Customer Relations Supervisor
Holiday Factory
Total years of experience :12 years, 8 Months
-Direct management of 10-12 team members .
-Standardization of customer service procedures across the company.
-Training of ab initio staff.
-Training of staff across the company (e.g. new products, reservation systems).
-Management of remedial action on shortfalls.
-Evaluating performances and providing feedback.
-Handling of critical email correspondence.
-Handling of procedural completion of packages, booking changes, cancellations and special requests using the Global Distribution System and PC based reservations applications.
-Handling of complaints and providing effective solutions to customers.
-Building of clientele and partnerships.
-Providing feedback to management in regards to problems or areas of improvement and development.
Achievements:
-Ocular visits to the partner resorts in the Maldives and Georgia, based on the company’s product quality assurance program.
-Presentations of new products and destinations to employees.
-Creation of several promotional videos of the company’s travel destinations for their website.
-Development of solutions and strategies for the Quality Control Department in order achieve the departmental goals.
-Participation in the set up of a new staff performance review.
-Relieved Quality Control Manager during her leave. Act as a quality assurance on Customer service department and Operations Department.
-Currently leading the re organizational structure of Customer Service Department
-Confirm reservations, distributes tickets along with confirmations to traveler.
-Operates a booking portal of 22 destination.
-Provides quotation, expert advises and travel informations to clients.
-Resolve complaints and suggest effective resolutions
-Assist on Administration between Customer Service Department and Operations Department
-Providing literature and information to clients concerning local tours, travel routes, fares and travel regulations.
-Provides quotation for Holiday Packages and Airline Tickets
-Operation of the two Global Distribution systems, Amadeus and Galileo, for booking flights, amendments and cancellations.
-Management of retail and corporate accounts.
-Management of the UAE visa application portal.
-Optimization of the effective use of the reservation systems to maintain quality control. Maintaining airline rules and regulation knowledge standards.
-Training of ab initio staff
-Organize meetings with clients for the General Manager
-Prepare and maintaining records of all purchasing orders
-Solicit telephone and written bids.
-Other Administrative tasks.
-Communication and Negotiation with Suppliers
-Analyze business performance against budget and goals.
-Oversees sales and inventory.
-Develops Marketing plans for the Business
-Helped in promoting business through social interaction in community events
-Accomplishes restaurant human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling of employees.
The Bachelor of Science in Tourism Management provides specific, industry-focused theoretical knowledge and practical skills or a career in the hospitality and tourism industries. The curriculum also includes operational competencies, event management classes, investment and market studies.Students gain essential knowledge, competencies and professional attitudes required by idle and senior levels of management in contemporary hospitality and/or tourism organizations.