Al Farouk Omar Email & Phone Number

• Takes ownership for team behavior, results and coaches team members to own and develop their performance and capability.• Addresses negligence or carelessness firmly and sensitively to rectify and improve rather than punish. • Ability to take decisions based on carefully analyzing data and evaluating potential risks and benefits.• Empowers direct reports by delegating tasks while maintaining responsibility for team’s performance.• Supports team fairly and with respect when handling their challenges with clients and influence them to exceed customer’s expectations. • Planning team coaching with regards of call monitoring and case monitoring to ensure that all team are delivering same standards of quality level. • Empowers team to deliver a consistent superior customer service level, using appropriate interpersonal style to steer team members towards goals and targets.• Ensure all decisions, plans and performance expectations are agreed with Head of the department clearly, regularly communicated to all team members.• Promotes a shared responsibility and personal accountability in delivering, achieving goals and avoiding narrow departmental view by keeping an eye on the big picture.

Manage a number of highly demanding Premium Cards Card member accounts and deliver all of their Lifestyle and Card Servicing requirements Ensure that all Premium Cards Card member servicing enquires and Lifestyle demands are processed accurately and within the required timeframes Liaise with other departments and third party suppliers to ensure delivery of superior services Assist in training of new staff Ensure that the Head of Premium Products Servicing is informed / updated about any problems or issues relating to non-delivery of services or recurring system faults, etc. Follow up and give feedback to Marketing regarding new Travel and Lifestyle promotions performance and requests Participate in the preparation of Monthly Departmental Reports To ensure the delivery of Lifestyle options to Premium Cards Card members expectations, the incumbent will need to make timely and appropriate judgments decisions based on best available (feasible) information. even when this is limited or unreliable Resolution of day-to-day problems to exceed Premium Cards Card members expectations in terms of satisfaction and requirements i.e., correspondence, chargeback's, inquiries and reconciliation of ledgers

Attending to customer's needs & queries with prompt & efficient service. Ensuring the achievement of business objectives & goals.

Responsible for the entire front office department. Ensures a positive personal image presented to the customer. Anticipates and responds to customer needs appropriately. Ensures a feedback from customers is actively solicited. Handling systems, procedures and practice for the maintenance of quality and customer service standards. Experienced in Fidelio V8; Handling Ship's safe balance Responsible for the monthly statistic Trained on MMS Delegate 5.1 Maintains a safe and secure work environment, Health and safety of customers and employees. Handling all the reports & e-mail concerning the ship's operation Handling pre-arrangements for all VIP guests (special requests, pre-registration, room inspection, in room amenities and gifts, guest mail and messages... etc). Ensure a smooth Check-in and Checkout for all guests. Motivates, trains, coaches and develops all the front office team through recognition, rewards and incentives.

Responsible for organizing as well as conducting all documents and reports. Coordinating and following up with all departments regarding circulars and memorandum emanating from the Chairman's office. Responsible for itinerary preparations, booking of Hotels and Airline tickets. Scheduling activities, processing information and maintaining smooth office work. Handling daily correspondence and official letters. Maintaining a systematic filing system. Arranging and writing minutes of meeting. Organizing and preparing the General Assembly meetings as well as the Board Members meetings.

Accountable for the management of administrative activities and secretarial functions. Receiving and distributing the daily postage from or to management and other department heads. Handling all types of internal and external communication (memos, reports, minutes of meetings, faxes, e-mails) requested by the Chairman. Carrying out other occasional duties related to the scope of the job as requested.

Introducing the new concept of indirect selling through telephone lines. Executing all sales activities with a focus on maximizing sales. Handling all day-to-day activities (achieving sales target, managing daily sales report). Ensuring the achievement of business objectives & goals. Attending to customers needs with prompt & efficient service.

Introducing Time -Share concept in Egypt. Assisting in planning, implementing and executing sales plans.