Albert Michael Email & Phone Number

Dubai, United Arab Emirates

Client-Centered Transactions: Expertly handle property arrangements from start to finish, ensuring the highest level of professionalism and attention to detail.Relationship Building: Develop and maintain strong connections with developers and property owners to continuously expand and refresh the company’s property database.Market Insights & Development Knowledge: Provide clients with comprehensive, up-to-date information on new developments, utilizing company-provided marketing… Show more Client-Centered Transactions: Expertly handle property arrangements from start to finish, ensuring the highest level of professionalism and attention to detail.Relationship Building: Develop and maintain strong connections with developers and property owners to continuously expand and refresh the company’s property database.Market Insights & Development Knowledge: Provide clients with comprehensive, up-to-date information on new developments, utilizing company-provided marketing tools while also embracing self-marketing strategies to stay ahead of the competition.Professional Excellence: Uphold the company’s reputation for excellence through integrity, superior communication, and a solutions-oriented mindset in all interactions.Effective Time Management: Prioritize and manage client appointments, administrative duties, and personal marketing efforts to meet the demands of a high-performing environment, ensuring all processes adhere to company procedures and quality standards. Show less

Dubai

 Successfully established and launched a customer contact center from inception, overseeing all aspects of the process from selecting and implementing the optimal telephony system to recruiting, hiring,and training a high-performing team to commence operations. Establish Customer Contact Center high level of standards, practices, and security measures to ensure effective and consistent operations. Develop and implement an operating model and start-up process while interpreting… Show more  Successfully established and launched a customer contact center from inception, overseeing all aspects of the process from selecting and implementing the optimal telephony system to recruiting, hiring,and training a high-performing team to commence operations. Establish Customer Contact Center high level of standards, practices, and security measures to ensure effective and consistent operations. Develop and implement an operating model and start-up process while interpreting business requirements to ensure successful operations. Set up the Center's KPIs that lead to the success of the overall company's goals and customer satisfaction. Setup and oversee all metrics including calls and emails volume and average handling time of each task to achieve the desired results. Guarantee adherence to company policies and industry regulations by ensuring consistency and uniformity in call center processes. My main focus is to plan and execute the evolution and growth of the Customer Contact Center, to contribute to the overall commercial efforts of the company. I lead and develop a team of reservations in multiple location with a focus on internal process improvement and ensure that all decisions and implementations are based on the highest quality and value. Show less

United Arab Emirates

Dubai

 As a seasoned Reservations Manager, I lead a team of 5 Reservations Agents and 1 Supervisor  Setting up and implementing Standard Operating Procedures (SOPs) for the reservations office Managing and coordinating all group, corporate, Leisure and transient reservations Developing and mentoring the team through goal setting, coaching, training, performance evaluation and corrective measures Addressing and resolving guest concerns related to reservations and ensuring… Show more  As a seasoned Reservations Manager, I lead a team of 5 Reservations Agents and 1 Supervisor  Setting up and implementing Standard Operating Procedures (SOPs) for the reservations office Managing and coordinating all group, corporate, Leisure and transient reservations Developing and mentoring the team through goal setting, coaching, training, performance evaluation and corrective measures Addressing and resolving guest concerns related to reservations and ensuring effective follow-up for group and individual bookings Maximizing occupancy and average rate (ADR) through monitoring and training team members on upselling and cross-selling techniques Delivering daily departmental briefings and monthly communications to keep the team informed and motivated. Show less

Ukraine

 Lead and manage the reservations team, implementing strategies to enhance customer satisfaction and drive revenue growth Develop and implement effective training programs for team members to ensure they are equipped with the necessary skills to excel in their roles Establish and maintain positive relationships with key stakeholders, including guests, clients, and other departments within the hotel and Regional Office Setting and implementing pricing strategies to optimize… Show more  Lead and manage the reservations team, implementing strategies to enhance customer satisfaction and drive revenue growth Develop and implement effective training programs for team members to ensure they are equipped with the necessary skills to excel in their roles Establish and maintain positive relationships with key stakeholders, including guests, clients, and other departments within the hotel and Regional Office Setting and implementing pricing strategies to optimize revenue across all sales channels Analyzing market data and trends to make informed decisions on pricing and inventory management Forecasting future demand and developing strategies to meet or exceed those projections Collaborating with other departments, such as sales and marketing, to develop and execute revenue-generating initiatives Implementing and utilizing revenue management software and tools to analyze data and make informed decisions Monitoring and analyzing competitor pricing and market conditions to stay ahead of industry trends Communicating with senior leadership to report on performance and recommend changes to revenue strategy Identifying areas of improvement and taking steps to increase revenue and profitability. Show less

United Arab Emirates

 Responsible for leading a team of 20 Reservations Agents, 3 Groups Coordinators and 3 Supervisors Drives revenues and business metrics to achieve goals while managing the annual departmental budget Sets and maintains reservations center metrics such as conversion, talk time, average speed of answer and service level Ensures high level of service and productivity through staff planning, hiring, counseling, training and development Establishes and monitors effective goals… Show more  Responsible for leading a team of 20 Reservations Agents, 3 Groups Coordinators and 3 Supervisors Drives revenues and business metrics to achieve goals while managing the annual departmental budget Sets and maintains reservations center metrics such as conversion, talk time, average speed of answer and service level Ensures high level of service and productivity through staff planning, hiring, counseling, training and development Establishes and monitors effective goals and development plans for the department through effective performance management Ensures all agents and supervisors are trained and informed of all promotions and corporate programs Conducts monthly department meetings and weekly briefings and Team buildings Ensures the reservations office adheres to all HR health & safety standards Show less

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