رانيا خلف

• Observe and measure quality of customer service, products and the general environment of the facility / outlet such as hotels, restaurants and /or retail stores.
• Inspect implementation of brand standards, staff performance (grooming, attitude, knowledge of product/service), store tidiness, cleanliness and displays.
• Send detailed reports of the experience covering all areas of the visit then fill out surveys highlighting weak points (if any) and the general performance of the facility

Trainings & Certifications:
- Mystery shopping fundamentals
- Writing Professional Mystery Shopping Report
- Training Exit Interview
- Quality Certification

Achievements:
• Established production plan, marketing strategies and goals.
• Approved website and social media content, design and other information.
• Actively communicated and interacted with staff and clients.
• Organized events, meetings discussions and debates with staff and clients.
• Identified and targeted new staff and clients.
• Researched communication needs in order to address target audience attitudes and recommended policies and initiatives.
• Developed and continuously updated a comprehensive plan and database with information and data for each existing and potential clients.
• Supported the process to form networks and build lasting relationships with various stakeholders such as private sector companies, business associations, research organizations and various government entities to mobilize their support to company initiatives.
• Supervised process of issuing collaterals, business cards, and headed papers.
• Supervised uniform and equipment orders for trainers and trainees including supplier, quality, quantities, colors, design and other requirements and supervised recruitment of trainers

Achievements:
• Established a high standard image for the Group and worked with department heads to assure employees reflect the right mage.
• Handled complaints and feedback from guests and corporate accounts, and handled all issues related to owner including mail, approvals and communications with other departments.
• Maintained records, prepared reports, and composed correspondence.
• Supervised purchasing of items related to events decoration and approved theme, colors, materials, and location of installation.
• Designed and prepared event decoration.
• Handled corporate bookings and prepared offers for events, banqueting and outside catering.
• Handled P.R and Communications with media, designer, marketing agencies and supervised social media pages.

Head of Shareholder Affairs Department
Monitor implementation of rules/regulations of Public Shareholding Companies as per:
- Ministry of Industry and Trade (Companies Control Department)
- Securities Depository Center
- Amman Stock Exchange
- Jordan Commissions Securities (Companies Governance) and make sure BOD, management and all departments apply accordingly.
• Prepare reports, circulars and reminders in case of new rules/violations.
• Supervise preparation of Annual Report.
• Prepare daily, monthly, yearly reports and update budget.
• Handle all issues and arrangements related to General Assembly Meeting.
Executive Secretary
• Provided advanced diverse administrative support to BOD, Chairman & C.E.O and was able to handle plenty of tasks in a timely manner and with high attention to details.
• Handle other issues in H.R, Procurement & Logistics, P.R and Events Planning:
- Provide recruitment support including screening C.Vs, interviewing candidates, preparing staff offers, events / gatherings and preparing vacations/leaves schedule.
- Represent the company in events, meetings and conferences.
- Prepare travel trades, corporate, conference offers & events packages.
- Follow up with lawyer on court cases and prepare needed documents.
- Advise management on internal/external issues & make sure it is well handled.
- Prepare press releases, articles and official correspondence.
- Handle and follow up complains and feedback from customers and tenants.
- Approve office furniture, setup/decoration.
- Supervise, edit and monitor correct issuance of annual report, business cards, collaterals designs/layout.
Achievements:
- Reduced company travel expenses to 25% within the first three months by identifying cost effective travel agencies/ hotels and negotiating vendor contracts.
- Led communications and negotiations with high-end service providers and collected best rates to which saved 10% of company’s miscellaneous expenses.
- Rearranged an event which saved $50, 000 from Marketing Department budget.
- Prepared a full plan to solve issues in mall operations, Administration and suggested ideas to add revenue and highlighted violations that caused penalties.
- Established H.R and Procurement policy in cooperation with Finance and Administration Manager.
- Approved the new design of company and mall collateral, prepared press releases, text ads and annual reports for the years 2011, 2012 (except the financial statements)
Identified defects in shareholding affairs system, suggested solutions and re-established a new system to provide correct information, shares, addresses and data of shareholder to which reduced complains.

Trainings:
• Rules & Regulations of Public Shareholding Companies
• General Assembly Meeting and Annual Report Requirements
• All Duties and Responsibilities

Approve administrative, financial and staff issues in both showroom and warehouse in Amman branch in addition to:
• Maintain/develop relationships with existing & potential customers via meetings, telephone calls and emails.
• Visit competitors, compare market, gather market and customers information to gain clear understanding of customers’ requirements.
• Act as a contact between company and its existing/potential markets and customers and represent company at trade exhibitions, events.
• Negotiate terms of agreements and closing deals.
• Negotiate variations in price, delivery and specifications with owners.
• Advise on forthcoming product developments and discuss special promotions, activities and all marketing communications and public relations issues.
• Review sales performance, aiming to meet or exceed targets.
• Make accurate, rapid cost calculations, and providing customers with quotations.
• Deliver full recruitment service and handle personnel issues.

Privateline Programme duties:
- Follow up on members complains, inquiries and bookings
- Arrange events and special promotions
- Lead local and international sponsorship campaigns
- Prepare quarterly newsletter and send monthly statements for all members.
Provide full administrative support to General Manager in addition to:
• Prepare Duty Managers Roster and attendance sheets / vacations schedule for Accounting and Executive Office Departments.
• Check and reply e-mails, receive and reply guest comments, handle guest complains, check them with departments involved and send a report with action taken to G.M.
• Translate and prepare official correspondence and prepare contracts and letters.
• Arrange hotel bookings for employees/ guests in other hotels in Amman and arrange travel arrangements and expense reports for G.M and D.O.F and send to Head Office in Zurich for approval.
• Update data on InfoHyway (Hyatt hotels worldwide)
• Events Planning:
- Wophen Poof's Concert
- 32º north, The Terrace and The Lounge Opening
- Corporate Party
- Cocktail Reception for Hyatt Hotels & Resorts Egypt in Jordan
- G.M Farewell and Welcome and PrivaLine Party.
Achievements:
- Saved $10, 000 from Marketing Department’s annual budget by creating a new method of sending invitations and making a new deal with the courier company.
- Led many of the hotel’s fancy events attended by hotel top VIP guests and clients
- Updated data on hotel invitees list
- Due to my exceptional performance as highlighted by hotel General Manager, I was recommended to handle the hotel’s loyalty programme “Private Line” in addition to my job, in few months I:
• Re-established “Private Line Programme” data and reward system
• Established quarter newsletter that included promotions, events and activities
• Built strong relationships with existing and potential clients
• Arranged special events and led huge local and international sponsorship campaigns
• Increased bookings (Rooms & Restaurants) by 30%

Hyatt Trainings:
• Hyatt Orientation
• E-Learning (Customer Service, Public Relations, Marketing)
• Service Excellence 1, 2, 3 and 4
• Cross Training at:
Rooms Division:
(Communication Center, Business Center, Concierge, Reservations, Housekeeping, Laundry, Fitness Center,
Guest Relations, Front Office and Tower Apartments), Sales & Marketing, Banquet Sales, Materials, Zara Expo and H.R

Achievements:
• Improved efficiency by organizing mounds of paperwork into detail oriented file system.
• Established quotations and correspondence forms to be used by all departments and established communications guidelines.
• Coordinated busy calendar of book signings and interviews.
• Handled travel arrangements, calls, visitors, minutes of meetings and presentations.
• Organized personal and professional calendars and supplied reminders of upcoming meetings and events.
• Enabled Managing to be more productive by controlling traffic to his office and handling issue on his behalf.

Provide full administrative support to I.T Head of Department Including:
• Screen phone calls and emails, prepare correspondence/memos, minutes of meetings and presentations and create new procedures / processes to assure smooth flow of work.
• Establish filing system, mail handling, supply ordering, and record maintenance.
• Coordinate and carry out travel arrangements, special events, requests, projects, communication plans and prepare expense report and update department budget

Achievements:
• Built corporate affairs capacity in Jordan according to management priorities and needs, and based on available resources and maintained strong media relations.
• Anticipated, assessed, and communicated to management changes in operating environment
• Negotiated and obtained competitive prices to communications and P.R tools, and advertising related purchases and supervised marketing campaigns and event management. and worked on building corporate reputation with clients
• Promoted, supervised and supported the development of company.
• Created new initiative opportunities and develop cooperation with existing clients.
• Managed internal and external communications.
• Created and managed annual marketing plans, advertising plans, integrated campaigns, client database, customer satisfaction surveys, and many other feedback tools.

Indoor sales

Indoor Sales