PA to Managing Director
Dynamic Hospitality L.L.C
Total des années d'expérience :15 years, 10 Mois
- Acting as MD’s first point of contact with relation to all internal and external inquiries/meeting requests, providing executive-level administrative support;
- Organizing and attending HOD, operational and other scheduled meetings requiring MD’s presence to take minutes and provide general assistance during presentations;
- Handling incoming MD’s post and emails with discretion and confidentiality, regularly corresponding on MD’s behalf;
- Drafting memorandums and business correspondence for MD, ensuring the accuracy of all provided documents;
- Circulating instructions/requirements specified by MD among concerned departments;
- Creating and developing visual presentations for MD;
- Scheduling and managing MD’s calendar and travel arrangements;
- Handling Customer Relationship Management system (CRM generates overall rating based on guests’ experience through input evaluation and feedback shared in all the outlets on a daily basis), submitting CRM reports with analysis of received results to the executive committee and operations team for further processing;
- Handling guests’ feedback posted on TripAdvisor and Zomato in coordination with operations team;
- Devising and maintaining the office system, including data management;
- Carrying out specific projects and researches when required.
Enhancing personal recognition and prompt attention to guests from their arrival through to their departure;
Attending to guest needs, queries and requests promptly, exceeding their expectations and ensuring that follow-up of their requests is a priority;
Reviewing all arrivals thoroughly on a daily basis to ensure all regular and VIP guests are recognized and coordinating with Housekeeping, Food and Beverage and other departments where necessary to complete the action;
Recording and monitoring the distribution of guest questionnaires to ensure they are logged on a monthly basis;
Having full knowledge of VIP requirements and standards, including all the Executive Club Lounge procedures, room benefits and specifications for Club Room and VIP guests;
Ensuring correct set up and procedures are adhered to in the Executive Club Lounge, providing the ultimate in service standards according to Standards of Performance.
Maintaining the Executive Office and all matters related to
administration with the strictest confidentiality and discretion;
Attending morning briefings, P&L meetings, Department Heads Meetings, taking and circulating minutes of attended meetings to appropriate personnel;
Organizing the General Manager’s luncheons, dinners and other functions;
Organizing the General Manager’s travel arrangements such as airline ticketing, accommodation, etc.;
Arranging appointments and meetings for the General Manager with external visitors;
Arranging appointments for colleagues who wish to meet the General Manager or giving them directives for resolving their issues;
Dealing with all enquiries directed to the Executive Office;
Arranging site inspections for VIPs and corporate guests;
Efficient handling of telephone calls;
Maintaining an up-to-date and easily accessible filling system, efficient storage of information/data, to be able to retrieve and supply information when required;
Preparing gift certificates for the General Manager’s signature;
Handling the hotel website via liveauthor.millenniumhotels.com (updating special offers, images, etc.) in liaison with S&M department;
Handling Facebook and Twitter accounts of the hotel in liaison with S&M department in order to promote hotel events and facilities;
Assisting the General Manager with guest reviews on TripAdvisor;
Updating Guest Satisfaction Survey forms on-line on mymillcop.com;
Emailing monthly E-newsletters of the hotel to the GM’s database;
Receiving and distributing correspondence to concerned departments;
Handling complaints or commendation letters of guests/staff;
Promoting a professional image of the office at all times to internal and external customers.
Arranging show-arounds of the Hotel and Resort for familiarization trips, in-house guests staying for the first time and associates newly joined the property;
Handling day-to-day guest requests related to various kinds of internal and outside reservations particularly including “Bateaux Dubai” cruises and “Seawings” flights at special rates for in-house guests;
Organizing celebrations of special events;
Assisting with changes and confirmation of flights/airport drop-offs and online check-ins, etc.;
Carrying out and attending regular departmental trainings;
Attending weekly Guest Cocktails.
Office work included:
Updating and issuing the Resort Weekly Gazette (general information about the Resort with special promotions, restaurant theme nights, etc.) along with daily programmes of Resort activities “At a Glance”;
Preparing daily VIP report;
Arranging VIP amenities, welcome letters and welcome packs for arriving guests;
Handling special guest requests received by email;
Translating guest satisfaction surveys and correspondence from Russian to English;
Enrolling guests in the loyalty programme “Al Safir”;
Preparing weekly Guest Cocktail invitations.
Welcoming, checking in and escorting VIP guests;
Informing about the outlets and facilities of the hotel;
In coordination with relevant departments checking and providing guest rooms with appropriate amenities prior to arrival of VIP guests (flowers, fruit basket, chocolate box, dates, water with rose petals, welcome letter, etc.) and along with this taking care of special guest requests during their stay;
Arranging birthday, honeymoon and anniversary amenities;
Assisting club guests in the Club Lounge;
Arranging and conducting show-arounds for representatives of travel agencies;
Preparing monthly Guest Comments Survey Presentation.
Germanic Philology (English Language Philologist)
