Mbarka Jemouai
UAE
Summary
Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Overview
17
17
years of professional experience
Work History
Cabin Crew and Service Supervisor
Emirates airline
Dubai
11.2010 - Current
- Provided clear and decisive leadership by rapidly assessing and responding to changing field conditions.
- Stayed current on strengths, training and knowledge of each team member in order to coordinate optimal tactical strategies.
- Completed over 10 service member evaluation reports each 2 months and advised leadership on optimal choices for key positions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Checked proficiency of personnel involved in airborne operations prior to signing off on assignments.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Improved operations by working with team members and customers to find workable solutions.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Licenced International Tour Guide
Voyage 2000 travel agency
Tunis
07.2009 - 05.2010
- Created tour programs with focus on providing positive guest experiences.
- Mentored apprentice guides to promote better understanding of information to present to tourists and travelers.
- Entertained visitors and tourists with various props and signs to maximize engagement.
- Developed long-term relationships with local partners, restaurants, cafes, museums and concert halls.
- Acquired tickets and fees from individuals and larger groups prior to start of tour.
- Escorted individuals and groups on cruises, sightseeing tours and through points of interest.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Demonstrated leadership by making improvements to work processes and helping to train others.
Guest Relations Officer
Intercontinental hotel
Tozeur
07.2007 - 07.2009
- Responded to guests, including email, telephone, and in-person inquiries.
- I ensured a great memorable experience for guests,meeting guest requests and expectations as well as solving guest complaints.
- Responded to guest needs and anticipating their unstated ones as well as overseeing all arrivals and departure.
- Making every experience amazing and a love for the service delivery.
- Answered the phone, making bookings, booking all events, going the extra mile for example creating the best experience for proposals,birthdays etc
- I was available for all guests and maintaining decorum at all times.
- I was Always looking for innovative ideas to promote and develop the hotel.
- Coordinate and oversee communication between colleagues and guests
- Keept guests informed about latest offers and establishing a relationship with them.
- I following and enforced established policies and procedures
- I developed customer recognition, for a more personalized experience
- I inspected workstations, work areas, equipment to ensure efficient service and conformance standards.
- I mentored , developed and provided on job training in order to strengthen their current performance and preparation for their future advancement.
Education
General Medical Training And Safety , Security Procedures -
Emirates Aviation College
05.2011
Service Delivery And Leaderships - Hospitality Administration And Management
Emirates Aviation College
Dubai03.2011
Applicable Licence in Hospitality Management And Techniques of Tourisme -
IHET Institute of High Techniques of Tourism
Tunis, Tunisia09.2007
Skills
- Personnel oversight
- Tactical planning
- Logistics supervision
- Mission support
Computer skills
- Microsoft Office.
- Spreadsheets.
- PowerPoint.
- Microsoft Access.
- QuickBooks
- Email.
- Web and Social Skills.
- Graphic and Writing Skills.
Language skills
- Arabic : fluent
- English : fluent
- French : fluent
- German : moderate basic communication
- Italian : moderate basic communication
Timeline
Cabin Crew and Service Supervisor
Emirates airline
11.2010 - Current
Licenced International Tour Guide
Voyage 2000 travel agency
07.2009 - 05.2010
Guest Relations Officer
Intercontinental hotel
07.2007 - 07.2009
General Medical Training And Safety , Security Procedures -
Emirates Aviation College
Service Delivery And Leaderships - Hospitality Administration And Management
Emirates Aviation College
Applicable Licence in Hospitality Management And Techniques of Tourisme -
IHET Institute of High Techniques of Tourism