Saida El harrouz

Work History

Sofitel Dubai the palm

Dubai

03.2023 - Current

Greeting guests upon arrival and making them feel welcome. Administration Check-ins and Check-outs.
Providing front desk services to the guests. Assigning rooms and taking care of administrative duties.
Processing guest payments. Coordinating with the bell service and staff management. Being a source of information to guests on various matters; rooms, outlets and facilities of the property.
Monitored and analysed daily front desk activity to guarantee ongoing compliance with performance and brand standards.
Recorded information about inquiries and complaints within internal database.
Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
Handled in-person, email and mailed correspondence.
Offered current, accurate advice on optional solutions for concerns.

Sofitel Dubai the palm

Dubai

04.2021 - 03.2023

Sixt Morocco

Casablanca, Morocco

07.2019 - 11.2020

Frequent use and preparation of quality and training content for continuous operational development.
Experience in training topics and coaching on customer service and sales training programs.
Providing continuous consultation support to all branches locally in relation to quality improvement and customer service.
Performing regular audits throughout branches to ensure compliance with the required company standards and policies.
Creating action plans for continuous quality improvement locally and follow up if the action plan has been implemented.

Sixt Morocco

Casablanca, Morocco

06.2017 - 07.2019

Coordinated external suppliers to meet customer order requirements.
Delivered feedback constructively to enhance staff performance.
Reduced customer call times through increased staff training and incentivisation.
Reviewed processes and practices regularly to achieve business goals.
Implemented personal development programmes to enhance staff capabilities and satisfaction.
Maintained up-to-date activity records for reliable reporting and analysis.
Led high-achieving call centre teams in delivering quality customer care.
Briefed and motivated staff to deliver daily operational requirements.
Answering customer inquiries by phone, chat, or through social media, Good communication and telephone skills.
Handle customer complaints provide appropriate solutions and alternatives within the time limits then follow up to ensure resolution.
Follow communication procedures, guidelines, and policies. Meet sales goals as there are communicated.