Ancillary services supervisor
WebBeds
Total years of experience :14 years, 2 Months
▪ Managing ancillary services product project.
▪ Identifying and establishing new business opportunities with destination
management companies in various regions globally.
▪ Analysing the market needs and sourcing new services in specific destinations based on the identified needs.
▪ Facilitating Juniper software (Travel specific software) development.
▪ Defining Business Process Design and testing of new features and functionalities
introduced as part of the project.
▪ Creation of work instructions and training documentation.
▪ Training contracted suppliers to utilize the Juniper software and enabling them to manage new contract cooperation.
▪ Review, approve and set up the mark up for all the loaded services and transfers.
▪ Marketing campaign for all the newly added products.
▪ Supervise and coordinate activities of colleagues, subordinates and suppliers engaged in product development.
▪ Monitoring all confirmed bookings.
▪ Managing General Sales Agents (GSA) operational team.
▪ Embracing an inspiring team environment with an open communication culture
(weekly & daily catch up)
▪ Setting clear team goals.
▪ Recognizing high performance team members and reward accomplishments.
▪ Weekly operational update calls with GSA managers & Direct clients.
▪ Delegating tasks and setting completion due dates to the team members.
▪ Listening to team members’ feedback and resolve any issues or conflicts.
▪ Encouraging creativity and risk-taking
▪ Monitoring the team follow up files.
▪ Identifying training needs and provide continuous coaching to team and colleagues.
▪ Loss management with each Market Manager, identifying root causes and implementing solutions to prevent the same to happen in future.
▪ Dealing with occurring travel problems, complaints and refunds.
▪ Generating monthly GSA operation reports for the director of sales.
▪ Managing GSAs empowerment project.
▪ Organizing team building activities.
▪ Answering all inquiries ensuring that every customer is served in an efficient, thorough and courteous manner.
▪ Coordinating with Sourcing Department, hotels and suppliers to solve on spot booking issues.
▪ Completing calls or transactions in a manner that maintains quality and quantity.
▪ Handling direct & suppliers Relocation.
▪ Taking care of the high value bookings.
▪ Monitoring group bookings.
▪ Managed WebBeds Cairo office operations team training (2015 - 2017)
▪ Identifying and establishing new business market.
▪ Supervising and coordinating activities of subordinates in managing reservations.
▪ Monitoring all confirmed bookings.
▪ Cooperating with the contracting manager to achieve the assigned target and finding the best destination with competitive rates.
▪ Assisting accounts for invoicing the correct statements to each client. ▪ Managing Reservation Team performance.
▪ Assisting accounts for invoicing the correct statements to each client.
Front desk activities.
Accurate completion of all billing requests.
Ensuring the safety and well-being of our guests and colleagues by maintaining knowledge of crisis and emergency procedures.
Managing guest curtsey calls and meetings.
Managing VIP guests’ rooms inspections and arrangements.
Performing food and beverage duties at the Club Intercontinental Lounge.
Supervising the Club Intercontinental Lounge.
Guest experience departmental trainer.
Discovering training needs and providing coaching.
Weekly reception training for guest experience team.
. Responsible for check in and out of guests.
.Providing courteous and efficient telephone services including accurate message taking.
• Answering guest inquiries regarding rates, special packages, and general information accurately and in a timely manner.
• Accurate completion of all special billing requests, room service
• Creating reservations via telephone, correspondence and in person.
• Data entry of tour group reservations and convention rooming lists.
• Responsible for a cash float.
• Ensuring the safety and well-being of our guests and co-workers by maintaining knowledge of crisis and emergency procedures.
-Ability to cover HIS & Operator in shortage times.
• Working shifts as business levels dictate.
. Responsible for check in and out of guests.
.Providing courteous and efficient telephone services including accurate message taking.
• Covering as a Night shift Supervisor for February & March 2010 .
• Collecting & maintaining information on the hotel and surrounding area.
- Responsible for Long Stay Guest courtesy calls (Call / Meeting )
- VIP reservations Arrangement and reviewing.
- Fairmont President Club (FPC) Champion (Enrollment & Check in ).
- Reservation Repeated Guest Reviewing.
- News Paper Reviewing.
- Late Check Out Report per day .
• Answering guest inquiries regarding rates, special packages, and general information accurately and in a timely manner.
• Accurate completion of all special billing requests, room service
• Creating reservations via telephone, correspondence and in person.
• Data entry of tour group reservations and convention rooming lists.
• Responsible for a cash float.
• Group / Lay over Check in & Check out .
• Handling guest complaints and reducing them .
• Performing general office duties.
• Ensuring the safety and well-being of our guests and co-workers by maintaining knowledge of crisis and emergency procedures.
• Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction.
• Working shifts as business levels dictate.
winner: Employee of the month for 2 consecutive months Feb. & March 2009 .
Collecting & maintaining information on the hotel and surrounding area;
. Answering guest request, reservation in cinemas, bars, banquets, outlets,
. Airlines ticket confirmation and time schedule boarding issues, changing fees .
. Working on maps and explaining to the guest how to deal with the new environment .
.Tours managements and arrangements .
• Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction;
• Working shifts as business levels dictate.