Head of Customer Experience
Namshi.com
Total years of experience :16 years, 6 Months
I started at Namshi as a “Customer Engagement” manager and built 2 strong teams to handle the customers’ inquiries and challenges. The “Customer Support” and “Customer Experience” departments currently have 2 managers who report directly to me. I have set the company’s communication language via phone, email, social media and Live Chat and still overlook it and maintain it.
After being promoted to “Head of customer Experience” my role shifted to and ensure the “Customers’ Experience” is maintained in the different departments’ business plan.
Coordinate closely with all the company’s sections and influence their department goals: Online Marketing, Strategic business planning and content, Production Buying and Merchandising, Operation and delivery solution, Human resources training and development.
In charge of the company’s NPS performance and leading necessary projects to improve our scores and advise business projected figures accordingly
To be an Armani ambassador both inside and outside the hotel. To tailor a luxury service for each guest depending on their profile, purpose of visit and requirements 1- Business assistance: Booking meeting rooms including planning BEO. Preparing travel itinerary including flight, hotels and transportation in different countries. Assisting with documents translation whenever needed or any other secretariats.
2- Leisure assistance: Planning guests vacation in Dubai including booking tours, excursions, restaurants as well assisting the guests during special events (birthdays, engagement, anniversaries …)
To prepare the Front Office for the opening including: recruiting the team (reception, guest relations, lobby, CID, business center and assist with the concierge recruitment), preparing the work area, planning the flow of operation, liaising with all other hotel departments for general SOPs and operational standards and procedures, budgeting, installing Opera and creating operational reports.
Prior to opening: Ensuring the Front Office team is settled. Training and developing
the team skills. Finalizing the department SOPs. Tuning the final steps for the
operation.
After the opening: To ensure the efficient running the Front Office operation. To oversee directly the Front Office staff on duty including receptionists, guest relations, lobby hostesses and the business center team; and overlook the concierge operation including the bellmen, doormen, valet and drivers.
To handle guests complaints and manage service recovery. To cover the night manager during his off day.
To re-evaluate the flow of operation and amend according to the business requirement the followed procedures and policies
Front Office Supervisor promoted in 2008 to be in charge of the Executive Lounge
Opera, Micros, FMC
To supervise the Front Office operations including Reception, CID, Guest relations ensuring that the hotel standards and procedures are fully known and followed. To update PMS on daily basis according to the operation (arrivals rooms block, departures billing, Housekeeping room status, credit limit guests, special attention guests, special occasion guests amenities)
To control the F&B lounge operation: P&L, stock, HACCAP and service operation. To plan and create new menus with the chef.
To handle guests feedback positive or negative and act accordingly.
Front Office, Hygiene, Housekeeping, Menu Management, F&B Management, Resort Management, Event Management, Marketing for tourism, Security & Engineering, Cost control, Purchasing, Budgeting, Human Resources