Asset Manager
The one
مجموع سنوات الخبرة :11 years, 9 أشهر
Monitor Financial and Operational Performance of Hotels and commercial properties, managed by TFGAM
•Analyse actual performance versus budget and prior years, overlook budget approval process
•Benchmark versus comparable properties
•Review of rolling forecasts and business on-the-books
•Report (Quarterly/Semi-annual & Annual) property performance and returns to stakeholders
•Monitor effectiveness of revenue capture and cost control
•Monitor all charges from the management company
•Monitor sales and marketing activities
•Monitor guest and staff satisfaction surveys
•Monitor channel delivery and cost per booking by channel
•Monitor balance sheet and working capital requirements.
•Monitor market rate, occupancy and RevPar trends
•Monitor key demand generators by market
•Monitor planned supply additions
•Monitor refurbishment and expansion activity at competitor properties
•Monitor physical condition and anticipated capital expenditure requirements
•Ensure owner's interests are fully safeguarded by preserving consultants and advisers on property matters as required
•Review and advice upon all contracts with third parties on owner's behalf, particularly in regard to leases and material contracts
•Monitor all refurbishment and expansion activity on owner's behalf
•Advise on initial selection and appointment of management/franchise company
•Monitor on-going performance and contractual compliance
•Scrutinise all charges for contractual compliance
•Evaluate system delivery, CRS performance, web performance and overall strengths and weaknesses
•Conduct annual reviews in comparison with initial investment objectives
•Estimate market value and evaluate alternative strategies, such as further investment or expansion versus continued ownership
•Monitor comparable sales activity and trends in asset financing
•Ensure the condition of structure is well maintained and manage all coordination related to technical and structural issues with the Contractors.
•Responsible for acquiring building Insurances.
•Responsible for all STRATA related work like service charge calculations, budgeting, regular building inspections and maintenance.
Affirm TFG Asset Management’s products and services to all Owners who visit Dubai. Personally, meet TFG Owners in Asset Management’s portfolio (including properties in or approaching handover) with the objective to protect, sustain and grow the business
•Manage an individual portfolio of Owners to deliver TFG product where handover has taken place, acting as “Individual Account Manager”.
•Manage an individual portfolio of Owners to handover new projects.
•Provide specialist support services to VIP and Ambassador Owners.
•Support Owner Relations Team and Collections by meeting Owners on site and advising of TFG Asset Management’s service and quality standards.
•Identify and escalate “special cases” to Asset Manager.
•Facilitate the collection of fees for Services.
•Obtains the signature of Owners as and when required.
•Liaise between Owners and Relevant Teams to facilitate Owner stays.
•Support Handover of projects from construction through to opening to operation of Management Scheme (hotel apartments, furnished residencies, commercial property management).
•Review, prepare, populate and issue contracts to Owners.
•Answer Owners’ queries about contracts in a professional and knowledgeable manner.
•Understand when to escalate Owners queries regarding contractual matters.
•Maintain accurate and secure files of Owners data and contracts
•Support other TFG divisions and departments as required.
•Identify income stream for TFG.
•Be available to answer Owner communication outside normal office hours, evenings and weekends as and when required.
•Deal with Owners negative feedback and recover the relationship with TFG’s existing Owners to retain custom and grow business.
•Took part in special projects in addition to own workload.
Play a key role in the day to day administrational handlings of Contracts Department.
•Assist the Sales Department with project reservation forms.
•Place purchased units on hold.
•Register sold units on ARGO system.
•Ensure that the appropriate personnel are mentioned on each deal.
•Collect cash for sold units and prepare receipts for clients.
•Update and send out
Ensure the smooth Operation of Administration Department.
•Play a key role in the day to day administrational handlings of Valuations and Research.
•Monitor the performance of administrative staff duty handling
•Monitor staff quality and service levels.
•Monthly review sessions with each member of administration updating them of their performances.
•Maintain staff (administration) KPIs, quarterly.
•Play as the first point of contact for inter-departmental communications, banks and other walk-in clients.
•Maintain gleaming relation with banks/clients by improvising good customer service skills
•Ensure the proper Issuance of reference numbers, Invoice/Receipt request and Report generations.
•Responsible for the collection of outstanding payments from the clients.
•Handle the Purchase Requirements for the department and accordingly ensure the payments are made on time.
•Responsible for the safe handling of all the departmental assets.
•Responsible for day to day keying in of the Valuations information and their filing in right order.
•Maintain personal folders for each staff member.
•Update the folders with the leave forms, claims, performance reviews etc on a timely basis.
•Formulate ways of cost cutting for the department.
•Organise monthly departmental lunches for the staff.
•Ensure to maintain quality at all times by reminding the Valuers of the Turn Around Time (TAT) of each job.
•Maintain the overtime of staff and update them of their lieu day allowance on a monthly basis.
•Maintain records of the lieu day claims of staff.
•Play a key role in business development for the department and organisation.
Contact Centre
Key Responsibilities
•Handle the floor and answer to all the CCR queries.
•Follow up with the escalations within the departments.
•Handle all escalated calls.
•Train all new staff on process and system.
•Monitor staff call quality and service levels.
•Ensure that the Contact Centre Service Level target is met.
•Hold weekly meetings within the department and ensure MOM is passed over to staff management.
•To assist the CC Officer in his daily tasks.
•Make CC performance reports (daily, weekly and monthly).
•Assist walk-in customers with regards to purchases and queries.
•Update the staff of all new NBC ventures and projects.
•Assist the management in testing and implementation of software.
•One-One and performance reviews with the staff on a monthly basis.
•Coaching and counselling staff with their needs and issues.
•Maintain personnel records of the staff.
•Help CC Officer prepare monthly rotas.
•Maintain the log-in and log-out times of the staff.
•Maintain the leaves and holiday schedules of the staff.
•Prepare the Yearly leave planner for the Contact Centre.
•Ensure that the Grooming Standards are maintained by the staff.
•Order stationary for the staff on a weekly basis.
Help people book in within the chain of Hotels.
•Handle group (small) bookings.
•Try and up sell the rooms whenever possible while taking care of client requests.
•Issue pro-forma invoices to the bookings to be pre-paid and ensure that the payment is received before date by chasing them when necessary.
•Call all the 14 BHRC (British Hotels Reservation Centre) terminals and update them of the room availabilities.
•Check the Central e-mail system and forward the e-mails to the appropriate hotels.
•Ensure that the guest receives an immediate confirmation for the booking made.
•Ensure that all the required correspondence (fax/email) is forwarded to the precise hotel whenever a booking is made.
•Keep a strict eye on the availabilities of all the hotels and suggest them with the closeouts.
•Help the individual hotel staff (evening) to book out to other hotels within the chain when necessary.
•Update the closeouts, rates or any relevant changes in the websites maintained by the chain.
•Ensure the validity of credit cards (for group bookings) and filing the correspondence accordingly.
•Load new contracts and update the old renewed contracts in the system.
Train all the new front office staff with the system and duties to be performed
•Ensure that these procedures are strictly adhered to
•Allocate rooms as chartered and try to up sell the rooms if possible while taking care of their requests made.
•Check the reception floats when required to, on each shift.
•Post all charges to the correct department on guest account.
•Issue and administer cash floats where necessary.
•Bank the money at the end of each shift.
•Ensure that the guest is being served following the company’s Front Office procedures at all times.
•Keep a check on the in house guests’ bills and issue credit limit letters to whoever required.
•Deal with guest complains if any and speak to the guests personally and make sure he is attended to with.
•Provide the guests with accurate information at all times.
•To be polite, courteous and efficient at all times.
Train all the new Front Office staff with the telephone manners and the Switchboard staff with the above and also
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