Guest Service Executive
Plaza Premium Group, Dubai Airport
Total years of experience :7 years, 11 Months
-Carry out the all-front desk/reception duties including check in procedures, carry out admission instructions, and ensure all data are entered into the systems accurately.
• Ensure guest entry and queues are managed in the most efficient manner by identifying the nature of admission (Corporate / Airline / Walk-in). Promote various services and facilities of our PPG airport lounges to customers, ensure able to deals with guest requests and complaints promptly and effectively.
• Carry out regular checks of all areas and maintain overall upkeep of lounge.
• Greet, receive and bid farewell to guests at Entrance and Reception
• Assist guests with their internet access requirements, baggage arrangement, shower and nap room booking
• Take care of lost and found items and the related documentation.
• Handle confidential information, including guest records, with a high degree of integrity.
• Responsible for answering the telephone line and taking appropriate immediate action.
• Maintain accurate records including cash flows and receipts.
• Cooperate and work in a team for development, implementation, maintenance, and improvement of the quality management system.
• Monitor and keep record of the inventories of the lounge and keeping the record of the stock.
• Raise LPO for ordering food and beverage items for the lounge as required
• Make reports on daily/ monthly basis and send it to the management
Providing exceptional Customer Service as a participant management in different pavilions and responsible to report any kind of technical, maintenance issues to the concerned department and make sure it is resolved.
Answer and direct calls responding to service queries on a daily basis and handling the company email.
Supporting the Country Managers under their Directors supervision to support, provide and eventually substitute IP when needed in the management. Handling requests and complaints and escalate to the higher management if needed.
Ensuring compliance to all safety regulations and Expo 2020 policies and ensure emergency and incident procedures are carried out safely and proficiently
Assisting the Hayakum Majilis (VIP Lounge) delegation to check-in safely in the site and assisting through baggage check ensuring their comfort and safety in the lounge in the most positive manner.
Organizing official vehicles for the delegations at the arrival and return to and from the VIP lounge.
All administrative responsibilities of the pavilion to ensure all plans and strategies are well implemented on the ground level to reach the maximum visitors satisfactions.
Maintaining client relationship with their purchase journey. Assisting them
throughout their inquiries, vehicle problems, insurance and warranty
problems. Implementing CRM practices and Customer retention techniques.
* Using all channels of communication including online booking, phone calls,
and in-person interactions to schedule and book appointments, vehicle
drop-offs and pick up.
* Handling the entire job cycle of vehicle inspection to repair and deliver to
customer.
Meet and greet customers upon their arrival, assisting them through-out their
purchase journey. Point of contact for customers in all inquiries.
* Providing them all initial and primary information about the cars, price list and
other specifications.
* Ensure they will be assisted by certain sales advisor for further details and
procedure. Logging in all their details in CRM and other Company Records.
* Making reports of daily sale, customer walk-ins, recording and submitting it
management on daily basis.
Coordinating, supervising and performing the best customer service, ticketing
and admission control, Cashiering, VIP lounge operations, contact center
operations and other administrative responsibilities.
* Collaborating with all third party ticketing platforms, handling guest complaints
and situations, supervising and performing VVIP tours inside the park, anything
and everything related to guest throughout his/her visit in the theme park.
Performed all duties and responsibilities set by the management to ensure
the best guest service delivered to every guest visited.
Bachelors in Hotel and Restaurant Management with international internship at Awana Genting Highlands, Malaysia.