Customer Service Mgr. & Soft Skills Trainer
SLC
Total des années d'expérience :33 years, 4 Mois
- Maintaining the administration job as listed below on Office Manager Positions
- Collect & Customize Training materials covering different Topics.
- Conduct successful training Sessions with numbers of attendees could goes up to 70 employees.
- Maintain training records of the staff & analyze their evaluation forms of the training.
- Set standards of hospitality quality, corresponding procedures & SOP to achieve targets.
- Liaise with the Operations Department to build a team environment between areas in order for better cross training and support to be provided as needed.
- Assist in planning and managing the departmental day-to-day
- To hold regular performance appraisals with all management staffs, identifying areas for development and training needs and ensuring that this training is affected.
- Build up & sustain a consistent image of the Department reflecting the club's profile.
- Implement and develop the Community’s Health and Safety policy and practice across the Club to ensure compliance with food safety, environmental health and safety regulations, including annually reviewed risk assessments and regular fire safety checks.
- Oversee all aspects of a banquet or event, including set-up, menu selection.
- Develop a customer service & guest relations standard for the entire organization & train the team on how to apply this standard.
- Lead & supervise a team of customer service & PGR staff to meet the club's vision.
- Set tasks, targets, & SOPs for the PGR Department & supervising the implementations.
- Develop customer service procedures, policies for the POS facilities and coordinate with other managers to discuss possible improvements to customer service.
- Investigate and solve customers’ problems and complaints & provide trainings to help staff to achieve the customer satisfaction.
- In charge of developing all front desks operation and standards.
- Ensure a consistent developed image
- Establish and maintain quantity and quality standards
• Performing all Secretarial jobs to the CEO (Diary Management / Flight arrangements / taking meeting minutes / Filling Management / Internet correspondences / Correspondences (letters, reports and memorandums emanating from the CEO and/or word processing all correspondence may be composed or compiled on the basis of personal knowledge of the subject matter, as instructed in accordance with precedent, direct mail to other staff members for their action) / telephone calls screening and making proper referrals; prepare material and make arrangements for meetings as required etc
• Following up on the submission of all the action plans / reports requested from all the departments.
• Coordinating work assignment.
• Take and transcribe notes, type and maintain office records.
• Performs purchasing tasks for the office, preparing and typing requisitions, and maintaining records of purchases.
• Performs personnel tasks for the department such as maintaining personnel files, timesheets, and traces.
• Answers general inquiries from the public and other County staff
• May co-coordinating work assignments.
• Performing all Secretarial jobs to the SVP (Diary Management / Flight arrangements / taking meeting minutes / Filling Management / Internet correspondences / Correspondences (letters, reports and memorandums emanating from the SVP and/or word processing all correspondence may be composed or compiled on the basis of personal knowledge of the subject matter, as instructed in accordance with precedent, direct mail to other staff members for their action) / telephone calls screening and making proper referrals; prepare material and make arrangements for meetings as required etc
• Following up on the submission of all the action plans / reports requested from all the departments.
• Promote sister hotels’ activities within VIP whom are dealing with my office.
• Coordinating work assignment.
• Take and transcribe notes, type and maintain office records.
• Performs purchasing tasks for the office, preparing and typing requisitions, and maintaining records of purchases.
• Performs personnel tasks for the department such as maintaining personnel files, timesheets, and traces.
• Answers general inquiries from the public and other County staff regarding departmental policies, practice and procedures.
• May co-coordinating work assignments.
• Monitoring, analysing & discussing the reason behind scores on the “Guest Satisfaction Surveys”
• Maintain regular & different training programs for the team members upon to work needs.
• Conduct daily one to one short trainings to revise & refresh the team knowledge.
• Solving guests’ problems & register any complaints or comments to channel it to the concerned department to take the corrective action.
• Delegating responsibilities to Customer Service Team members & to supervise the work flow.
• Interacting with guests during their stay to promote and sell the hotel outlets and services and to get guests feedback.
• Logging down all guests comments, complaints, and to follow up on pending requests to ensure guests satisfaction.
• Interviewing candidates.
• Being fully aware of hotel policy, procedures & standards, all emergency procedures in case of fire, bomb threat etc...
• Reviewing VIP profiles for the expected arrival guests, block their suites and make the necessary & extending VIP treatment.
• Meet, greet & escort VIPs upon arrival whether they are attending events or if they are guests’ in house (Royal family, Presidents, Ministers etc.) and follow all the required protocol.
• Handling hotel orientation and FAM Trips to open new accounts.
• Arranging for the cocktail reception if it is applied on the hotel policy.
• Being fully aware of the hotel products, services ¤t in-house events.
• Maintaining good & professional appearance & grooming for all team members.
• Checking the events held on daily basis.
• Acting on behalf of the General Manager during his absence and taking quick decisions if necessary.
• Performing daily inspection tours in/out the Hotel, check the outlets, and security gates etc.. to ensure that things are up to standard
Preparing incident Reports or Hiccup reports and apply the reasonable compensation according to hotel policy if it is needed & handling emergency cases like death and accidents etc. and apply the procedures.
• Meet, greet & escort VIPs upon arrival (Royal family, Presidents, Ministers etc.) and follow all the required protocol.
• Reviewing VIP profiles for the expected arrival guests, block their suites and make the necessary & extending VIP treatment.
• Keep good connection with the high profiles who are in charge of the delegations.
• Maintaining a perfect condition for the Conference Hall.
• Monitoring, analysing & discussing the reason behind scores on the “Guest Satisfaction Surveys”
• Maintain regular & different training programs for the team members upon to work needs.
• Conduct daily one to one short trainings to revise & refresh the team knowledge.
• Solving guests’ problems & register any complaints or comments to channel it to the concerned department to take the corrective action.
• Delegating responsibilities to Customer Service Team members & to supervise the work flow.
• Interacting with guests during their stay to promote and sell the hotel outlets and services and to get guests feedback.
• Logging down all guests comments, complaints, and to follow up on pending requests to ensure guests satisfaction.
• Interviewing candidates.
• Being fully aware of hotel policy, procedures & standards, all emergency procedures in case of fire, bomb threat etc...
• Handling hotel orientation and FAM Trips to open new accounts.
• Arranging for the cocktail reception
• Being fully aware of the hotel products, services ¤t in-house events.
• Maintaining good & professional appearance & grooming for all team members.
• Checking the events held on daily basis.
• Acting on behalf of the General Manager during his absence and taking quick decisions if necessary.
• Performing daily inspection tours in/out the Hotel, to ensure that things are up to standard
• Preparing incident Reports or Hiccup reports and apply the reasonable compensation according to hotel policy if it is needed & handling emergency cases like death and accidents etc. and apply the procedures.
• Covering all secretarial work as listed before in addition to pre-opening duties (e.g. snag lists, choosing materials and fabrics for the hotel furniture, handling some purchasing orders, being responsible about the petty cash and some staff expenses, etc., )
• In Charge of Customer Service department after the hotel opening
Key Responsibilities
- Coordinating with Accounts for lease agreements, purchase orders, Client Acceptance Forms, Invoicing and receipt of payments
- Liaising with Purchaser to ensure constant supply of pantry items & disposables
- Coordinating with IT department and Accounts
Operations
- Point of contact for maintenance issues
- Responsible for reporting of problems and follow up
- Preparing reports for the purpose of asset management and implementing new technologies to assist with this process
- Checking and addressing issues with regards to major work on going in the company.
- Preparing snag lists in order to maintain a high standard in the company.
- Booking & arranging courier pickup and deliveries
- Arranging repairs / maintenance of office equipment / coffee machines
- Co-ordinating with IT for any new programs required.
Administration
- All Secretarial work as listed above
- Providing training for employees as required (training for office assistants & Secretaries)
- Preparing forms, quotations
- Preparing letters to clients/suppliers on behalf of the CEO & General Manager
- Assisting in promoting the company products.
Handling guests' checking in & checking out
Making sure that my cashier has no shortage or extra charges
Maintaining the in house reports
Coordinating with different departments regarding guests' requests
Handling telephone calls
Meeting VIPs
Handling hotel keys inventory
Handling guests orientations
In addition to many other responsibilities was shown during the operation
