7+ years in a leadership/supervisor role
Zakaria El Sabeh
- Dubai, United Arab Emirates
- +971 55 593 4363
- [email protected]
A highly motivated professional, with over 13 years of experience in customer service, tourism and hospitality and a Bachelor Degree in hospitality management. Focused on serving clients to the highest degree, ensuring that expectations and standards are met and exceeded. Leads by example as a management style; organised, dedicated, and diplomatic. A critical thinker who uses logic, reason and situational awareness to identify, evaluate and manage situations.
Responsible for owning my cabin of service by managing resources (time, product and crew) while maintaining safety, security and service standards to ensure customers needs are met.
Provides guidance, direction and feedback to crew members in relation to their on-board performance, making sure that company standards are followed correctly.
Actively performs the roles and responsibilities, shared with the Flight Purser, required by Local and International Civil Aviation Authorities, government legislation, and company standards to provide safe and secure operation of the aircraft throughout every stage of each journey.
Organise and conduct informative, motivational and team driven briefing sessions prior to and during flight in order to build rapport among the crew and discuss situations which may arise during the particular flight and how to manage them.
Accountable for establishing timely, clear and open communication with the Flight Deck Crew, Purser and all cabin crew is maintained throughout the flight.
Effectively observe and supervise the level of service being provided by the cabin crew under my direction. Take action to investigate, manage and document any complaint while providing appropriate service recovery for the customer/s affected.
Personally welcome and acknowledge any guest on board who is a frequent flyer or is considered a High Valued Customer.
Complete time appropriate, factual and accurate reports regarding any incident which occurred on board relating to safety, customer service, and/or crew incompetency. Direct reports to their relevant departments.
Demonstrate business awareness by thoroughly understanding and promoting company policies. Develop and maintain understanding of internal and external factors that affect the business. Share this insight with other crew, formulate and propose ideas which could enhance customer experience, improve cost saving and boost revenue generation.
Act as a brand and customer ambassador by displaying a positive and professional image while representing the company. Guide fellow cabin crew on appropriate conduct throughout their entire duty to promote the image of the company.
Meet and greet patrons, providing a positive, friendly and welcoming environment.
Develop a thorough knowledge of services provided and products available in order to assist guests in making their appointments and/or purchases.
Answer telephone calls and provide any relevant information for inquiring guests.
Complete sales and inventory reports on a weekly basis.
Provide daily maintenance of the lobby and reception area. Stock and maintain products for sale. Care for office furniture, plants and overall cleanliness.
Great patrons entering the hotel for all its facilities. Politely direct them to their desired destination.
Answer telephone calls, screen and direct call them to the appropriate person. Take and relay messages if necessary.
Make reservations via telephone, e-mail or walk-in.
Assist guests with queries regarding the hotel, special requests, transportation, nearby facilities and attractions.
Maintain knowledge of staff movements in and out of the hotel.
Monitor visitors access and maintain security awareness.
Provide general administrative and clerical support preparing correspondence and documents
Receive, sort and distribute incoming mail and deliveries to the hotel and its patrons.
Monitor and supervise staff. Manage a fair workload by strategically assigning tables in order to provide the most effective and timely service for each guest.
Inform wait staff each night of special menu items and how to sell them.
Take the lead in managing customer complaints and provide
Train new and junior staff.
Conflict management training
Service recovery training
Economy, Business and First class service training
Email : [email protected]
Mobile: +971 55 593 4363
References available upon request.