revenue of hotel’s recommended services contractor for nine months in a row (three quarters)
• Training and on-boarding new team members
• Offered outstanding services to VIP, incognito and high profile guests
• Managing, training and supervising bell services operations
• Preparing guests itineraries prior arrival and personally assisting the guests with any types of requests
• Permanently finding best solutions for productivity excellence and revenue generator
• Followed an extensive management training within the Rooms divisions department including: Front office operations and concierge operations, Control clerk supervisor, Rooms controller, Night audit and Hospitality specialist
• Assisted the Front office manager and supervising front desk daily operations ensuring customer satisfaction
• Up-selling of rooms by promoting the business including special packages and the customer loyalty program
• Obtain guests feedback after each departure and maximize up-selling opportunities by proposing additional future stays, events or activities
• Ensure comprehensive and up-to date knowledge of property’s unique selling points, features, amenities, services and policies
• Commended for initiative, enthusiasm, tenacity, intense customer focus and dependability in performance evaluations and customer service feedback
• Training and supervising the team and on-boarding new team members
• Ensuring customer satisfaction in dealing with complaints, emergencies, special situations
• Coordinated rooms allocations, group arrivals and special requests
• Planned the work schedule for the entire front office department
• Ensured hotel’s night operations including running the audit, guests incidents and reports
• Updated corporate accounts, end of the month reports, weekly and monthly group reports
• Valuable team member, trained to work in every Front office position including: Front desk, Concierge department, Executive lounge concierge, Guest services representative, Guest relations and Duty manager
• Management training and leadership development roles
• Overall handled the front desk including : check-in, check-out procedures, pre-registering and blocking rooms for reservations, cashier related functions, posting charges to guest accounts, raising paid-out, currency exchange
• Assisting the duty manager in ensuring the smooth and efficient overall day-to-day operations including dealing with customer complaints and comments
• Oversaw the bell desk and the concierge operations
• Provided excellent customer service as per hotel standards and assist in situations to ensure customer satisfaction
• Dealt with VIP customer from arrival to departure ensuring a smooth stay, all their needs to be exceeded and keep their loyalty
• Assisted and supervised the executive lounge staff in daily operations including guests personal and business-related needs and also ensuring smooth operations of Food and beverage services for loyalty program clients
• Developed as a valued team member within the Food and beverage department as a trainee
• Followed a training within two restaurants of the hotel including breakfast, lunch and dinner services
• Ensure smooth daily operations within the service
• Administered and managed cash handling responsibilities
• Keep records of all reservations, number of covers and regular guests’ preferences
• Fulfilled guests requests including dietary requirements, special requests in timely manner
• Supervise, enhance and develop the food and beverage operations within the restaurant in order to maintain the highest level oh hygiene and cleanliness
• Ensure that food and beverage are provided in a prompt, efficient and courteous manner
• Ensure that an adequate supply of operational equipment is available, clean and in good condition
• Provide daily and monthly reports (breakage, consumption, complaints)
• Identify problems and suggest changes in methods and procedures
