Sarah Hammwi

Job Description: Develop, implement and evaluate guest experience programs, Manage the implementation of guest service strategies and activities, Lead and motivate staf to ensure excellent guest experiences, Monitor guest feedback and develop strategies to improve service standards, Identify areas of improvement and provide innovative solutions, Prepare and monitor department budgets, Ensure compliance with industry regulations and safety standards

Job Description: Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure; ensure all members consistently receive all benefits, and repeat guests and other VIPs receive special recognition and service. Meet and greet VIP guests personally. Liaise closely with Concierge, Butler and Rafles Inc., for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations. Prepare compendiums prior guest arrival and check-into system if necessary. Maintain close contact with Airport Concierge for new arrivals and departures, Update and maintain repeat guest history system. Promote Inter-Hotel sales and in-house facilities. Send prepared welcome cards and amenities to room prior to guest arrival, Attend to special requests by guests. Handle guest complaints and refer them as necessary, follow up on corrective action. Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests. Prepare requisitions for amenities on a timely basis Participate in regular meetings for all Guest Relations team members, Butlers and Rafles Inc. staf to facilitate communications and smooth operations, and performs related duties and special projects assigned.

Job Description: Hiring, training, coaching, and leading call center representatives as they provide support for customers. Answering representatives questions, guiding them through dificult calls or issues, difusing angry customers, or handling issues that cannot be field by representatives leading team meetings, asking questions and understand the calls representatives are receiving. Educating, and coaching workers regarding processes and practices, and explaining expectations to employees. Assisting other management team members in identifying trends and establishing call center goals. Ensuring staf members are achieving desired service levels and taking corrective action, as needed. Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocating, and maximize eficiency and customer satisfaction. Authorizing replacements or refunds. Taking on other tasks or projects to support employees, other managers, and call center operations.

Job Description: Direct staf before each shift begins and provide them with an overview of the days work. Create and hand out tasks for staf keeping in mind each staf members individual abilities and limitations. Welcome customers as they arrive on the floor and ensure that a retail representative assigned to them. Conduct customer flow assistance and assist customers with their choices and questions. Intervene in situations requiring decision-making and/or arbitration. Provide staf members with detailed information on how to handle tricky situations while maintaining decorum. Coordinate window display activities with sales and marketing departments - create aesthetically pleasing and attractive window displays. Assist

during shift changeovers and work delegation activities. Promote safety standards and procedures on the floor by providing detailed information about company policies and protocols to staf members. Handle stock rotation and acquisition activities and manage inventory. Convene team meetings to provide staf members with new information or build upon existing information. Interview, hire and train new employees to work on the floor. Keep abreast of payment activities; make sure that the cash machine balanced after each shift, and manage any discrepancies in priority. Arrange for customers purchases to deliver to them, take and resolve complaints and suggestions from customers.
• Shift Leader at Ghia Holding from 2016 until 2018.
Job Description: Job Description: Excels in performing all Crew Member tasks including: runner/frontline coordinator, order taker/dining room attendant, grill operator, sandwich maker, fry station, drinks and cashier. Maintains fast accurate service, ensures an excellent customer experience, and makes sure all products are consistent with company standards. Leads Crew Members and directs all daily operations of the restaurant in the absence of both the General and Assistant Managers including supervising and training employees, opening and closing the store, ensuring all food preparation is complete, managing employee breaks and shift changes, and completing shift summary reports. Makes sure the restaurant is up to company standards about cleanliness, neatness, and customer accessibility. Uses the company cash register accurately and maintains proper control of company assets. Makes accurate deposits. Works as a team player to support other employees in completing their tasks. Motivates and coaches Crew Members, and assists in the training of new Crew Members. Ofers friendly and expeditious customer service. Completes all other duties assigned as necessary.