4
Languages
1
Certification
9
Years of experience
Dynamic customer service professional with over 10 years of experience in the UAE, adept at serving and supporting a diverse clientele of more than 2,000 residents within large-scale hospitality and catering environments. Expertise in managing requests and complaints ensures prompt resolutions while upholding high standards of communication characterized by courtesy and professionalism. Proven track record in accommodation management underscores strong leadership abilities and a commitment to enhancing guest satisfaction through strategic operational oversight. Proficient in SAP, IBS, MS Excel, and MS Word, with certifications in First Aid, CPR, and Fire Safety, ready to deliver impactful contributions in a customer service role with Emirates.
Work History
Accommodation Supervisor
4 Years 11 Months- Provide day-to-day customer service to 2,000+ residents, responding to requests, enquiries and welfare concerns in a professional, courteous and timely manner.
- Resolved complaints, grievances and escalations by coordinating with HR, Operations and Engineering, ensuring thorough follow-up until each case was addressed.
- Coordinate maintenance, housekeeping and pest control services with internal teams and contractors to resolve service issues quickly.
- Conduct regular inspections of rooms, dining areas and common facilities to maintain high standards of cleanliness, hygiene and safety.
- Conducted inspections of rooms, dining areas and common facilities, ensuring compliance with cleanliness, hygiene and safety standards.
- Prepared incident updates, inspection findings and management reports accurately and on schedule.
- Maintain accurate resident records, occupancy and room allocation data using SAP and IBS.
- Support fire-safety readiness and emergency preparedness procedures to protect resident safety.
- Managed discipline matters by addressing resident concerns professionally and fairly while professionally while protecting resident dignity.
- Work with HR, HSE, Engineering, Security and service providers to close issues efficiently.
Accommodation Administrator
1 Year 10 Months- Coordinated check-in/check-out room allocation and accommodation requests while acting as first point of contact for front-line resident support.
- Addressed resident requests promptly, ensuring effective resolution and communication. and grievances, escalated cases when necessary, and sustained timely follow-up until closure.
- Coordinated resolution of resident requests and grievances by directly addressing items, escalating where required, and completing follow-up through closure.
- Coordinated with HR, Operations, Engineering, HSE, and Security teams to manage maintenance welfare and safety matters, strengthening resident satisfaction outcomes.
- Aligned HR operations with engineering, HSE, and security teams to manage maintenance, welfare, and safety matters.
- Supervised end-to-end maintenance request resolution, ensuring timely status updates on progress and outcomes to residents.
- Validated facility inspection cleanliness standards and hygiene requirements through consistent incident reporting.
- Managed daily correspondence by prioritizing requests and directing them to appropriate departments., prioritizing requests and routing documents to correct departments.
- Maintained accurate filing systems for contracts, employee records, and operational documentation..
- Prepared reports, memos, and internal communications using MS Office applications.
- Liaised with hospitality departments to resolve administrative issues and support smooth workflow.
- Monitored office supplies, equipment, and procurement needs to maintain uninterrupted operations.
- Supported onboarding, attendance tracking, and personnel administration in line with company procedures.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts..
Accommodation Clerk / Service Supervisor
1 Year 11 Months- Coordinated daily resident-service request handling for employee registration, room allocation, transfers, facilitating seamless operations for 1500+ staff.
- Processed daily resident service requests by managing employee registration, room assignments, and room transfer updates.
- Enhanced accommodation record management by facilitating resident communication with HR operations, engineering, and security for effective service delivery.
- Coordinated inspections, cleanliness follow-up, and maintenance to ensure consistent service standards.
- Cultivated strong customer-service relationships using frequent face-to-face interactions with residents.
Education
Bachelor of Science - BSc,Electrical And Computer Engineering Industrial
Skills
Customer engagement
Customer satisfaction improvement
Effective troubleshooting
Responding to client requests
Resident assistance
Effective conflict resolution
Emergency preparedness training
Data management proficiency
Data validation
Incident documentation
Crisis readiness
Team leadership
Proficient in MS Word
Conflict resolution
Composed in high-stress situations
Cross-cultural communication
Health compliance expertise
Tenant relations management
Workforce skill enhancement
Maintenance coordination
Customer Service Excellence
Customer Experience Management
Guest Relations
Passenger Assistance
Customer Relationship Management
Complaint Handling
Conflict Resolution
Problem-Solving
Service Recovery
Customer Satisfaction
Active Listening
Professional Communication
Empathy and Patience
Multicultural Communication
Customer Guidance and Support
Initiative and Accountability
Accomplishments
- Promoted from Accommodation Clerk / Service Supervisor to Accommodation Administrator and then Accommodation Supervisor through consistent performance and increased responsibility.
- Supported service delivery for 2,000+ residents, including welfare support, request handling and reporting.
- Improved record accuracy through effective coordination of room, bed-space, resident data and staff movement.
- Recognized for reliable coordination with HR, HSE, OHS.
- Engineering, Security and Operations teams to close issues efficiently.
Certification
- Fire Safety Level 1 & 2
- Fire Extinguisher Use
- CPR Training
- First Aid Certification
- First Aid Kit Inspection
LANGUAGES
English: Fluent (written and spoken)
Amharic: Native
Arabic: Basic
Hindi: Basic
ADDITIONAL INFORMATION
- Valid UAE Driving License
- Based in Dubai, UAE
- Available for full-time roles and flexible working hours
- Title: CUSTOMER SERVICE PROFESSIONAL
Timeline
Accommodation Supervisor
Abu Dhabi National Hotels Catering ME LLC (ADNH Catering)
12.2021 - CurrentRead More
Accommodation Administrator
Abu Dhabi National Hotels Compass ME LLC
01.2020 - 11.2021Read More
Accommodation Clerk / Service Supervisor
Abu Dhabi National Hotels Compass ME LLC
10.2017 - 09.2019Read More
Mizan-Tepi University, Ethiopia
Bachelor of Science from BSc,Electrical And Computer Engineering Industrial
Read More