Actively worked from September 2019 until April 2020 and then Covid19 happened.The job holder ensures effective and efficient handling of all customer enquiries at the Front Office.Communicates and coordinates with internal and external visitors, callers and customers at all levels andcreates a smooth, efficient, pleasant and lively environment at the Front Office, offering exceptionalservice in keeping with the Burj Khalifa standards.Key Accountabilities:Front Desk Management:• Receives and greets all visitors and ensures that they register their deals before they are put incontact with the person required, in line with the agreed standards of service• Responsible for all administrative activities of the Front Office are handled, ensures calls areanswered within three rings, screened, connected and re-directed where necessary to the appropriateextension in an effective and efficient manner.• Ensures wearing of proper dress code as per Company policy is maintained with moderate make upand formal office clothes within neutral colours.• Responsible for conference rooms booking and arranges services in response to the request fromthe staff. Ensures facilities within the room are in working condition and consistently checks with officeassistant any further requirement from the guest to ensure delivery of outstanding services the guestwhile in meeting.• Maintains a pleasant and tidy reception area, e.g., arranging newspapers and magazines inorder to present an excellent image of the organisation.• Interfaces with the external visitors, vendors, and others, e.g couriers, maintenance/housekeepingetc., as required by internal customers to support timely resolution of the related concerns at theassigned office.• Filters the inflow and outflow of the inter-company as well as intra-company correspondence,documents from the assigned office to and from the other site offices by using the mail bagsand shuttle service as per the agreed service standards.

Redundancy due to Covid19

 Meets and greets guests as they enter The Dubai Mall and as per the predefined standard greetings Shows enthusiasm while interacting with guests, hence creating apositive experience.  Provides clarification to guests with regards to any query and directs them appropriately. Provides guests with high level of services to achieve defined guest satisfaction level via professional & timely response, product knowledge and willingness to help in accordance with defined SLAs. Accompanies VIP guests as informed by the Supervisor. Ensure not leaving the guest services desk unmanned Manage TDM Hired Items:• Ensures all transactions of Mall transportations item is captured in the system• Ensures all hired items, wheelchair and baby stroller are in proper physical working conditions• Ensures the cleanliness of hired items, wheelchair and baby stroller Manage TDM Gift Card:• Ensures gift card money loading terminal is in working condition• Manages the inventory of the Gift Cards assigned to the desk.• Enters and validates all information of purchaser and recipient as per (POS) module requirements.• Ensures & validates a proper activation of Gift Card after successful cash/ credit card sale transactions Customer Service:• Provide customers with a world class level of service to achieve defines customer satisfaction levels via professional & timely response, business knowledge and proactive identification of customer needs and requirements• Actively seeks out and engages customers to offer assistance• Provides clarification to customers with regard to any query and directs them appropriately• Handles difficult customer situations in a professional and courteous manner• Proactively captures customer complaints, suggestions and feedback and report them to Guests Services Supervisor Roaming• Ensure all communications are via Radio (Tetra) in line with the Tetras usage policy

Prospecting new leads by networking and cold calling. Obtain sponsorships for client’s events based on their requirements. Set targets for sales and provide support that will continually improve the relationship. Grow and retain existing accounts by presenting new solutions and services to clients. Identify potential clients, and the decision makers within the client organization. Forecast sales targets and ensure they are met by the team. Work with the internal team, marketing staff, and other managers to increase sales opportunities to maximize revenue for the organization.

Cold calling and generating new leads to achieve sales targets To coordinate between Liwa Media and the client, and to provide administration support. Arrange for Client’s meetings/seminars/conferences: venue, date, speaker,brochures and all related duties. Market seminars and conferences to the Client’s and Liwa Mediamembers. Provide administrative collaboration and technical support to all the Clients. Maintain Client’s database, activities including meetings minutes andcollaborate with IT department to upload the data to website. Perform other related duties as assigned by the management.

Responsible for working with surveyors and insurers, handling and processing of claims with clients and insurers to ensure claims are fully and properly handled Ability to do all motor claims Assessing and agreeing extent and cost of claims Takes details when a client reports a claim Checks, issues claim forms and advises clients Makes sure that premiums have been paid and that the policy covers the claim Refers doubtful, complex or high-value claims to a claims manager

Was responsible for providing a first class proactive customer service to clients. Performed all functions relating to the booking, administrative and accounting tasks Necessary to process electronic and other travel documents pertain to customer requests & industry requirements Promoted & sold travel products and services Provided clients with a positive experience utilizing analytical and strategic skills Positively contributed to the team environment