Team Leader
Marriot Resort Palm Jumeirah
مجموع سنوات الخبرة :22 years, 0 أشهر
• Lead and manage the team in the department, to provide exceptional customer service and create a positive dining experience for guests.
• Train new employees and oversee the ongoing training of the team to ensure that all staff are knowledgeable about the Marriots products and services.
• Proficient in leveraging CRM tools to organize, track and manage customer interactions, ensuring a seamless customer journey
• Develop and implement promotions and sales strategies to increase revenue and attract new customers
• Address customer complaints and resolve issues that arise during service.
• Exceptional verbal and written communication skills, with the ability to articulate complex concepts in a clear and cohesive manner. Capable of building rapport and fostering positive relationship with our customers
• In depth of understanding of the service offerings at Marriot to effectively guide customers in maximizing the value of their investments and Ability to translate technical details into customers friendly languages
• Ability to work in a fast-paced environment and handle multiple tasks at once.
• Profession in designing customer training programs to ensure successful onboarding and adoption of product/services, maximizing customer value.
• Exceeded customer retention targets by 20% through implementation of engagement strategies and customer success plans.
• Trained new employees and oversaw ongoing sales sessions to improve understanding of products and services.
• Developed promotions and sales strategies to enhance revenue and attract new customers.
• Proficient in leveraging CRM tools to manage customer interactions, ensuring an optimized customer journey.
• Addressed post-sales customer success challenges and resolved service issues, maintaining high standards of customer satisfaction.
• Acquired in-depth knowledge of service offerings, guiding customers to maximize the value of their investments.
• Managed communications with customers through email and phone, scheduling and modifying appointments to enhance customer convenience.
• Supported customer needs by anticipating potential issues and ensuring positive experiences.
• Collaborated with other agents to provide consistent service across various platforms, working with sales and marketing to unify customer success efforts.
• Served as the first point of contact for customer issues and queries, addressing concerns and advocate for customers within the organization.
• Managed over 100 daily incoming calls, recording initial queries in the Customer Relationship Management system.
• Processed payments including cash, cheque, credit, and debit transactions accurately, ensuring minimal discrepancies and maintaining strict confidentiality.
• Provided friendly and knowledgeable service, consistently receiving positive customer feedback.
• Communicating with customers via email and phone. Scheduling and modifying appointments on behalf of customers and clients.
• Demonstrated ability to provide proactive support by anticipating customer needs, addressing potential issues before they arise, and ensuring a positive customer experience
• Collaborated well with other customer agents to deliver consistent service across various platforms. Ability to work seamlessly across different internal departments, including sales and marketing to ensure a unified approach to customer success.
• Acted as first point of contact for customer issues and queries; handling all issues with an empathetic approach to understand and address their concerns. Passionate about advocating for the customer withing the organization
• Answered over 100 incoming telephone calls from customers and detailed initial queries on Customer Relationship Management (CRM) system.
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
ACCOMPLISHMENTS
• Exceeded customer retention targets by 20% through the implementation of proactive engagement strategies and tailored customer success plans.
• Developed and implemented a customer feedback program that resulted in a 15% increase in customer satisfaction scores within the first year
• Supervised team of 18 staff members.
• Used Microsoft Excel to develop inventory tracking spreadsheets.
• Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
• Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
• Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
• Effective Communication - Followed up and kept track of expected orders from the court and correspondence from opposing attorneys.
• Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
• Led teams of front- and back-of-house staff to achieve high-quality standards and service, acknowledging outstanding performance to boost morale and productivity.
• Conducted training sessions on POS systems and restaurant best practices, enhancing workforce talent and efficiency.
• Maintained exceptional restaurant presentation and health and safety standards, protecting the brand image.
• Analyzed customer feedback and collaborated with sales and marketing teams to drive customer retention and expand relationships with existing customers.
• Gathered customer feedback to provide valuable insights for product development and enhancements.
• Generated Key Performance Indicator reports to drive performance improvements.
• Led motivated teams of front- and back-of-house staff, achieving high quality standards and service. Acknowledged outstanding staff performance, boosting team morale and productivity
• Quickly identified problem situations, skillfully resolving incidents to maintain satisfaction of involved parties.
• Conducted training sessions with staff in POS system and restaurant best practices, improving workforce talent and efficiency.
• Protected brand image with exceptional restaurant presentation, operation and maintenance and ensured exceptional health and safety standards
• Drove customer retention by analyzing feedback and implementing strategies that would maximize customer lifetime value. and collaborating with the sales and marketing team to push further expansion with existing customers.
• Generated Key Performance Indicator reporting to drive better performance.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Delivered exceptional customer service by proactively listening to concerns and answering questions.
• Offered friendly, efficient customer service and handled challenging situations with ease.
• Gathered customer feedback, requests and pain points to provide valuable insights for product development and enhancements. Advocated for customers needs within the organization to deliver value added solutions
Oversee all front and back of the house restaurant operations
Ensure customer satisfaction through promoting excellent service; respond to customer complaints tactfully and professionally
Maintain quality control for all food served
Analyze staff evaluations and feedback to improve the customer’s experience
Project future needs for goods, kitchen supplies, and cleaning products; order accordingly
Oversee health code compliance and sanitation standards
Seek ways to cut waste and decrease operational costs
Generate weekly, monthly, and annual reports
Train new employees and provide ongoing training for all staff
Attend quarterly P&L meetings
• Fostered positive relationships with customers to enhance loyalty and retention, maintaining a strong trust-based relationship in understanding their objectives, provide strategic guidance and ensure their success with our products/services.
• Serving as a primary point of contact for customers and effectively handled daily customer meetings, sales calls and account management tasks, improving sales team efficiency. Engaging with customers via phone and email on a daily basis
• Contributed to continuous improvement of renewal processes, increasing customer retention levels against targets. Maximized on customer lifetime value, by identifying upsells and cross-sell opportunities
• Exceeded sales and revenue targets by 40%, using consultative and value driven approach to account management.
• Utilized POS software to reconcile daily receipts with register totals, locating discrepancies with 100% accuracy. Analyzed reporting to reconcile transactions, accounts and ledgers.
• Working independently and making complex analytical decisions for the benefit of the company.
• Exceeded sales and revenue targets by 40% using a consultative and value-driven approach to account management.
• Utilized POS software to reconcile daily receipts with register totals with 100% accuracy, and analyzed reports to reconcile transactions, accounts, and ledgers.
• Encouraged positive relationships with customers to improve loyalty and retention, understanding their objectives and providing strategic guidance.
• Served as the primary point of contact for customers, handling daily meetings, sales calls, and account management tasks to improve sales team efficiency.
• Contributed to the improvement of renewal processes, increasing customer retention levels and maximizing customer lifetime value through upselling and cross-selling.
Responsible to observe and evaluate wait staff work procedures to make sure the consistent delivery of quality services.
Instruct wait staff on how presenting menu options, answering questions making recommendations upon request by customers.
3) Coach wait staff regarding professionalism attire; preparing disciplinary documents when needed.
4) Assist with the development management of wait staff work schedules.
5) Interact with customers in a respectful, courteous manner; seeking feedback on how to assist; checking with customers to make sure that they are enjoying their meals taking corrective action should any
1) Responsible to observe and evaluate wait staff work procedures to make sure the consistent delivery of quality services.
2) Instruct wait staff on how presenting menu options, answering questions making recommendations upon request by customers.
3) Coach wait staff regarding professionalism attire; preparing disciplinary documents when needed.
4) Assist with the development management of wait staff work schedules.
5) Interact with customers in a respectful, courteous manner; seeking feedback on how to assist; checking with customers to make sure that they are enjoying their meals taking corrective action should any
o SHAKESPEARE AND CO. A proven record of accomplishment in resolving complex customer issues as
a food runner and awarded by a promotion of being a waiter within a few months’ time.
o SHAKESPEARE AND CO. Finished in top 25% with 157% productivity, 120% quality and the lowest
cancellation rate regarding customer orders and posting.
o SHAKESPEARE AND CO. Consistently the top customer service and sales person in regards with new
food in the menu exceeding sales targets and great customer service.
• Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
• Built customer rapport by providing friendly, genuine service, increasing customer retention by 26%.
• Resolved customer issues effectively, using strong interpersonal skills in understanding their issues and giving the most effective solutions
• Communicating with third party partners and maintaining a strong business relationship with all stakeholders
• Built customer rapport by providing friendly, genuine service, increasing customer retention by 26%.
• Provided positive customer care from arrival to departure, encouraging return visits and repeat spending.
• Resolved customer issues using interpersonal skills to understand their issues and provide the most effective solutions.
• Communicated with third-party partners and maintained strong business relationships with all stakeholders.
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