Quality Manager
Quintessentially
Total des années d'expérience :26 years, 4 Mois
Quintessentially Lifestyle is members only - Luxury lifestyle management and concierge services.
- Defining and documenting a quality policy and quality objectives and ensuring that both the policy and objectives are understood and implemented by all employees at all levels.
- Monitoring performance by gathering relevant data and producing statistical reports.
- Advise on changes and how to implement them and provide training, tools and techniques to enable others to achieve quality standards.
- Assessing customer requirements and ensuring that these are met by checking the requests handling and advice on the best methods of being up to the customers’ standards and exceeds their expectations resulting in gaining their loyalty.
- Conducting scheduled management reviews of the quality systems to assess their continued suitability, adequacy, effectiveness and efficiency; and deciding on actions for continual quality improvement.
- Liaise with the training manager to schedule training sessions when necessary.
- Customer Service - VIP and VVIP Members Assistant.
Quintessentially Lifestyle - Dubai - UAE.
- My duties as a dedicated lifestyle manager handling the demands of 100 members and fulfilling the
role of a personal assistant were:
- Screening phone calls, inquiries, requests, and handling them.
- Driving seamless operations and service offerings into global concierge services and lifestyle management including boutique and fashion, luxury tours and travels, car services, event management, fine dining experience, global private jet charter, gifts and shopping, spa treatments, art advisory, wedding planning for Celebrities And High Profile Clients.
- Handling the entire day to day requests placed by VIP and VVIP members, GCC Royal families, and other high profile business men/women.
- Arranging travel, accommodation, transportation and all arrangements when needed.
- Organizing and maintaining diaries and making appointments.
- Handling researches when required.
- Managing databases.
- Managing the member’s budget by looking for the best rates available for accommodation and transportation.
Customer Service Agent
Escapes DMCC - Dubai
• Arranging travel, accommodation, transportation and all types of bookings.
• Handling the entire day to day requests placed by VIP and VVIP members, GCC Royal families, and other high profile business men/women.
• Organizing and maintaining diaries and making appointments.
• Handling researches when required.
• Managing databases.
• Managing the member’s budget by looking for the best rates available for accommodation and transportation.
- Established and maintained strong relationships with existing customer base.
- Created and further developed agency’s client base through proactive business development.
- Built effective rapport with clients, agents, tour operators and company employees.
- Used a variety of different selling techniques to acquire additional customers and to increase agency’s revenue.
- Follow up with customers for item deliveries and coordinate with our service center.
- Adhering to company procedures for shipping goods, receipt of materials etc.
- Managing advertising campaigns of Panasonic for the newspapers, keeping track of competition activities.
- Managing customer database, archiving of database and ensuring correctness of data being entered.
- Preparing and sending customer service quotes. Follow-up on deliveries, ensuring customer’s satisfaction.
- Working with the General Manager as a personal assistant and my duties were:
- Reading, monitoring and responding to the general manager’s emails.
- Answering calls and handling queries.
- Preparing correspondence on the general manager’s behalf.
- Liaising with staff and clients.
- Managing the General Manager’s diary.
- Booking meetings.
- Organizing travel and preparing complex travel itineraries.
- Writing minutes of the meetings.
- Preparing papers for meetings.
- Managing and reviewing filing and office systems.
- Participated as a manager and an administrator of Ramad and Le Grand Cru during the 400 years celebration of consular relations between Aleppo and The Netherlands.
- Translation from English into Arabic and vise versa.
- Coordinate the communication between the groups and the Royal Netherlands Embassy.
- Administration and financial responsibility.
- Participated with both groups in Dancing on The Edge festival in The Netherlands.
- Build and maintain effective business relationship with customers.
- Maintain customer’s satisfaction by insuring that customer receives accurate, timely and quality information regarding his shipments.
- Upon customer’s request, sending a quotation containing the methods of payments and procedures taken to ensure the shipment arrives as scheduled.
- Arranging for pick up of goods and their booking details.
- Delivering physical documents (Airway bill) to the customer upon arrival.
- Resolve customer complaints by following up directly with the customers.
-Monitoring employees shifts as a part of the time keeper responsibilities.
- Monitoring the process of every project by taking daily reports from the IT department.
- Presenting daily reports to the general manager.
- Preparing and organizing meetings, dealing with correspondence.
- A proper filing of documents is done after the project is finished.
- Perform duties of the general manager in his absence.
- Assist guests in check in and ensure optimal level of services to ensure satisfaction and coordinate with various departments for VIP guests.
- Maintain and update knowledge on all hotel facilities, packages and special events within premises.
- Coordinate and maintain professional relationships with all departments and manage all cash according to the hotel’s policies.
- Administer all procedures for cashing checks, maintaining safe deposits for customers and assist guests with all directions in professional manner in person as well as on phone.