- St John’s
- January 24, 2024
Hospitality professional with strong background in luxury hospitality, customer support and startup environment focused on increasing the company's revenue and ensuring customers satisfaction at all times. Trained and experienced in conflict and problem resolution, mentoring, active listening and upselling additional services. Thrive in a multi-tasking environment and work under pressure by prioritizing tasks with a positive attitude and finding ways to innovate.
Education
Experience
Strengthened the team by playing an important part of increased overall scores of QAs and Salesforce productivity of one of the Sonder properties in Dubai;
Mastered multitasking by handling day-to-day operations, in-house calls and chats with emails with consistently very good performance;
Experienced in adapting to changing situations and issues with positive attitude and focus to achieve targets;
Promoted Sonder brand to potential clients and educated customers on key Sonder features and characteristics;
Skilled in finding a balance between making an extra revenue for company and keeping guests happy and satisfied while staying at Sonder;
Improved standard operating procedures of bell team which enhanced smoothness of guest experience and decreased number of mistakes made by coworkers;
Created 7 articles which helped to decrease workload by 7 %;
Mentored two newcomers and trained them during their onboarding stage;
Handled between 80 to 130 chats and emails from 2 apps per shift with average first reply time less than two minutes;
Ensured customers get the best experience using Reface brand 24/7;
Maintained existing accounts and developing strong key customer & client relationships - with retention rate of 97 %;
Generated weekly and monthly sales reports to review with the management;
Upsold additional services - transportation, leisure activities, tours which resulted in additional net profit of 17 000 US dollars;
Negotiated and closed business/partnership deals through active selling and networking - 7 contracts with new clients signed;
Make dining and leisure reservations, travel arrangements for sightseeing and other tours - 40 to 50 booking per shift on average;
Interacting with guests via emails, phone calls, chats as well as in person to create lasting memories and to build brand loyalty - Customer Satisfaction Rate is kept at 89 % on average;
Responsible for making reports and follow KPI points in order to reach targets quarterly which resulted in helping winning the best concierge team in Dubai of the season;
Supervising the team of 6 doormen and 19 bellmen and make sure the team is working up to Jumeirah Standards;
Ensure smooth and fast baggage handling for all arrival / departure guests - 100 check ins and check outs on average;
Recognize all returning and VIP guests, welcome them back and anticipate their needs at all times;
Arranging hotel orientation to unique Versace design and luxury selling points;
●Interacting with guests, attending to their requests and following companies’ core values;
●Actively listening to guests’ requests and complaints and provide solutions to ensure customer satisfaction
Serving customers, presenting menu, making coffee and cold beverages, cashier responsibility
Designing shoreline protection constructions, technical guidance, making calculations
