Ines Hamidou Email & Phone Number

- Gestion des opérations quotidiennes du service client- Management d'une équipe- Rédaction du Journal de Bord avec toutes les parties prenantes des autres départements- Gestion des litiges et réclamations

Head of Customer Service, Member of the Board of Directors.- Implementation, analysis and deployment of the customers service strategy- Multi-channels customers satisfaction management on all social media- Seamless customer experience- Monitoring, measurement and management of customer relations KPIs- Maintaining dashboards and activity reports- Quality controls and drafting of operating procedures- Conducting trainings on customer relations excellence- Daily team management and team members career development- Design, maintenance and modernization of employee training plans and courses- Personalization of training plans through emotional intelligence: going beyond the framework of pure field training (hard skills), via broadening the scope of skills to training in psychology, sophrology, development of soft skills, etc.

États-Unis

- Ensuring upscale customer service to a high-class clientele- Daily monitoring of the Front Office Team operations: upgrades, special requests, cocktail parties, lost luggage, amenities, hosting guests’ tables, embark/debark operations (check-in & out), etc.- Anticipate and exceed high clientele unstated needs at a fast-paced rate, service to Concierge Suites for itinerary planning, booking of events, general question and answer, and folio settlement, partner with Shoreside pre-arrival Concierge Services for Guest Itineraries, Celebrations and Special requests mentioned by Guests prior to arrival, partner with all Departments to fulfill all Concierge Guest requests, attending the VIPs, personal assistance from A to Z- Highly refined verbal and written communication skills- Providing guidance to other leaders, interacting with the managers permanently, providing insight and coaching, monitoring the Concierge Suites flawless operations, cocktails and events- Analyzing guests comments and providing strategic leadership- Coordination of pre-embarkation: amenities, welcome letters, check-ins- Bridgebuilder amongst departments, fostering a positive working environment- Hire, train, motivate, recognize, coach and develop associates through incentives and training plans- Ensure proper staffing and scheduling- Control payroll costs- Communicate priorities- Identification of skills needs and training areas to be developed according to the company's strategic orientations- Gathering the needs of the team members and their managers- Measurement of the evolution of the team's performance in the short and medium term and communication on the results of training actions.- Daily production of reporting and monitoring of the team's daily results through analysis and improvement of the customer journey

Paris, France

Guest relations manager of 100 team members in the Disneyland Paris resort- Development and supervision of teams in the context of guests' claims and complaints, linked to the activity of the site as a whole (parks, hotels, restaurants, stores, etc.)- Development, implementation and monitoring of the customer service strategy to ensure customer expectations are continually exceeded- Partnership and collaboration with all the lines of business across the entire resort with the aim of creating and maintaining positive work relations (with the resort's hotels' teams, catering teams, attractions, crowd management, event management, merchandise, medical team, etc.)- Planning of the continuous training of the team members, conducting daily and weekly meetings, updates on objectives, disciplinary actions, team development through recognition, training and coaching- Implementation of ratios and activity indicators of the resort's customer satisfaction, notes and memos of inter- and intra-department information linked to the customer satisfaction of the resort activity- Coaching and monitoring of the team members' performances- Communicate clear and achievable objectives to team members and welcome feedback- Coordination of serious medical cases and evacuations- Excellent verbal, written and telephone skills

Epcot - Uk Pavilion, Canada Pavilion, France Pavilion And World'S Traveler

- Intercultural management of British, Canadian, French and American teams- 16 luxury stores of +20M€/yr. Dior, Guerlain, Thierry Mugler, Givenchy, amongst others- Responsible for the BtoB segment of the branch in addition to daily BtoC management- Partnership with B2B clients to bring and develop their lines on the site: Transatlantic fine wines, Deutsch Family wine and spirits (Georges Duboeuf, Vidal Fleury, Sauvion), LVMH, Perrier Cadeau, Dom Perignon, Stacole fine wines, Republic National Distributing Company, Premiere company (Pierre Sparr), Import ANT Wines, UK Imports, among others- Optimization of the marketing of all spaces according to a strong dynamic of price yield- Employee development program implementation through training and recognition- Identification of team memers' skills needs and training areas to be developed according to the company's strategy- Collection of the team members' personal requests and needs during one on ones- Analysis of their skills, assessments of needs and motivations; translation into skills to be acquired/deepened and training objectives, definition of professional development paths.

Région De Paris , France

- Group and seminar privatizations such as Air France, or the Ile de France Region- Budgeting of the event, from the expression of the client's initial need until the day of the event, planning over several months, logistical organization of the teams, deployment on the day- Very large events (up to 30,000 customers per date)- In charge of planning, organizing, and site deployment of part of the resort's shows (e.g. Disney Parades, Halloween, Christmas, etc)

États-Unis

- Addressing guests concerns and challenges- Continuously seeking opportunities to improve the guests experience and stay by responding to expressed and non-expressed needs- Immediate problem resolution- Strong written and verbal communication, including phone skills- Proven ability to multi-task and think fast under pressurE

Paris, La Defense

Internship, followed by full time employment as a financial auditor into the “ICE” department of the company (Information, Communication & Entertainment) - Gaining information about the financial records of companies audited, in order to give an independent assessment of the fairness by which the financial statements are presented by the management. Production of a report based on the results of the audit. - Balance sheet · Income statement · Cash flow statement · Bookkeeping · Trial balance · General ledger · Debits and credits · Cost of goods sold · Standard practices · GAAP / IFRS · Equity · Retained earnings

Master'S Degree

Master'S Degree

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Khâgne - 2Ème Année De Classe Préparatoire Littéraire

Hypokhâgne - 1Ère Année De Prépa Littéraire

Manager D'Activité De Formation