Guest Services Team Leader at UAE Pavilion, Expo 2020
Transguard Group
Total years of experience :14 years, 11 Months
- Provided outstanding customer service to all stakeholders throughout the whole of Expo site, enhanced UAE Pavilion guest experience through positive engaging and interaction.
- Managed queues and guest expectatiions during busy times, monitored guest numbersand flow inside the pavilion.
- Assisted people of determination with ease and swiftness having anticipated their needsand expectations.
- Dealt with public complaints efficiently to ensure smooth running of operations.
- Motivated and managed Ambassadors team at assigned area of responsibility inside
the pavilion.
- Implemented all departmental operating procedures, policies and guidelines.
- Facilitated effective communication between/among Ambassadors, guests/visitors,
pavilion management.
- Trained new hires to fully understand the content, values and wider cultural
significance of the pavilion acting as the face of the nation.
- Collaborated with Protocol Team to provide exclusive visitor journey experience to
official delegations and special pavilion guests.
- Develop and deliver an appropriate Customer Service structure to ensure an enhanced visitor experience during event.
- Accountable for the development of the Customer Service strategy in accordance with standards, policies and procedures to obtain client’s expectations.
- Define diffrent role requirements for each event zone/area.
- Define roles and responsibilities for all required positions.
- Define the operating standards for all teams.
- Develop and track CS satisfaction.
- Proactively review each team’s performance to ensure correct levels achieved.
- Review team activities during the operation and adjust where necessary to drive
continous improvement.
- Identify and raise potential risks and issues, provide mitigations.
- Develop and implement contingency plans/business continuity.
- Promote health and safety as a standard and correct where necessary.
- Selection and recruitment of staff: ushers, hostesses, guest relation officers, etc.
- Create and implement training programs, standard operation procedures, grooming
guidelines and uniform requirements for staff.
- Prepare schedules/call sheets and resource allocation for supervisors and customer service team.
- Performance review of each team member providing and delivering corrective actions.
- Create mitigating operational plans in event of attendance shortfalls.
• Conducting a professional, thorough site inspection of the hotels with clients, exhibiting key features and benefits of the properties
• Meet and greet onsite contacts
• Develop networking opportunities through active participation in community and professional associations, activities and events
• Conduct research on client room nights and revenue performance, prepare account performance reports quarterly and annually, conduct account review meetings with account representatives
• Develop and implement specific account marketing plans for appropriate accounts. Monitor production compliance
• Maintain regular communication with all accounts
• Respond to customer inquiries and request for pricing
• Close on business and negotiate contracts
• Create Contracts, Flash Sales, Special Promotion for different markets
• Building and strengthening relationships with existing and new customers to enable future bookings. Activities include sales calls, entertainments, FAM trips, participating in trade/road shows
- Leading client accounts and setting the new ones;
- Responsible for the delivery of quality creative work (photo and video shoots) that meets
the client’s needs and expectations;
- Involved with pitches for new business, with both a creative and commercial mindset
approach;
- Portfolio development for Studio 77 by adding new visual content from different
categories: fashion, stills, lifestyle, etc. Preparing moldboards, arranging locations, models, props, wardrobe. Providing art direction and styling including wardrobe styling, products and food (based on the shoot subject). Postproduction: shortlisting the images and briefing on retouching requirements.
• Worked closely with Art Director to create new brand identity: name, logo design, website structure/interface design/content and marketing tools;
• Working on strategy to promote talents, visual artists;
• Scouting and establishing contacts with internationally renowned photographers and
signing Representing Agreements, 7 photographers in 2 months from India to Brazil;
• Representing and promoting photographers in Middle East, acting as an Agent;
• Producing stills and video shoots;
• Coordinating the activities of writers, directors, managers, and other personnel
throughout the production process.
• Monitoring post-production processes in order to ensure accurate
completion of all details.
• Perform management activities such as budgeting, scheduling, planning, and marketing.
• Determine production size, content, and budget, establishing details such as production
schedules and management policies.
• Conduct meetings with staff to discuss production progress and to ensure production
objectives are attained.
• Producing video and photography as per client’s brief
• Working closely with Directors, Photographers, Creative team and production crew
members to prepare the final budget, shooting schedule and production dates
• Responsible for pre-production arrangements and coordination with technical staff
• Lead and motivate production team
• Act as liaison between the crew and the clients
• Monitor the budget of the project and production schedule
• Oversee hiring crew, finding equipment and suppliers, scouting locations,
casting and activities of various departments
• Involved in post-production process from music selection to editing and retouching
• Business Development: grow existing client accounts, new business/sales pitches; work with team to develop proposals that speaks to the client’s needs, concerns, and objectives; participate in pricing the solution/service; present new products and services and enhance existing relationships
• Client Servicing: lead the client servicing team and managing development team; ensure briefs are well understood and converted into suitable functional specifications; actively monitor digital projects being worked on and ensure timely project delivery with technical team
• Planning & QC: prototyping, UX recommendations on project level; support cross functional teams to plan project for efficiency and timely delivery; quality check and testing project before delivery
- Handling, organizing and filling (financial) administration: Petty Cash, Stock Control, Invoices, LPO's;
- Organizing and adjustment of suppliers list;
- Updating lead/clientele mailing list;
- Generating weekly financial overview: balance (bank accounts), invoices paid and to be paid, received and to be received payments, instalments, PDC's;
- Ordering: office supplies, marketing items (logo stickers, uniforms, giveaways, etc.), spare parts, quotation requests;
- Machine Charts: maintenance records, calculation "cost v profit" per machine; used parts, warranties;
- Sales Support: sending general quotations and company information, making and sending company newsletters (4x year), generating leads, searching for the right contact people.
- Devising and maintaining office systems.
- Data Management and Files.
- Arranging travel and accommodation.
- Screening telephone calls and requests, handing when appropriate.
- Meeting and greeting people at all levels.
- Organising appointments.
- Dealing with incoming mails, posts and faxes.
- Research and findings.
- Producing documents, presentations and reports.
- Liaison - Client, suppliers and staff.
- Procuring new business.
- First point of contact with clients - Understanding client’s briefs.
- Welcoming of guests.
- Involved in developing project for restaurants in the hotel.
• Exercising administration of commercial activity;
• Carrying out control over working out and realization
of business plans and the commercial conditions, concluded agreements and
contracts;
• organizing communications with business partners, gathering system
of necessary information and expansion of external relations and exchange of
experience;
• Studying and analyzing the market of innovative construction technologies;
• Organizing delivery of building goods and equipment to the Libyan branch.
• Strategic Planning;
• Negotiating;
• Managing external relationship;
• Seeking new partners, structuring the new activities;
• Analyzing business plans in terms value propositions;
• Defining, finding and creating business opportunities;
• Administration;
• Supervision;
• Arranging of handling services in Airport “Kiev” (Zhulyanu);
• Conducting business correspondence;
• Supporting Ukrainian clients of company NetJets Ltd. (arranging private international flights).