To strive to live up to high ethical, professional standards & to produce high quality outputs with desirable results in the discharge of my duties.
Hi, I’m
MERCY MZEE
Dubai,UAE
Summary
Overview
18
years of professional experience
14
years of post-secondary education
1
Certification
Work History
AL BANDAR ROTANA & AL BANDAR ARJAAN BY ROTANADUBAI, UAE
SALES EXECUTIVE (Corporate & MICE)
11.2023 - Current
Job overview
- Boosting sales revenue through aggressive targeted marketing strategies leading to 2% increase in corporate segment.
- Building long-term relationships with customers and generating referrals from existing clients.
- Building rapport with new and existing customers to boost client retention.
- Leveraging market research and networking to identify and qualify new sales opportunities
- Communicating with potential and existing clients in-person, over telephone and via emails
- Representing organization to public at trade exhibitions and conventions, driving awareness of our hotel & hotel apartment facilities and services.
- Coordinating promotional campaigns to boost brand visibility.
- Improving conversion rates through personalized client follow-ups and relationship building efforts.
- Monitoring competitor activity, providing insightful reports to senior management.
- Qualifying prospects to determine future sales possibilities and improving conversion efforts.
- Maintaining an extensive knowledge of all products, assisting in informative customer interaction.
- Devising pitches and presentations targeted to client needs for improved deal closing.
CENTRO BARSHA BY ROTANADUBAI, UAE
SALES EXECUTIVE (Corporate ,MICE & Leisure)
01.2019 - 11.2023
Job overview
- Generating and maintaining clients/accounts segment through various sales activities like sales calls, telephone calls, entertainment, site inspections; thus, ensuring complete coverage of own portfolio of accounts and achieve targets and increase market share
- Maintaining accurate weekly and monthly reports
- Negotiating contracts and packages for potential clients
- Handling MICE and banquet inquiries
- Handling minimum 50 customer enquiries via emails and calls
- Establishing strong relationships with key industry players to expand business reach.
- Identifying new business opportunities that enhanced growth potential of the company.
- Developing customer loyalty with excellent customer service, leading to repeat business.
- Supervising ,training and mentoring new sales team members on best practices.
- Responding promptly to customer queries, ensuring resolution whilst upholding satisfaction levels.
- Generating new leads and opportunities to maximize revenue.
- Establishing and maintaining positive, profitable client relationships through superb communication.
- Maintaining awareness of latest industry trends, product knowledge and sales techniques.
CENTRO BARSHA BY ROTANADUBAI, UAE
SALES SECRETARY
07.2017 - 12.2018
Job overview
- Handling banquet and outdoor catering inquiries.
- Data management and correspondence
- Collaborating with senior sales staff by creating and maintaining weekly & month-end sales reports.
- Increasing efficiency by streamlining administrative processes.
- Maintaining accurate sales records and reports, facilitating informed decision-making.
- Managing inventory control systems for streamlining stock handling.
- Assisting in marketing campaigns, boosting brand visibility.
- Implementing efficient filing systems, enhancing document retrieval process.
- Taking meeting minutes accurately, ensuring clear communication among team members.
- Managing payroll by tracking employee hours and entitlements.
- Identifying and resolving administrative errors, recommending preventative action to improve data quality.
- Accurately reconciling and processing expense report .
- Providing proactive support to the sales team, thereby enhancing productivity levels.
- Responding to customer inquiries and resolved issues promptly, maintaining client satisfaction.
CENTRO BARSHA BY ROTANADUBAI, UAE
GUEST SERVICE AGENT
06.2013 - 06.2017
Job overview
- Maintaining accurate and up-to-date records for smooth handovers.
- Greeting incoming guests in a professional manner and provided friendly, knowledgeable assistance.
- Streamlining communication channels by promptly forwarding messages to relevant departments or personnel.
- Managing over 30 inbound and outbound guest calls by providing accurate, satisfactory answers to their queries and concerns.
- Compiling detailed notes and promptly actioning as required.
- Remaining calm and effective during high-pressure situations, ensuring smooth front desk operations.
- Exhibiting excellent multitasking skills by balancing various responsibilities simultaneously without compromising efficiency or quality of work output.
- Handling cash ,credit card transactions ,refunds and maintaining flawless records.
- Collaborating with colleagues to support various departments, fostering a cohesive office environment.
- Handling inquiries and resolving issues promptly, contributing to a positive customer experience.
- Providing valuable support during busy periods, contributing to successful operation under high pressure.
- Allocating guests their rooms and checking in guests
- Preparing room bills and ensuring prompt payments
THE GLOBAL INSTITUTE OF MANAGEMENTKAREN, KEN
RECEPTIONIST / CLERK
10.2011 - 10.2012
Job overview
- Under the supervision of the Finance Officer, following up with vendors as appropriate to ensure proper procurement practices are met as per official policies
- Maintaining a record of supply & inventory and visitors registers
- Handling sensitive information with discretion, maintaining high standards of confidentiality.
- Delivering exceptional customer service, ensuring a warm and welcoming atmosphere for all visitors.
- Ensuring accuracy in data entry and record-keeping, reducing errors and improving office efficiency.
- Setting up office spaces, equipment and support services for client and team meetings.
KEMPINSKI HOTEL AJMANAJMAN, UAE
KIDS CLUB COORDINATOR
12.2006 - 09.2010
Job overview
- Designing, recommending & implementing daily /weekly activities as well as public holiday activities for residents and members' kids using the Kids Club .
- Planning, organizing and marketing Summer Camp activities
- Passionate about creating engaging and safe environments tailored to children's needs.
- Skilled in designing and facilitating fun, educational games and crafts that inspire creativity.
- Excellent verbal and non-verbal communication skills, fostering positive relationships with kids and parents.
- Trained in child safety protocols, ensuring a secure and nurturing space for all children.
- Experience working collaboratively with fellow staff to enhance the overall club experience.
- Certified in CPR and First Aid, ready to handle emergencies with confidence and care.
- Enthusiastic and dynamic personality, motivating children through active play and exploration.
- Ensuring kids' wellbeing during their stay at the kids club
AFRICAN SAFARI IN KENYAMOMBASA, KEN
TOURIST OFFICER
06.2006 - 12.2006
Job overview
- Booking excursions & safaris for hotel guests
- Ensuring the guests are informed of the itinerary of the safari they have booked
- Handling customer inquiries effectively to provide timely guidance.
- Promoted local attractions, thus boosting regional tourism.
- Updated database with current information on tourist attractions, ensuring accuracy at all times.
Education
ZENTRUM COLLEGE Frankfurt /Germany
Diploma from German Language -Level 2
01.2003 - 07.2003
University Overview
ZENTRUM COLLEGE Frankfurt /Germany
Diploma from German Language -Level 1
09.2002 - 01.2003
University Overview
SAIRENE TRAVEL OPERATIONS COLLEGE Mombasa /Kenya
Some College (No Degree) from Hotel Management & Catering Supervision
01.2001 - 12.2001
University Overview
Diploma in Hotel Management & Catering Supervision
Diploma in international Business Communications
Diploma in Front office operations & administration
Diploma in Housekeeping & Accommodation
ELDORO HIGH SCHOOLMombasa /Kenya
High School Diploma from Kenya Certificate of Secondary Education
01.1996 - 11.1999
University Overview
GOME PRIMARY SCHOOLMombasa /Kenya
Elementary Diploma from Kenya Certificate of Primary Education
01.1988 - 11.1995
University Overview
DATA NETWORK SOLUTIONS INSTITUTE Mombasa/Kenya
Diploma from Introduction to Computer System and Applications
11.2003 - 02.2004
University Overview
Skills
- Microsoft office proficiency
- Opera PMS
- Time management
- Organized and efficient
- Problem-solving
- Persuasive communication
- Leadership
- Customer service
- Lead generation
- Salesforce
- Oral and written communication skills
- Negotiation tactics
- Adaptability
- Active listening
- Sales and market development
- Cvent RFP
Languages
English
Fluent
Swahili
Fluent
German
Fluent
Certification
FEBRUARY 2015:
· Attended a one month Cross Training at Media Rotana – As Guest Service Team Leader.
APRIL 2007:
- Attended A Task Trainer Course and Attained A Certificate Of Departmental Trainer For Recreation Department.
- Attended Training on Child and Infant Emergency Life Support Conducted by St. Johns Organization.
MAY 2007:
- Attended Fire and Workplace Safety Training Conducted by Kempinski Hotel Ajman
Affiliations
Affiliations
- Cooking
- Fitness
- Travelling
- Volunteering
- Cooking
- Music
Accomplishments
Accomplishments
- 25/10/2024, Attained IFH Certificate(Survey Score 97.25%) at Al Bandar Rotana & Al Bandar Arjaan by Rotana - Certificate in recognition of commitment to excellence.
- 22/06/2024, Attained Code of Business Conduct -Part 1 Certificate at Al Bandar Rotana & Al Bandar Arjaan by Rotana
- 22/09/2024, Attained Code of Business Conduct -Part 2 Certificate at Al Bandar Rotana & Al Bandar Arjaan by Rotana
- Secured 10 new accounts in a year ,increasing overall segment contribution by 2%
ACCOMPLISHMENTS
ACCOMPLISHMENTS
- 25/10/2024,Attained IFH Gold Certificate (Survey Score -97.2%)at Al Bandar Rotana & Al Bandar Arjaan by Rotana - Recognition of commitment to excellence.
- 22/06/2024, Attained Code of Business Conduct -Part 1 Certificate at Al Bandar Rotana & Al Bandar Arjaan by Rotana
- 30/09/2024, Attained Code of Business Conduct -Part 2 Certificate at Al Bandar Rotana & Al Bandar Arjaan by Rotana
- 15/02/2015, Centro Barsha in Press / Meeting the people Behind the Scenes - Front Office Guest Service Agent at Centro Barsha Rotana Hotel News ME magazine.
Timeline
SALES EXECUTIVE (Corporate & MICE)
AL BANDAR ROTANA & AL BANDAR ARJAAN BY ROTANA
11.2023 - Current
SALES EXECUTIVE (Corporate ,MICE & Leisure)
CENTRO BARSHA BY ROTANA
01.2019 - 11.2023
SALES SECRETARY
CENTRO BARSHA BY ROTANA
07.2017 - 12.2018
GUEST SERVICE AGENT
CENTRO BARSHA BY ROTANA
06.2013 - 06.2017
RECEPTIONIST / CLERK
THE GLOBAL INSTITUTE OF MANAGEMENT
10.2011 - 10.2012
KIDS CLUB COORDINATOR
KEMPINSKI HOTEL AJMAN
12.2006 - 09.2010
TOURIST OFFICER
AFRICAN SAFARI IN KENYA
06.2006 - 12.2006
DATA NETWORK SOLUTIONS INSTITUTE
Diploma from Introduction to Computer System and Applications
11.2003 - 02.2004
ZENTRUM COLLEGE
Diploma from German Language -Level 2
01.2003 - 07.2003
ZENTRUM COLLEGE
Diploma from German Language -Level 1
09.2002 - 01.2003
SAIRENE TRAVEL OPERATIONS COLLEGE
Some College (No Degree) from Hotel Management & Catering Supervision
01.2001 - 12.2001
ELDORO HIGH SCHOOL
High School Diploma from Kenya Certificate of Secondary Education
01.1996 - 11.1999
GOME PRIMARY SCHOOL
Elementary Diploma from Kenya Certificate of Primary Education
01.1988 - 11.1995
FEBRUARY 2015:
· Attended a one month Cross Training at Media Rotana – As Guest Service Team Leader.
APRIL 2007:
- Attended A Task Trainer Course and Attained A Certificate Of Departmental Trainer For Recreation Department.
- Attended Training on Child and Infant Emergency Life Support Conducted by St. Johns Organization.
MAY 2007:
- Attended Fire and Workplace Safety Training Conducted by Kempinski Hotel Ajman
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