Summary
Overview
Work history
Education
Skills
Certification
Languages
Personal Information
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Generic
Asmae El Haddad

Asmae El Haddad

Abu Dhabi,United Arab Emirates

Summary

A highly organised and detail-oriented professional with a strong foundation in teamwork, leadership, and office administration. Demonstrates exceptional skills in time management, decision-making, and handling confidential information. Proficient in business correspondence and enhancing customer experience through effective communication. Committed to leveraging organisational skills and attention to detail to drive team motivation and achieve business objectives.

Experienced professional with focus on office management and team coordination. Known for improving operational processes and fostering collaborative work environments. Utilises strong organisational skills and effective communication to enhance productivity and streamline office functions.

Proactive professional with talent for leadership and organisation. Demonstrates strong communication and problem-solving skills, honed through diverse roles in administration and team coordination. Capable of driving operational efficiency and fostering productive workplace environment.

Overview

20
20
years of professional experience
3
3
years of post-secondary education
1
1
Certification

Work history

Office Manager

Lunate
Abu Dhabi
05.2024 - Current
  • Ensured smooth day-to-day operations with diligent oversight of office tasks.
  • Negotiated contracts with vendors, ensuring cost-effective services and supplies.
  • Facilitated staff training sessions to enhance productivity and job satisfaction.
  • Prepared detailed reports for senior management's strategic planning.
  • Streamlined invoice processing procedures for smoother financial operations.
  • Handled incoming correspondence, resulting in timely responses and decision-making.
  • Managed supplier relationships to secure best pricing and service delivery.
  • Coordinated facility maintenance, providing a safe and comfortable work environment.
  • Improved office efficiency by streamlining administrative procedures.
  • Maintained company records in compliance with legal requirements.
  • Performed regular audits on company expenditures, identifying potential cost-saving opportunities.
  • Resolved employee conflicts with tactful mediation strategies.
  • Implemented new filing systems, improving data retrieval efficiency.
  • Oversaw recruitment processes, attracting top-tier talent for team expansion.
  • Liaised with IT department to rectify technical issues promptly.
  • Tracked inventory levels of office supplies, preventing stock shortages.
  • Coordinated team meetings for effective communication and project alignment.
  • Organised staff holiday schedules without disrupting workflow continuity.
  • Updated office policies to reflect changing business needs and regulations.
  • Organised filing systems and maintained records and documentation in alignment with company policies and data security protocols.
  • Answered high-volume daily telephone and email enquiries, minimising correspondence backlogs.
  • Processed invoices and purchase orders with high attention to detail.
  • Processed invoices and financial data with strong eye for detail.
  • Managed database to maintain updated records and accuracy.
  • Worked to facilitate positive, productive working environments through reliable administrative support.
  • Accurately executed secretarial tasks, maintaining smooth administrative operations.
  • Coordinated office workflow and implemented improvements to drive efficiency and productivity.
  • Utilised Microsoft Excel to manage spreadsheets and deliver specialised reports on company metrics.
  • Monitored and proactively replenished office supply inventory for seamless operations.
  • Greeted and directed incoming visitors and clients to reduce wait times and increase satisfaction.
  • Streamlined office procedures, implementing new systems to address bottlenecks and disruptions.
  • Scheduled meeting spaces and catering for board meetings, client consultations and contract negotiations.
  • Worked with HR to maintain accurate and confidential employee records, enforcing compliance with regulatory standards.
  • Liaised with external vendors and service providers to address on-site maintenance and repair needs.
  • Produced and distributed monthly reports using Excel knowledge, enabling improved business analysis.
  • Reviewed existing procedures and systems for inefficiencies and recommended actionable initiatives for improvement.
  • Prioritised high-volume competing tasks to complete simultaneous projects within stringent timeframes.
  • Managed schedules for C-level executives, coordinating daily meetings and travel arrangements.
  • Liaised with security personnel to monitor on-site access and approve authorised visitors to enter premises.
  • Registered visitors, guests and contractors upon arrival, providing access passes.
  • Maintained high standards of accuracy and quality in data entry and recordkeeping.
  • Resolved team conflicts and assisted with identified problems to maintain sense of teamwork.
  • Set office policies and procedures to keep team members coordinated.
  • Created and submitted progress reports to upper management.
  • Updated office management on team's activities and progress at weekly meetings.
  • Delivered new hire training and mentored established staff on processes and procedures.
  • Oversaw recruitment for clerical staff, accounting and operations teams.
  • Instructed employees in company policies and procedures, maximising compliance and consistency.
  • Identified skills gaps and arranged relevant training to upskill clerical team.
  • Designed strategic schedules, rotas and workloads to promote productivity.
  • Scheduled staff and delegated assignments to adequately cover operational and project requirements.
  • Input current metrics into tracking documents and spreadsheets and prepared reports.
  • Communicated policy changes and business priorities to streamline office team tasks.
  • Directed team in producing diverse work with word processing and desktop publishing applications.
  • Enforced clerical team compliance with industry best practices and internal policies.
  • Partnered collaboratively with other departments to determine optimum schedules for special projects.
  • Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.

Office Manager

ABU DHABI CAPITAL GROUP
Abu Dhabi, United Arab Emirates
01.2023 - 05.2024
  • Oversee daily administrative operations to ensure efficiency and smooth workflow
  • Manage office supplies, equipment, and facilities, ensuring they are well-maintained and stocked
  • Coordinate and collaborate with different departments, serving as a liaison to facilitate communication and teamwork
  • Supervise administrative staff, providing guidance and support as needed
  • Handle internal and external communication, including emails, phone calls, and meetings
  • Ensure clear and effective communication within the office and with external stakeholders
  • Assist in the recruitment process, including posting job listings, scheduling interviews, and onboarding new employees
  • Manage employee records, benefits administration, and timekeeping
  • Assist in budget preparation and monitor office expenditures
  • Process invoices, track expenses, and collaborate with the finance department as needed
  • Support project planning and execution, ensuring deadlines are met and objectives are achieved
  • Coordinate and prioritise tasks to meet project and organisational goals
  • Organise and coordinate office events, meetings, and conferences
  • Arrange logistics, catering, and other event-related details
  • Oversee the implementation and maintenance of office technologies and systems
  • Troubleshoot technical issues or liaise with IT support when necessary
  • Ensure compliance with health and safety regulations in the workplace
  • Implement and oversee safety protocols and emergency procedures
  • Address and resolve administrative issues and challenges as they arise
  • Implement solutions to enhance office efficiency and effectiveness
  • Contribute to strategic planning by providing insights on office operations and recommending improvements
  • Collaborate with HOD's
  • Updated office policies to reflect changing business needs and regulations.
  • Ensured smooth day-to-day operations with diligent oversight of office tasks.
  • Facilitated staff training sessions to enhance productivity and job satisfaction.
  • Implemented new filing systems, improving data retrieval efficiency.
  • Negotiated contracts with vendors, ensuring cost-effective services and supplies.
  • Organised staff holiday schedules without disrupting workflow continuity.
  • Coordinated facility maintenance, providing a safe and comfortable work environment.
  • Handled incoming correspondence, resulting in timely responses and decision-making.
  • Performed regular audits on company expenditures, identifying potential cost-saving opportunities.
  • Administered payroll system efficiently, avoiding errors or delays in payment cycle.
  • Improved office efficiency by streamlining administrative procedures.
  • Managed supplier relationships to secure best pricing and service delivery.
  • Liaised with IT department to rectify technical issues promptly.
  • Oversaw recruitment processes, attracting top-tier talent for team expansion.
  • Prepared detailed reports for senior management's strategic planning.
  • Tracked inventory levels of office supplies, preventing stock shortages.
  • Coordinated team meetings for effective communication and project alignment.
  • Maintained company records in compliance with legal requirements.
  • Resolved employee conflicts with tactful mediation strategies.
  • Streamlined invoice processing procedures for smoother financial operations.
  • Organised filing systems and maintained records and documentation in alignment with company policies and data security protocols.
  • Answered high-volume daily telephone and email enquiries, minimising correspondence backlogs.
  • Processed invoices and purchase orders with high attention to detail.
  • Processed invoices and financial data with strong eye for detail.
  • Managed database to maintain updated records and accuracy.
  • Worked to facilitate positive, productive working environments through reliable administrative support.
  • Accurately executed secretarial tasks, maintaining smooth administrative operations.
  • Coordinated office workflow and implemented improvements to drive efficiency and productivity.
  • Utilised Microsoft Excel to manage spreadsheets and deliver specialised reports on company metrics.
  • Monitored and proactively replenished office supply inventory for seamless operations.
  • Greeted and directed incoming visitors and clients to reduce wait times and increase satisfaction.
  • Streamlined office procedures, implementing new systems to address bottlenecks and disruptions.
  • Scheduled meeting spaces and catering for board meetings, client consultations and contract negotiations.
  • Liaised with external vendors and service providers to address on-site maintenance and repair needs.
  • Worked with HR to maintain accurate and confidential employee records, enforcing compliance with regulatory standards.
  • Produced and distributed monthly reports using Excel knowledge, enabling improved business analysis.
  • Reviewed existing procedures and systems for inefficiencies and recommended actionable initiatives for improvement.
  • Managed schedules for C-level executives, coordinating daily meetings and travel arrangements.
  • Liaised with security personnel to monitor on-site access and approve authorised visitors to enter premises.
  • Registered visitors, guests and contractors upon arrival, providing access passes.
  • Maintained high standards of accuracy and quality in data entry and recordkeeping.
  • Resolved team conflicts and assisted with identified problems to maintain sense of teamwork.
  • Set office policies and procedures to keep team members coordinated.
  • Delivered new hire training and mentored established staff on processes and procedures.
  • Oversaw recruitment for clerical staff, accounting and operations teams.
  • Instructed employees in company policies and procedures, maximising compliance and consistency.
  • Identified skills gaps and arranged relevant training to upskill clerical team.
  • Scheduled staff and delegated assignments to adequately cover operational and project requirements.
  • Designed strategic schedules, rotas and workloads to promote productivity.
  • Input current metrics into tracking documents and spreadsheets and prepared reports.
  • Communicated policy changes and business priorities to streamline office team tasks.
  • Directed team in producing diverse work with word processing and desktop publishing applications.
  • Enforced clerical team compliance with industry best practices and internal policies.
  • Partnered collaboratively with other departments to determine optimum schedules for special projects.
  • Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.

HR & Admin Assistant

MODON PROPERTIES
Abu Dhabi, United Arab Emirates
09.2021 - 01.2023
  • Manages office operations alongside the office manager
  • Makes improvements to increase efficiency and save money
  • Schedules and oversees cleaners, janitors, and security personnel
  • Pays Rent, utilities, and vendor invoices on time
  • Handles bookkeeping for office-related income and expenses
  • Orders office supplies and equipment
  • Receives, sorts, and distributes incoming mail
  • Works with HR and IT to set up offices and cubicles for new hires
  • Plans office events including town hall, national day, team bonding activities
  • Maintaining employee records (soft and hard copies)
  • Updating HR databases (new hires, separations, vacation, and sick leaves)
  • Assisting in payroll preparation by providing relevant data (absence, leave...)
  • Contact candidates and schedule interviews for HR round and technical round
  • Prepare HR documents, like New Hire Form and Rating form
  • Respond to employee inquiries about benefits and HR Related policy
  • Revise company policy
  • Liaise with external partners like insurance vendors & Ensure legal compliance
  • Organised HR projects: Events and activities for employees
  • Conduct a candidate background check by sending emails for reference check to unlock the job offer letter
  • Prepare the welcome message for new joiners
  • Prepare the RRF (request requisition form) and send it to the department head for signature
  • Distribute the RRF to other department to prepare for new joiners (Access card, email ID, phone extension)
  • Send a joining date confirmation email to the new joiners 4 days prior to their first day
  • Prepare the business card draft for existing and new joiners' employees and send it for printing & Prepare the Joining report
  • Collaborate with the Recruiter to post job ads on careers pages and process incoming resumes
  • Manage the department's telephone center and address queries accordingly
  • Prepare reports and presentations for internal communications
  • Organised HR Manager calendar and meetings
  • Communicate with recruiters and department head to schedule the candidate's interview
  • Coordinated office operations by handling phone inquiries, managing correspondence and supervising office cleanliness.
  • Collaborated with HR officers during recruitment process to streamline candidate screening.
  • Streamlined administrative processes for increased efficiency in the workplace.
  • Initiated purchase orders for office supplies ensuring cost-effective procurement.
  • Assisted in the preparation of regularly scheduled reports for upper management review.
  • Handled sensitive information discreetly maintaining high level confidentiality at all times.
  • Organised client meetings, prepared agendas and took detailed minutes.
  • Assisted with budget preparations enabling effective financial planning.
  • Performed bookkeeping tasks, including invoicing and expense tracking.
  • Expedited document filing system with a new, organised method.
  • Maintained stock levels to avoid shortages in office supplies.
  • Improved customer satisfaction through prompt response to email and phone queries.
  • Supported accurate record-keeping with proficient data entry skills.
  • Ensured efficient travel arrangements for staff including booking flights and accommodations.
  • Updated company databases by inputting new employee contact information and employment details.
  • Interacted professionally with clients providing excellent service at all times.
  • Contributed to team effort by accomplishing related results as needed.
  • Managed front desk duties to ensure smooth operation of reception area.
  • Facilitated internal communication.
  • Submitted timely reports which provided critical updates on various projects.
  • Handled incoming calls for staff, answering questions, directing calls and documenting messages.
  • Supported staff with administrative needs for photocopying, faxing and filing.
  • Arranged filing systems for easy use and retrieval by personnel.
  • Wrote professional letters, emails and memoranda for business communication.
  • Examined, scanned and input documents in software system.
  • Sorted and organised different types of information by document type, personnel or location.
  • Kept adequate office supplies on hand to support staff and business requirements.
  • Reviewed documents for staff to proofread for errors, correct formatting and verify factual information.
  • Processed new customer orders, coordinated related documentation and adjusted account balances.
  • Opened and routed business parcels and letters.
  • Received and checked financial statements and reconciled related accounts.
  • Transcribed or scanned data to create new files.
  • Gathered information, created charts and produced reports for staff.
  • Produced clean, error-free professional business correspondence for office team.
  • Classified physical and digital documentation with correct codes.
  • Applied maths abilities to calculate and check financial figures.
  • Took dictation and transcribed words for staff to create records and correspondence.

Customer Service Team Leader

AL QANA PROPERTY MANAGEMENT
Abu Dhabi, United Arab Emirates
09.2019 - 12.2021
  • Create an inspiring team environment with an open communication culture
  • Encourage creativity and risk-taking
  • Suggest and organise team building activities
  • Responsible for implementing strategies that team members use to achieve a goal
  • Delegating tasks based on each member's strengths and skills
  • Oversee day-to-day operation Monitor team performance
  • Discover training needs and provide coaching
  • Listen to team members' feedback and resolve any issues or conflicts
  • Recognise high performance and reward accomplishments
  • Visit the tenant daily and check if they need any assistant or if they have any complaints
  • In charge for VIP's visit to escort and show around all the project and explain and answer all their inquiry
  • Communicate with FM department, security department, The national aquarium team for any new update
  • Report any damage or incident to CAFAM team and follow up
  • Check on daily basis on google review and answer all guest and contact the guest if any negative comment or complaints
  • Assist marketing team with all the operation updates Monitor the call center team
  • Update the call center team with any new update and check if any pending call or inquiry
  • Coordinated staff rota, ensuring optimal coverage during peak times.
  • Ensured compliance with company policies and regulations by conducting regular audits of team operations.
  • Facilitated productive team meetings to discuss targets and strategies for meeting them.
  • Liaised with other departments for seamless coordination of customer inquiries, achieving faster response times.
  • Fostered a supportive work environment through mentoring sessions, leading to increased employee retention rates.
  • Monitored team's performance, providing constructive feedback for continuous improvement.
  • Improved customer service quality by implementing effective team training programmes.
  • Maintained high levels of service standards through regular reviews of quality control measures.
  • Developed standard operating procedures to streamline workflow in the department.
  • Implemented performance metrics which improved overall customer service experience.
  • Conducted thorough investigation into complex customer issues, ensuring accurate problem-solving outcomes.
  • Protected business integrity by adhering strictly to data protection laws when handling sensitive customer information.
  • Demonstrated superior conflict-resolution skills in managing difficult customers situations, maintaining professional composure at all times.
  • Provided comprehensive product knowledge training to new employees, enhancing their confidence and performance on the job.
  • Led daily team briefings to foster a cohesive working environment.
  • Managed escalated complaints with empathy and professionalism, improving brand reputation.
  • Streamlined communication processes for enhanced efficiency and productivity.
  • Promoted a positive work culture through staff motivation activities.
  • Responded to customer requests with friendly, knowledgeable service and support.
  • Collaborated with staff members to enhance customer service experience and exceed client satisfaction rate targets.
  • Completed documentation and logs each day, generating detailed weekly reports.
  • Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
  • Led and supported customer support staff to achieve objectives.
  • Managed workflow to continuously exceed quality service goals.
  • Trained staff on operating procedures and company services.
  • Promptly responded to inquiries and requests from prospective customers.
  • Liaised between customers and internal departments to address and resolve customer service concerns.
  • Advised management of customer service trends, creating proactive strategies to maintain best practices.
  • Worked with new hires to educate on various customer service tasks, product specifications and company protocols.
  • Facilitated conflict resolution by implementing protocols and investigating issues through to completion.
  • Enhanced customer satisfaction ratings by managing client enquires through to resolution.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Identified individual staff development needs and arranged appropriate training.
  • Sustained continuous improvement by implementing customer interface management systems through email marketing, live chat services and social media.
  • Met customer call guidelines for service levels and handle time.
  • Capitalised on upsell opportunities with new and potential customers.
  • Strategised long-term business needs and drove customer feedback for process improvements.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Cultivated environment to encourage continual process improvements.
  • Obtained feedback from customers to improve service experience.
  • Handled in-person, email and mailed correspondence.
  • Implemented customer follow up to uphold service standards.
  • Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
  • Applied conflict management to stressed and concerned customers.
  • Listened actively to offer accurate information and best solution to their needs.
  • Recorded information about inquiries and complaints within internal database.
  • Advised customers on availability, pricing and location of products.
  • Completed transactions to replace or exchange defective items.
  • Maintained excellent client satisfaction by providing in-depth support.
  • Followed scripts when answering common customer questions.
  • Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
  • Shared informational brochures and details about policies to help guests make decisions.
  • Prepared necessary forms to complete transactions.
  • Set appointments with field teams to carry out service changes or deliver new products.
  • Offered current, accurate advice on optional solutions for concerns.

Senior Guest Liaison Supervisor

ABU DHABI INVESTMENT AUTHORITY
Abu Dhabi, United Arab Emirates
01.2016 - 01.2018
  • Overseeing and assessing customer service staff activities and providing them with regular performance-related feedback
  • Strategising, and monitoring daily activities of customer service operation Assisting customer service staff with duties where required
  • Training staff in areas of customer service and company policies Investigating and solving customer service complaints
  • Assisting with development and implementation of service policies, and explaining these to staff and customers
  • Maintaining documentation pertaining to customer service department activities
  • Performing additional duties where needed
  • Reduced workplace conflicts through effective communication and negotiation skills.
  • Delegated tasks appropriately, achieved balanced workload among team members.
  • Monitored employee attendance records for maintaining discipline within the team.
  • Identified potential risks and mitigated them through proactive measures.
  • Promoted a safe work environment by enforcing strict adherence to safety regulations.
  • Improved team efficiency by implementing new scheduling practices.
  • Encouraged open dialogue amongst team members, promoted an inclusive work environment.
  • Implemented company policies effectively, maintained high standards of service delivery.
  • Led team meetings, ensured clear communication amongst all members.
  • Facilitated monthly training sessions for enhanced staff performance.
  • Coordinated with other supervisors to maintain consistency across shifts.
  • Resolved customer complaints promptly, resulted in increased customer satisfaction rates.
  • Fostered a positive work culture to boost employee morale.
  • Assisted in the recruitment process for hiring quality staff members.
  • Conducted performance appraisals with employees for career development discussions.
  • Provided constructive feedback to staff for improved performance levels.
  • Managed daily operations to increase productivity.
  • Oversaw inventory management to avoid any shortage or excess stock issues.
  • Ensured smooth operations with regular maintenance checks.
  • Organised team resources, resulted in improved project timelines.
  • Supervised activities of workers and enforced safety regulations.
  • Trained new hires and set up mentoring relationships to drive team performance.
  • Worked closely with management to manage staff levels and allocate resources for production plans.
  • Maintained team-oriented atmosphere with open communication and quick conflict resolution.
  • Tracked employee performance, assessed daily output and implemented corrective actions to close gaps.
  • Improved workplace safety to reduce accidents and near-misses.
  • Logged daily activities and notable incidents during production shifts.
  • Updated staff on changes to internal policies and procedures for continued compliance and standardisation.
  • Directed work of labourers and specialist team members to produce quality results.
  • Observed worker activities to assess safety compliance and identify enforcement gaps.
  • Estimated costs, generated reports, and maintained detailed records.
  • Monitored supply levels to maintain proactive approach to handling shortages and maintaining manufacturing schedules.
  • Coordinated activities for team of various manufacturing workers.
  • Arranged manufacturing schedules to minimise downtime.
  • Organised recruitment activities to reflect department requirements and budget.
  • Analysed and improved manufacturing processes to cut costs.
  • Compiled data on economics, supply chain and industry trends to build successful manufacturing plans.

Cabin Crew FJ Business & Pearl Class

ETIHAD AIRWAYS
04.2011 - 12.2014
  • Attending a pre-flight briefing, during which air cabin crew are assigned their working positions for the upcoming flight. Crew are informed of flight details, the schedule, the number of infants on board and if there are passengers with any special requirements, such as diabetic passengers or passengers in wheelchairs
  • Carrying out pre-flight duties, including checking the safety equipment and doing security checks, ensuring the aircraft is clean and tidy and that information in the seat pockets is up to date and all meals, drinks and stock are on board
  • Present emergency equipment and give instructions to passengers on how to use this equipment
  • Monitor, manage and secure the cabin
  • Adhere to all aviation rules and regulations
  • Assist passengers and cabin crew during emergency situations
  • Provide special care to people in need
  • Prepare and submit reports on flight incidents
  • Carried out day-to-day duties accurately and efficiently.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Successfully delivered on tasks within tight deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Supported team by demonstrating respect and willingness to help.
  • Worked flexible hours, covering nights, weekends and bank holidays.
  • Consistently arrived at work on time and ready to start immediately.
  • Offered friendly, efficient customer service and handled challenging situations with ease.
  • Cleaned work areas and equipment to maintain faultless hygiene standards.
  • Increased customer satisfaction by resolving issues.
  • Improved efficiency and productivity by acquiring new skills.
  • Completed duties to deliver on targets with accuracy and efficiency.
  • Displayed energy and enthusiasm in fast-paced environment.
  • Completed customer orders with speed and accuracy.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Used Microsoft Word and other software tools to create documents and clear communications.
  • Applied positive customer service approach to increase satisfaction levels.
  • Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
  • Delivered exceptional customer service by proactively listening to concerns and answering questions.
  • Oversaw daily operations to achieve high productivity levels.

Front Office Duty Manager

GRAND MILLENNIUM AL WAHDA
Abu Dhabi, United Arab Emirates
03.2011 - 10.2011
  • Handling customer and employee issues
  • Overseeing operations, including maintenance, cleanliness, and efficiency
  • Ensuring that security and safety regulations are met
  • Keep track of monthly, quarterly, and yearly goals
  • Work with management to assess and improve processes and policies
  • Monitor and report on revenue and cash flow
  • Uphold and enforce company policies
  • Train new hires
  • Address employee complaints or performance issues as needed
  • Check in with employees regularly to determine satisfaction Schedule shifts
  • Address customer issues and complaints
  • Schedule regular maintenance and cleaning of facilities
  • Meet regularly with upper management to stay informed on company issues
  • Oversee security of the facility
  • Multi tasks
  • Help receptionists at busy operation with check-in / check-out
  • Assisted guests with luggage storage requirements when necessary.
  • Verified identification and payment methods upon check-in for security purposes.
  • Monitored inventory of office supplies, preventing any operational disruptions due to shortage.
  • Compiled reports on front office activities for senior management review.
  • Balanced cash drawers at the end of each shift ensuring accountability.
  • Resolved customer complaints promptly, improving overall service quality.
  • Facilitated staff training sessions to uplift service standards.
  • Improved efficiency by streamlining front office processes using latest software tools.
  • Maintained up-to-date knowledge of local events and attractions to assist guests accordingly.
  • Upheld high cleanliness standards at the front desk area, presenting a polished first impression to guests.
  • Conducted regular inspections of public areas, maintaining impeccable presentation standards.
  • Processed payments swiftly, enhancing guest checkout experience.
  • Managed emergency situations calmly, guaranteeing guest safety and wellbeing.
  • Delivered exceptional customer service whilst handling telephone inquiries promptly.
  • Developed duty rosters for staff to ensure adequate coverage during peak times.
  • Liaised with different departments effectively, ensuring seamless hotel operations.
  • Coordinated with housekeeping for timely room availability, resulting in improved guest experience.
  • Managed room bookings and cancellations to ensure maximum occupancy.
  • Enhanced guest satisfaction by managing front office operations efficiently.
  • Ensured smooth check-in and check-out for guest convenience.
  • Encouraged mutual trust, respect and cooperation among team members.
  • Ensured smooth and efficient running of shift, delivering daily shift briefings to advise team of special events or VIP guests.
  • Maintained high standards of accuracy and quality in data entry and recordkeeping.
  • Created and submitted progress reports to upper management.
  • Updated office management on team's activities and progress at weekly meetings.
  • Set office policies and procedures to keep team members coordinated.
  • Resolved team conflicts and assisted with identified problems to maintain sense of teamwork.
  • Scheduled staff and delegated assignments to adequately cover operational and project requirements.
  • Delivered new hire training and mentored established staff on processes and procedures.
  • Designed strategic schedules, rotas and workloads to promote productivity.
  • Instructed employees in company policies and procedures, maximising compliance and consistency.
  • Input current metrics into tracking documents and spreadsheets and prepared reports.
  • Partnered collaboratively with other departments to determine optimum schedules for special projects.
  • Communicated policy changes and business priorities to streamline office team tasks.
  • Identified skills gaps and arranged relevant training to upskill clerical team.
  • Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
  • Directed team in producing diverse work with word processing and desktop publishing applications.
  • Oversaw recruitment for clerical staff, accounting and operations teams.
  • Enforced clerical team compliance with industry best practices and internal policies.

Guest Relations Manager

AL MUROOJ ROTANA HOTEL
Dubai
10.2005 - 12.2006
  • Provide upscale guest service experiences for clients throughout their stay
  • Ensure clients are properly greeted upon their arrival
  • Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
  • Coordinate luggage collection and storage
  • Oversee check-in and check-out procedures, including reservations and financial transactions
  • Actively listen to and resolve complaints
  • Ensure special guests, like disabled people, elderly, children, and VIPs, receive personalised services
  • Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
  • Inform clients of our hotel services, including breakfast and dining options
  • Promote all hotel amenities, conveniences and programs offered
  • Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
  • Appraise team's performance and produce regular reports
  • Examine daily duties, assign tasks, and check on progress
  • Analyse customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
  • Recommend local tourist spots, including places to dine, shop and sight-see
  • Establish friendly relationships with regular hotel clients

Guest Relations Officer

AL MUROOJ ROTANA HOTEL
Dubai, United Arab Emirates
10.2005 - 11.2006
  • Coordinate the activities of guest relations officers to ensure that they are always available
  • Analyse customer feedback to ensure delivery of proper customer services
  • Handle staff schedules, rotating shifts, and training needs
  • Respond to guests' needs and anticipate ones that have not been stated
  • Encourage staff members to indulge in suggestive selling such as additional hotel services
  • Respond to escalated complaints with the view to retain business
  • Oversee the arrival and departure of important guests and client
  • Examine activities logbook, assign tasks, and ensure that all tasks are being carried out according to the hotel's policies
  • Liaised with other hotel departments to ensure seamless service delivery.
  • Established rapport with diverse clientele to facilitate smooth communication.
  • Ensured adherence to hotel standards, promoting a consistent quality experience for all guests.
  • Updated knowledge on local attractions routinely to provide accurate information to tourists.
  • Managed front desk operations to streamline check-in and checkout processes.
  • Fostered a welcoming atmosphere for improved guest experience.
  • Enhanced guest satisfaction by promptly addressing inquiries and complaints.
  • Utilised customer relationship management software effectively for better record keeping.
  • Delivered exceptional service, resulting in repeat patronage from guests.
  • Facilitated easy payment transactions, enhancing overall customer convenience.
  • Provided personalised services based on unique client needs – translating into a memorable stay for every guest.
  • Conducted training sessions for new staff members to uphold service excellence.
  • Executed daily administrative duties, contributing towards efficient hotel operation.
  • Assisted in the organisation of special events for enhanced guest satisfaction.
  • Executed feedback collection process diligently, aiding in continuous improvement efforts.
  • Resolved conflicts amongst guests tactfully, maintaining peace and tranquillity within the premises.
  • Boosted hotel reputation with professional handling of guest relations issues.
  • Attended team meetings regularly, providing valuable inputs on improving guest services.
  • Coordinated timely completion of room cleaning, ensuring a comfortable stay for guests.
  • Handled reservation tasks efficiently, reducing waiting times for guests.
  • Addressed guest enquiries, providing updated and informative answers to resolve issues.
  • Liaised with management to address escalated complaints or request support on complex account issues,
  • Followed established protocols and scripts to maintain smooth and seamless call progress.
  • Resolved guest concerns on first-call, consistenly receiving positive feedback and high customer satisfaction scores.
  • Updated guest accounts and maintained strict adherence to confidentiality protocols to protect guest data.
  • Processed orders and payment transactions securely, following all anti-fraud directives.
  • Reported on daily call volume and resolution statistics to aid in annual performance evaluations.
  • Collaborated with internal departments to research and resolve account discrepancies.
  • Met and exceeded established metrics for call quality, length, and resolution.
  • Used excellent telephone manner to optimise customer experience, promptly cutting complaints.
  • Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
  • Supported continuous improvement initiatives, collecting customer feedback to inform future business processes.
  • Drove customer retention, building engaging relationships through every interaction.
  • Maximised sales revenue growth by successfully identifying up- and cross-selling opportunities.
  • Collaborated closely with sales department to identify, support and maximise expansion opportunities.
  • Maximised sales revenue growth by successfully identifying and capitalising on cross-selling opportunities.
  • Improved customer satisfaction ratings through responsive query resolution.
  • Built positive customer rapport through friendly, professional communication.
  • Maintained up-to-date client records in database systems.
  • Used in-depth product understanding to answer customer questions knowledgeably.
  • Entered, updated and removed customer information to keep accounts current.
  • Followed up customer queries to check provided solutions met expectations.
  • Advised clients of products and services and sold additional offerings to increase sales numbers.
  • Updated customers on special offers and promotions for increased revenue.
  • Logged customer communications for complete service records.
  • Fielded incoming calls and messages from clients, addressing complaints to contact centre policies.
  • Prepared letters, information sheets and order documentation and distributed to clients.
  • Accepted direct payments and set up invoicing and payment plans for complex orders.
  • Set up appointments for customers and entered work tickets to obtain needed services for clients.
  • Asked probing questions of clients to understand needs and identify actionable requirements.
  • Reduced customer wait times by adhering to call target timeframes.
  • Reached out to established clients to follow up after sales and offer new products and services.
  • Actioned customer feedback to enhance contact centre service provisions.
  • Coordinated dispatching for field team completing installation, maintenance and repair work.
  • Operated switchboard systems successfully to manage high call volumes.

Education

Associate Degree - Business Administration and Management

Al Akhawayn University
Morocco
09.2002 - 07.2005

Skills

  • Teamwork & Leadership
  • Team Motivation
  • Time Management
  • Organisation Skills
  • Decision-Making
  • Oral & Written Communication
  • Office Administration
  • Handle Confidential Information
  • Business Correspondence
  • Customer Experience
  • Expense Reports
  • Attention to Detail

Certification

  • On Job Training
  • Managing Employee Development
  • Aviation Safety Cum First Aider

Languages

Arabic
Native
French
Fluent
English
Proficient (C2)

Personal Information

  • Available: 1 Month
  • Gender: Female
  • Nationality: Moroccan


Timeline

Office Manager

Lunate
05.2024 - Current

Office Manager

ABU DHABI CAPITAL GROUP
01.2023 - 05.2024

HR & Admin Assistant

MODON PROPERTIES
09.2021 - 01.2023

Customer Service Team Leader

AL QANA PROPERTY MANAGEMENT
09.2019 - 12.2021

Senior Guest Liaison Supervisor

ABU DHABI INVESTMENT AUTHORITY
01.2016 - 01.2018

Cabin Crew FJ Business & Pearl Class

ETIHAD AIRWAYS
04.2011 - 12.2014

Front Office Duty Manager

GRAND MILLENNIUM AL WAHDA
03.2011 - 10.2011

Guest Relations Manager

AL MUROOJ ROTANA HOTEL
10.2005 - 12.2006

Guest Relations Officer

AL MUROOJ ROTANA HOTEL
10.2005 - 11.2006

Associate Degree - Business Administration and Management

Al Akhawayn University
09.2002 - 07.2005

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Asmae El Haddad