FAISAL BIN UBAID
United Arab Emirates,Dubai
Summary
Dedicated Guest Service Associate committed to maintaining customer satisfaction and contributing to company's success. Outgoing and polite professional possessing strong problem-solving and conflict resolution abilities. Organized and dependable and successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
Guest Service Associate
THE DUBAI MALL
10.2017 - Current
- Handling queries from countless guests on daily basis regarding information related to Malls and City Events
- Acting as an Information Specialist’s for the Customers on general information
- Answering queries related to shop /special promotions about mall and advising them on the list of activities to do in the mall
- Promoting & Selling Gift Cards to the Customers and encouraging them to join the Emaar Loyalty programme
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolving on the spot Customer Complaints and ensuring that all is followed up
- Handling major mall traffic and ensuring smooth security protocols in operation on shift on daily basis.
Senior Room Reservations Advisor
ARMANI HOTEL
06.2013 - 07.2017
- Handling and encoding reservations details for all booking sources on the PMS
- Preparing the arrival check for the following day to ensure accuracy in terms of details encoded
- Preparing Daily Revenue report for the hotel and circulating on a daily basis
- Preparing Workflow report on a daily basis
- Preparing the VIP arrivals report list for the following day on a daily basis
- Maximizing sales and Revenue, as well as assisting guests internal/external, and future customers by offering the highest level of customer service
- Performing all related tasks pertaining to the above position i.e.: filing of reservation correspondence, handling customer complaints, checking and updating of related reports, amongst other tasks
- Conducting trainings for newcomers on product knowledge.
Customer Service Officer
JW MARRIOTT MARQUIS HOTEL
09.2012 - 05.2013
- Ensuring telephone calls are answered as per the Hotel standards for any queries internally or from external guests
- Handling and resolving complaints of the guests and doing follow up on the same
- Ensuring that all requests from guests in regards to their stay are followed up, actioned and updated in profile notes
- Offering continual source of information and assistance to all guests
- Coordinating with various departments such as Executive Office, Housekeeping, Engineering, Sales and Marketing and Security for any guest request to ensure that all guests are given friendly and caring service according to Hotel Standards.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
Room Reservations & Communications Officer
SOFITEL DUBAI JUMEIRAH HOTEL
08.2011 - 08.2012
- Handling busy PBX switchboard and dealing with guest’s complaints/requests and documenting it for records
- Taking reservation queries and making room reservations for walk-in guests and guests in house and callers and via phone or email
- Handling corporate bookings, travel agencies bookings as well as individual bookings
- Handling visa issues and arranging airport transfers for the guests and making special arrangements if any based-on guest’s request
- Preparing the daily business report for the team briefing
- Conducting the training for the new joiners on the product knowledge and disseminating any vital information to the team.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Cluster Room Reservations Executive
HILTON DUBAI JUMEIRAH HOTEL
07.2008 - 07.2011
- Taking the room reservation request from the guests, travel agencies, individual tour operators as well as the corporate bookers and confirming the same over the phone and through email for the Hilton Dubai Jumeirah Hotel & Hilton Dubai Creek Hotel
- Assisting the guests with any special request pre-arrival or during the stay
- Arranging the airport transfers with the visa requirements
- Doing the payment follow up for the reservations made through travel agencies
- Conducting the training for the new joiners on the product knowledge to ensure a smooth and hassle free & flawless operation.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
Senior Customer Support Executive
IBM DAKSH BPO
02.2006 - 11.2006
- Answering busy switchboard calls from the United Airlines passengers
- Documenting their complaints and reporting at the headquarters in the US through Customer Database Management tool (CRS) system
- Providing them information about the Mileage plus Card (Frequent Flier Program).
Customer Care Executive
WIPRO BPO
07.2004 - 02.2006
- Receiving calls from the AOL (America Online) Internet Service users
- Helping them resolve internet issues
- Blocking junk emails or pop-ups and troubleshooting their internet problems
- Retaining the customers with the most reliable and efficient customer service
- Promoting / Upselling the AOL Hi–Speed Internet services to the US clients
- Documenting all their complaints/ suggestions for records and offering free internet trial services.
Education
University Degree - Commerce
Shobhit University
Senior Secondary Examination - undefined
National Open School
New, Delhi2000
Higher Secondary - undefined
JCIC
1998
Skills
- COMPUTER SKILLS:
- MS OFFICE (Microsoft Word, Excel, PowerPoint and Outlook – Response Manager Email System)
- Micros Fidelio – Opera 50
- CRS and Apollo Airline System
- ONQ – Hilton Reservations System
- Report Creation
- Membership Registrations
- Professional Relationships
- Special Needs Clients
Additional Information
- PROFESSIONAL ACHIEVEMENTS: , IFH Mystery Shopper Call Quality Gold Medal Performer in Calls & Quality Control. TSA – Certificate Holder for Specialists in Room Reservations Sales
Timeline
Guest Service Associate
THE DUBAI MALL
10.2017 - Current
Senior Room Reservations Advisor
ARMANI HOTEL
06.2013 - 07.2017
Customer Service Officer
JW MARRIOTT MARQUIS HOTEL
09.2012 - 05.2013
Room Reservations & Communications Officer
SOFITEL DUBAI JUMEIRAH HOTEL
08.2011 - 08.2012
Cluster Room Reservations Executive
HILTON DUBAI JUMEIRAH HOTEL
07.2008 - 07.2011
Senior Customer Support Executive
IBM DAKSH BPO
02.2006 - 11.2006
Customer Care Executive
WIPRO BPO
07.2004 - 02.2006
University Degree - Commerce
Shobhit University
Senior Secondary Examination - undefined
National Open School
Higher Secondary - undefined
JCIC
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