Client Relation Executive
HotelsPro DMCC
Total des années d'expérience :8 years, 3 Mois
Own and lead the sales process to enhance existing & new partnerships (through up selling of product and services and sales optimization) and to build strong long term strategic commercial relationships.
The ability to navigate board level management and understand the political pressures of a partner's organization to reach a positive outcome.
Working across internal functions & departments to optimize opportunities.
Collaborating with product teams to define new product offerings and work with management on sales strategy.
Leading the on-going, day-to-day performance of partners, and influence to ensure successful campaign delivery.
Define and deliver continued improvement in revenue demonstrated through ongoing insightful measurement and return on investment analysis of existing partnerships.
Manage confirmations through direct contact with hotels or through third party supplier’s.
Certify regarding booking amendments with hotel or supplier on behalf of travel agent using supplier system or other offline communications.
Liaise with booking agent, hotel/supplier, refund department and credit controllers regarding no show bookings, early check outs and early or late booking cancellations.
Effectively manage complaints, book-outs, or mismatch issues and other relocation's using proper conflict resolution techniques or escalation process.
Re-adjust profit flow to agency for refunds from amended bookings and cancellations.
Report system errors to management and IT department
Effectively handle XML and technical related issues, booking disputes using available resources.
• Register guests and perform check-in. Accommodates special requests whenever possible.
• Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early chek-ins, special requests, and day use rooms.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary
• File room keys ( only for manual room key hotels)
• Knows how to use front office equipment. Process guest check-outs.
• Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange,
• Follows procedures for issuing and closing safe deposit boxes used by guests. Use proper telephone etiquette. Uses proper mail, package, and message handling procedures. Courier Mail Register
• Reads and initials the pass-on log and bulletin board daily. Aware of daily activities and meetings taking place in the hotel. Attends department meetings.
• Reports any unusual occurrences or requests to the manager or assistant manager.
• Knows all safety and emergency procedures, Is aware of accident prevention policies. Maintains the cleanliness and neatness of the front desk area.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
Work involved taking inbound emails, chats and calls of customers in US for one of world’s top online shopping Portland (Target.com) replying them within time frame with the best solution as per client requirements. Effectively handled customer concerns by utilising excellent skills and being sensitive to client needs.
Also, reviewing the work performed by other Team members and training the new comers in the team regarding the process.
Grooming and nurturing other TMs by auditing their emails and performance as being the senior team member for the program from pilot batch.
Hospitality management studies
Hotel management and Catering Science