Fiel Austria

• Overseeing administrative operations and performance across front office three major departments, managing team of 91 staff members, including 72 Patient Admin Executives, 14 CallCenter Agents, and 5 Patient Experience Executives
• Leading key performance indicator (KPI) initiatives to improve service delivery and front office efficiency
• Responsible for managing staff and ensure optimal front office coverage and operational efficiency
• Reduced Patient Admin Executives data entry errors of employment through targeted process improvements
• Designed and implemented compliance-based performance monitoring system to track individual receptionist output, , and adherence to protocols
• Streamlining patient flow and optimized front office journey, contributing to improved patient satisfaction and reduced wait times
• Standardizing professional grooming and conduct expectations across admin team, enhancing hospital's public image and service standards
• Conducting structured onboarding programs for new hires and refresher training sessions for existing staff across NMC out-patient reception
• Driving patient feedback management to enhance care quality and reduce negative reviews via NMC hospitals and clinics - Dubai cluster surveys, Google ratings, and direct patient input
• Ensuring operational continuity, managing escalations, and supporting cross-functional collaboration for daily hospital functions

Increased monthly revenue targets by 12% through strategic package selling and upgrade management.

• Resolved client complaints about salon services and employee conduct.
• Supervised inventory, organized supply orders using SAP system, and managed cash procedures.
• Conducted team meetings, communicated goals, and created work schedules.
• Monitored daily transactions and reconciled financial reports.
• Sent as Taskforce in FISIO wellness clinic and achieved 102% of sales target, with total of AED 162,713 in July 2024, through performance tracking and upgraded program packages
• Monitored sales team performance and provided training to meet revenue and profit goals.
• Supported front-line sales teams with administrative operations.

• Awarded 'Receptionist of the Year 2023-United Arab Emirates' – Finalist.
• Achieved 100% LQA audit score for front office check-out experience in first four months.
• Encouraged colleagues to enroll guests in ALL Accor Limitless program and managed loyalty points for members and VIPs.
• Pioneered data migration of bookings in OPERA V5 to OPERA cloud.
• Increased hotel revenue by 10% through upselling services and room upgrades.
• Resolved customer issues, reducing negative online reviews by 20% on TripAdvisor and Google reviews.
• Managed 2 front office services assistant, 9 butlers and 6 waiter/waitresses for allocation and schedules.
• Ensured compliance with executive bookings and VIP needs, delivering preferences for repeat guests.

• Awarded by EXPO 2020 DUBAI as H.E.R.O OF THE MONTH.
• Special Task: Supervised the exhibition and other explainers in the absence of the supervisor, ensuring smooth operations.
• Engaged with over 1 million visitors at EXPO 2020 Dubai, ensure inspiring experience.
• Provided personalized assistance and engaging stories to enhance visitor experience.
• Escorted tourists, fulfilling tour requirements and creating memorable experiences.

• Awarded as TOP UPSELLER AND TOP ENROLLER OF THE MONTH for August 2019.
• Achieved 100% in IHG Heartbeat and improved 'Arrival Experience' by 100% through enhanced service tactics.
• Supported Front Desk operations and maintained IHG Brand standards.
• Boosted revenue at InterContinental Kuala Lumpur by exceeding 20,000 MYR upsell target.
• Resolved billing issues and made necessary adjustments.
• Managed daily shift procedures and ensured adherence to standard operating procedures.

• Special Task: Contributed to Training & Development team by planning and delivering training programs for 700 employees.
• Supervised facility operations while in absence of managers.
• Managed facility maintenance and resource usage.
• Handled payment processing, tracking, and reservations.
• Promoted member participation in facility classes and services.

• Work with HR and recruitment teams to streamline candidate sourcing, screening, interviewing, and selection procedures to reduce time-to-hire.
• Assess the quality of applicant pipelines and advise on sourcing strategies to attract the right talent.

• Assist passengers with check-in, seat assignments, ticketing, and boarding procedures.
• Ensure that all checked baggage is correctly tagged, sorted, and delivered to the right destination.
• Ensure compliance with all airport safety, security, and regulatory guidelines, including TSA protocols and handling hazardous materials.

• Internship at Rawi-Warin Resort and Spa in Krabi, Thailand.
• Roles included Food and Beverage Host, Front Office, and Recreation Officer.