Jennifer Hanson

• Managed approximately 300 guests daily with (e.g. guest / baggage handling, check in and boarding operations, tickets and boarding passes screening) to ensure high quality services are delivered to all guests in compliance with safety, quality and operational objectives
• Collaborate with handling agents by supporting in executing handling operations to ensure timely and high quality delivery of services to guests
• Support customers with connecting flights to ensure complete and timely information are provided
• Liaise with Cabin crew to ensure boarding operations are executed on time and according to safety procedures
• Execute initial security screens to ensure access to airport is properly monitored
• Receive, process, and respond to daily enquiries on a wide range of services by providing timely and high quality support to internal / external customers to meet their requirement
• Receive and analyses complaints to ensure they are solved or addressed in the most effective manner
• Support customers on a wide range of generic services following established policies and procedure to ensure customer needs are met in the most effective manner
• Coordinate and escalate complex or specialized enquiries to responsible teams to ensure ad hoc support is provided
• Work closely with supervisors to improve the execution of assigned activities
• Track major customer complaints and report key issues to supervising colleagues
• Interact with internal teams to ensure consistent and reliable customer service
• Provide customers with dedicated support according to policies and procedures to ensure compliance to regulations and risks mitigation
• Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations
• Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service

• Through guided tours, we are offering students and early career professionals the fantastic chance to discover and explore their academic and professional future possibilities on a global stage.
• Call potential universities to arrange tours.
• Provide information to students & faculties arriving About Expo 2020, Ticket purchase, prices.
• Guide them to the free shuttle buses and providing hand over collaterals. ( maps, Expo Passport)
• To research and find and list all universities and create programs of interest at Expo 2020.
• Follow up universities to ensure client satisfaction

FRONT OFFICE SERVICE

• Greet and assist with all inquiries, both hotel and non-hotel related questions such as local information regarding directions, restaurants, shopping venues, spa treatments, and other features
• Monitoring incoming and outgoing phone calls forward them to the appropriate departments (operate the switchboard)
• Updating our guests data base, and liaise with IT for our office updated contact list.

EXECUTIVE SUPPORT

• Managed approximately 30 incoming calls, emails and faxes per day from customers
• Communicate, correspond and coordinate with guests on daily basis related to their pickups, drop offs, meetings schedules locations and ensuring all requests are done within a time frame

FACILITY MANAGEMENT SUPPORT

• Coordinate with facility dept & travel for car hiring, airport pick up, tours etc.
• Booking Transport for our guests from abroad.
• Searching for suppliers, requesting quotations, analyzing rates/service quality and providing final recommendation related to guest request.
• Help guest stuff use our parking slots in case of availability by providing parking access and keep records for reception.