Customer Service Executive: Rotana Loyalty Program
Rotana Corporate Head Office
Total years of experience :15 years, 7 Months
As a Customer Service Agent you are responsible to build the Rotana Rewards membership database through professional sales and service techniques, concepts and attitudes and your role will include key responsibilities such as:
• Ensure strong product knowledge of all Rotana hotel services and facilities and provide excellent information to all inquiries at all times
• Maintain an accurate and proper sales call activity records book
• Meet or exceed daily sales call activities including presentations and confirmed memberships
• Extend strong knowledge to members and potential members of the local cities and countries where a Rotana Hotel is currently located or is planned for the future
• Follow and utilize the sales scripts and techniques in an appropriate manner
• Present the membership benefits clearly, accurately and without error and handle customer objections, questions and queries as trained and instructed by the Loyalty Program Director
• Ask for and obtain referrals from members on every sales call where appropriate and speak with all customers in an extremely professional tone, pleasing personality and temperament and friendly and smiling tone of voice
• Handle guest complaints swiftly and advise the Loyalty Program Director immediately if the problem cannot be resolved successfully to the member’s satisfaction
• Contribute customer feedback to the Loyalty Program Director during sales briefings
Responsible for developing new business partnerships and alliances and growing existing partnership relationships in support of department and company goals and objectives.
Specific Duties and Responsibilities:
• Nature of this work would involve sourcing leads, prospecting, presentations, offers, and obtaining final agreements.
• Overall development of new partnerships and alliances. The key areas to concentrate are banks, airlines, car Rental Company’s in addition to other industries that would support the company goals. Knowledge of the marketplace, trends in the marketplace and the competition. Sourcing leads and opportunities, prospecting, presentations, offers and obtaining final agreements
• All aspects of our partner airlines Frequent Flyer Programmes (FFPs). This involves enhancing the partnership, liaising with partner representatives, creation and development of promotions to increase the FFP member spend in our properties, IT supervision, liaising with the sales offices and properties, ensuring Rotana obligations for each FFPs communication schedule is met.
I worked for a whole year in the Credit Libanais Bank where my job contract was as a teller. Later after 5 months of being employed, the bank manager Mr Michel Gerges noticed my commitment and dedication to my work and decided to train me for the Customer Relation Agent position and in a month I was able to fullfil the job's requirements and work in that department in opening clients banking accounts and loan services.
I worked in Janaco as the head of the accounting department, I improved the accounting system by initiating the use of accounting systems. Arranging the the assembly from installing the required program to starting with the required data entry (products available and there prices). then i handled the whole accounting process in a well organized and managed manner which was a time and effort managing loss process.
I graduated with a bachelor degree in banking and finance at the American University of Science and Technology (AUST) IN Summer Two at the year 2007 and started my internship at the following places before getting employed: .Training: - La Phenicienne insurance company – Hamra 1/6/2005 – 30/9/2005 - La Phenicienne insurance company – Hamra 1/6/2006 – 30/9/2006 - Jammal Trust Bank – Ferzol 3/9/2007 -3/10/2007