Guest Services Agent
Etihad Airways
Total years of experience :12 years, 5 Months
Meeting and greeting passengers and offering them help.
• Managing escalated client enquiries with exceptional professionalism.
• Increased positive customer service reviews by offering friendly, helpful and informative customer service.
• Supervising the Lost and found team and training them.
Increased positive customer service reviews by offering friendly, helpful and informative customer service.
•Supervising the Lost and found team and training them.
•Creating, suspending and closing AHLs, OHDs and DPRs using WTW.
•Monitoring the files compliance, to be according to EY standards
•Following up on lost baggage and trying to locate them by communication with different stations.
•Creating and designing all sorts of documentation required by airport authorities
•Check in and customer service at the check-in counter and gate using Sabre system.
• Following up with all the departments that all the arrangements are
in place.
• Making hotel reservation, transportation and catering arrangements
for crew and passengers.
• Approaching hotel's sales managers and signing contracts after
negotiating the rates and benefits.
• Answering emailed, telephoned and in-person requests for service
and information.
• Set up business contracts, obtained signatures and processed
paperwork.
• Sourced vendors and suppliers for business needs and negotiated
terms for optimum service delivery.
• Attended conventions to represent organization, gather information
and help build new partnerships.
Establishing good relationship with travel agencies and approaching new clients
•Handling objections and complains
•Arranging for events and incentives
•Identifying new and creative ways to increase the sale and locating new places to introduce the product's presence
•Representing the company in events and meetings.
Customer Service and counter Check In agent for several Airlines such as: KLM, IBERIA, CYPRUS, AUSTRIAN, SWISS International Airlines, DELTA Airlines, AEROFLOT, and THOMAS COOK
•Resolve passengers' complaints or answer passengers' questions regarding policies and procedures
•Supervising staff in different activities from Check-in to boarding
•Observe all activities to be in compliance with customer airlines requirements and regulations
•Assisting in new staff training
•Maintain records pertaining to inventory, personnel, orders, supplies or machine maintenance
•Establishing good working relations with airport agencies, authorities, and airlines
•Minimizing disruption and resolving irregularities
•Assisting to assign staff duties and manage roster