Owner Privilege Department Manager
The First Group
Total years of experience :19 years, 6 months
Providing a productive and motivating working environment.
- Delivering a comprehensive service to enquiring customers.
- Developing effective customer service procedures to generate more leads and new sales
opportunities.
- Create effective customer service procedures, policies, and standards.
- Delegating certain customer enquiries to team members and other department’s teams.
- Managing a large number of incoming calls and emails.
- Managing VIP and ambassadors customers’ accounts.
- Determines customer service requirements by maintaining contact with customers
- Keeping a record of customer interaction and details of actions taken through CRM and internal
records system.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady
basis.
- Identifies customer service trends and determines system improvements.
- Set KPI standards to the team members to increase the individual target and results.
- Communicating and liaising with different teams’ managers to discuss new sales opportunities
and the time to time plan.
- Accomplishes information systems and organization mission by completing related results as
needed.
- Resolves problems and disseminates advisories and warnings.
- Plans, monitors, appraises, and reviews job contributions of others.
- Updates job knowledge by participating in educational opportunities, maintaining personal
networks, and participating in professional organizations.
- Improves customer service quality results by studying, evaluating, and re-designing processes
and establishing and communicating service metrics and monitoring and analyzing results.
- Reporting back on results to Vice President of Owner Services.
- Co-planner for the department strategy and objectives (long/ short term)
- Designing and implementing the work plan for MENA team.
- Designing and creating weekly and monthly reports for the department director
- Leading the department MENA team achieving the Department goals and objectives.
- Assisting the department manager and the department director providing more tools for work development.
- Leading MENA team to achieve the Department monthly targets.
- Specialized in dealing with VIP MENA/ Non MENA customers especially the company ambassadors.
- Sorting out all the challenges facing the department and department employees.
- Leading team members by setting the example and one to one coaching.
- Maintain the business relationship with clients for more sales and reloads opportunities.
- Make sure that all team members are up to date with all tools and knowledge through making regular training and manuals for more convenient work environment.
- Reporting to Vice President of Owner Services.
- Represent The First Group as Hotels Developer in the Region.
- Propose goals and objectives for each property as Certified Property Manager.
- Working as a front line Customer Service for all owners.
- Responsible for answering and satisfying all the requests, demands and questions by the owners and clients.
- Prepare the company Service Management Agreements for all and each unit in my portfolio, plus communicating and approaching all owners to discuss Company Service Management Agreement and other related investment documents.
- Prepare and process all the needed documents to execute Title Deeds for all the units and owners through Dubai Land Department.
- Acting as collection officer for all the needed fees regarding Title Deed and Free Hold fees.
- Sending quarterly and biannual financial and management reports to the owners who are under our Service management agreement and liaise with the Finance department for the income transfer.
- Reporting to Owner Services Manager regarding my portfolio and weekly achievements on weekly and monthly basis.
- Develop and maintain the strategic and annual asset management plans aligned with the departmental strategy and budget in consultation with Public Works where applicable.
- Develop, implement and manage mechanisms to safeguard assets.
- Work as owner’s personal consultant regarding balancing of costs, opportunities and risks against the desired performance of assets, to achieve the organizational objectives.
- Achieving my monthly and weekly Target.
- Managing all the owners Data and details through CRM system based on the daily communications and records.
- Creating and conducting all the necessary trainings for all new hired employees in Owner Services Department.
A. Egypt & Local Responsibilities:
- Developing the work strategy through establishing new work plans and increase the efficiency of the staff job tasks.
- Find new tools and methods to develop and maintain the higher level of quality in all MERF projects through research and tests.
- Training: Make the necessary arrangements for training events and teams in Egypt.
- Acting as a public relation officer for MERF inside and outside Egypt for more cooperation between MERF and other firms and organizations, plus introducing MERF to the around community to create new projects opportunity.
- All Communications and Involvement with Egypt Committee are for the sake of facilitating and improving activities and events at the Assigning of the Director.
- Dealing with all the governmental paper work in behalf of the Director.
B. Regional Responsibilities: (Middle East and Africa)
- Reviewing projects with MERF board and local MERF entities.
- Provide evaluations and recommendations.
- Coordinating with the director and local staff leaders to apply and execute the work plans and how to invent development methods.
- Acting as a site supervisor officer for undergoing and completed construction projects to make sure that the continuity of work flow and smooth short and long term operation
- Making reports and recommendations with prospected achievements and report them directly to the director. (Reports include photos and other audiovisual materials).
- Supervising all MERF Entities in all sectors and assisting them to make the ideal yearly plans and goals to work on and achieve.
- Opening new customer accounts in all Egypt governorates like Cairo - Alexandria - Sharm El Sheikh - Hurghada - Safaga - Quiser - Dahab - Ras Sudr - Marsa Matrouh - North Coast - Nweaiba and Marsa Alam.
- Opening new customer accounts in the Middle East and Gulf area.
- Establishing sales objectives by forecasting and developing annual sales quotas for regions and territories; projecting expected sales volume and profit for existing and new products.
- Enhancing staff accomplishments and competence by planning delivery of solutions; answering technical and procedural questions for less experienced team members; teaching improved processes; mentoring team members, and Building a rapport between teams to work as one team.
- Completing national sales operational requirements by scheduling and assigning employees; following up on work results.
- Make corporate deals with Hotels, Aqua Centers, dive centers and resorts.
- Marinating national sales staff by recruiting, selecting, orienting, and training employees.
- Maintaining national sales staff job results by counseling and disciplining employees; planning, monitoring, and appraising job results.
- Leading the company sales plan to achieve the highest sales target and leading the Sales and Marketing teams to achieve their planned targets.
- Creating the comfort atmosphere zone in working under my supervision.
- Excellence in motivating team work.
- Responsible for the company targets throughout my working years.
- Create and organize the company customer’s database for next years selling and Marketing plans.
- Maintaining quality service by establishing and enforcing company standards.
- Identifying product improvements or new products by remaining current on industry trends, market activities, and competitors.
- Preparing reports by collecting, analyzing, and summarizing information.
- Contributing to team effort by accomplishing related results as needed and recover any defect in the selling process till it done
- Opening new customer accounts in Sharm El Sheikh - Hurghada and handling the old accounts by updating them with our new products and prices, and solving their problems.
- Selling products by establishing contact and developing relationships with prospects; recommending solutions.
- Following-up customer's requirements and satisfaction.
- Achieving my monthly target.
- Reporting to the Sales Manager on daily basis to make sure that the sales strategy is achieved.
- Acting as a Company representative in the national and international Boat shows.
- Dealing with the VIP accounts in Hurghada and Sharm El Sheikh.
- Apply all the plans from the Marketing department and assist them to develop any creative idea to increase the sales.
- Being highly connected with all departments as a team member.
- Leading IT team to achieve the highest working performance.
- Maintain and Repair the PCs, printers, scanners and all the devices which connected to the LAN.
- Fixing and maintain all the Local Area Network problems.
- Backup, Maintain and restore data from and to the main server.
- Support any user to learn the knowledge of Windows.
- Installation and troubleshooting Hardware-Software related problems on a PC.
- Configuring PCs and Printers on a LAN / Internet.
- Install Virus Software (Virus detection and removal) on PC.
- Managing all the Active directory objects on the server.
- Maintain all the server problems and support the staff members in all technical issues.
- Teaching Computer subject to school students - preparatory and secondary grades.
- Train the Teachers on windows, internet and technical support courses.
- Teaching IT to the school teachers and students.
- Responsible for supporting the School Members (Teachers and Students) and any users in fixing and maintaining any software or hardware problems.