Experience

Smartvisit

• IT Services and IT Consulting
• 1 - 100 Employee

• Sales & Partnerships Manager Dubai & Middle East

  • Sep 2019 - Present

  iVenture Card, part of the Smartvisit group, headquartered in Sydney, Australia, is a global leader in the development, promotion and distribution of pre-paid tourist attraction passes, packages and tickets in major destinations around the world, offering travelers the ability to cost effectively and conveniently discover and explore the best experiences that a destination has to offer. The Dubai Pass, a joint initiative between Dubai Tourism (DTCM) and iVenture Card, is the official attraction pass of the emirate of Dubai. Key Responsibilities • Promoting, monitoring, and tracking the sales and distribution of the Dubai Pass, to UAE and the Middle East, through local B2B channels, including MICE, airlines, OTAs, hotel groups, and loyalty reward programs • Development and support of joint promotions, incentives, and activities, in cooperation with Dubai Tourism, their overseas offices and other key stakeholders, to drive brand awareness, visibility, and Pass sales • Expanding strategic alliances with local stakeholders, attractions, DMCs, airlines, key distribution and sales agents (Expo2020, EMAAR, DWTC, Expedia, GetYourGuide, etc), as well as core marketing partner Dubai Tourism, to drive and exceed budgeted sales targets, ensuring a proactive business development approach to growing visibility • Sourcing and opening opportunities to create white-label or co-branded pass products for, and with other organizations in these channels • Working in close collaboration with iVenture Card's local sales partners, to set up a pricing and product structures, maximizing yield, to ensure profit margins are achieved and exceeded • Identifying, negotiating, and contracting supply agreements with potential new supply partners, to continually enhance, increase, and improve the product mix and value proposition in the region • Attending international travel exhibitions, trade-, and roadshows, in cooperation with Dubai Tourism Show less



Ajman Tourism Development Department

• United Arab Emirates
• Government Relations Services
• 1 - 100 Employee

• Director Of Marketing And Promotions (Title change M&P Specialist - Nov '18, due to Emiratization)

  • Mar 2017 - Aug 2019

  Key Responsibilities • Creating overall promotional strategy to achieve business and marketing objectives • Overseeing marketing, e-marketing, as well as promotional section, responsible for increasing brand awareness and educating B2C and B2B customers of tourism offerings, encouraging GDP growth • Developing and planning promotional advertising campaigns with key travel trade partners, based on market research studies to evaluate and target new major source markets • Increased visitor numbers by 16% in 2018, as well as improved the performance of Hotel Occ, ADR and RevPar, becoming one of the best performers in the region • Identifying and negotiating marketing agreements with key industry players, such as airlines and tour operators, to strengthen cooperation and brand awareness; Conduct post-promotion analysis to optimize future agreements • Managing yearly trade show budget and exhibition organizations, effectively decreasing the yearly expenditure; further responsibilities included organizational leadership, pitch selection, on-site coordination and team management. Standardization and monitoring of RFP processes and negotiating contracts, as well as handling of pre-event logistics, for ITB Berlin, ATM Dubai and WTM London • Leading VIP familiarization trips in the emirate, as well as and media visits; from managing itineraries to conducting site visits and tours • Organizing, planning and executing overseas roadshows in cooperation with Emirates Airlines & Fly Dubai in the Nordics, Kazakhstan, Ukraine, Armenia. Attended roadshows organized by the Ministry of Economy-Tourism Section, in India, Russia and Nordics • Handled and finalized contract for Ajman’s first overseas representation office in Great Britain • Building a high performing team and set team and individual KPI targets, conducting meeting and training sessions to improve collaboration and productivity Show less



GWR Consulting

• Education Administration Programs
• 1 - 100 Employee

• Freelance Mystery Shopper

  • Sep 2014 - Sep 2017

  Quality Control & Training through Mystery Shopping, Benchmarking and Phone call audits Operating in the following sectors: - Hospitality - Retail - Automotive - Luxury - Banks - Fashion - Government Quality Control & Training through Mystery Shopping, Benchmarking and Phone call audits Operating in the following sectors: - Hospitality - Retail - Automotive - Luxury - Banks - Fashion - Government



Ras Al Khaimah Tourism Development Authority

• United Arab Emirates
• Government Administration
• 1 - 100 Employee

• Tourism Development Executive (acting Manager)

  • Apr 2014 - Oct 2016

  • Developed, implemented and facilitated annual business development plans, encouraging continued GDP growth • Actively identified new possible business sources, enhanced destination positioning and awareness, using various activities, leading to an increase in the average length of stay, hotel occupancy and RevPAR. German market increased by 7%, top source market. • Collected and analyzed market situations, including competitor actions • Established new potential markets with great investment and development possibilities • Key Account Management, by establishing and maintaining productive relationships with the Travel Industry Network, Stake Holders, Government Entities, Airlines, overseas Tour Operators, Destination Management Companies, etc • Arranged and accompanied FAM Trips, Delegations, and Ambassador visits, partially in cooperation with the Ras Al Khaimah Free Trade Zone and Investment Authority • Assisted the PR with press trips • Provided accurate and updated information on local tourism related facilities to B2B partners • Represented the Tourism Authority locally and abroad, at Trade Show, Road Shows and other events • Recognized cost-effective strategic partnership opportunities • Managed and negotiated marketing activities with top German Tour Operators, and potential new key players, analyzing and appraising the purposefulness and efficacy of implemented activities, ensuring a positive ROI • Ensured an effective follow through of the campaign executions, in assistance with the marketing team Additional Project • Lead Travel Exhibition arrangements; selling exhibition spaces to potential stand sharers, online portal management, catering arrangements, stand designer coordination, badge registration and equipment hire Show less



HGEM

• United Kingdom
• Technology, Information and Internet
• 1 - 100 Employee

• Freelance Mystery Diner

  • Jul 2013 - Apr 2014

  Quality Control & Training through Mystery Dining and Phone call audits Operating in the Hospitality sector. Quality Control & Training through Mystery Dining and Phone call audits Operating in the Hospitality sector.



Desert Adventures Tourism (KUONI GROUP)

• United Arab Emirates
• Leisure, Travel & Tourism
• 1 - 100 Employee

• Destination Representative

  • Mar 2012 - Apr 2014

  As a local Destination and Customer Service Representative I provided a flawless, upscale and high class guest service experience to guests visiting Abu Dhabi. • Responded to guests’ needs and anticipated their unstated ones • Coordinated with hotels to ensure pre-arrival inquiries are arranged in detail • Identified and monitored guest’s metrics to improve overall satisfaction, setting up monthly statistics, for review and actioning; Achieved the highest level of guest satisfaction ever recorded • Promoted hotel facilities, local tours, as well as provided important information on their local holiday destination • Promptly attended and resolved complaints, improving service and sales standards, following an accurate record-keeping • Attended exhibitions and tourism events, in order to constantly be updated on new products and trends • Recorded and analyzed sales, ensuring sales targets are met and exceeded Additional Project • Analyzed statistics for travelers to Abu Dhabi over the years 2012 and 2013, based on nationality, length of stay and arrival destination, to improve promotional offers through marketing Show less



Jumeirah Hotels & Resorts

• United Arab Emirates
• Hospitality
• 700 & Above Employee

• Guest Relation Team Leader

  • Oct 2011 - Mar 2012

  As a Guest Relation Team Leader, I had been given the great opportunity of being part of the pre-opening team, assisting in setting up the Guest Relations Teams' tasks and procedures. • Directed, coached and lead a Guest Relation team of 16 colleagues and followed through on the team’s personal and professional development and performance • Followed and enforced established policies and procedures, ensuring that service standards were met and operating procedure adhered to • Managed guest inquiries via e-mail, telephone and personal contact, ensuring that pre-arrival arrangements were considered • Overlooked and coordinated arrivals and departures of special guests, such as VIPs, etc • Inspected rooms, prior to VIP guests’ arrival • Ordered and supervised amenities for VIPs, considered aspects of cost and stock control • Promoted facilities and outlets of the hotel to maximize revenue • Ensured customer loyalty through number of stays by providing a very high level of customer care and assistance, promoted Sirius, the hotels’ loyalty program • Attended guest complaints, followed by service restoration and continued drive to progression of root cause investigations, identifying all feasible preventive measures Additional Projects • Regular Mystery Guest Audits (according LQA), ensuring service standards were maintained • Reinvented and improved a special VIP arrival list, being sent to all department heads, ensuring good cooperation and regular exchange of information, improving guest satisfaction through JD power (guest feedback surveys) • Intensified product knowledge by implementing a folder, containing all relevant business information, such as Location Maps, Menus, Spa and Hotel Brochures, Price Lists, etc. Show less



Hilton

• United States
• Hospitality
• 700 & Above Employee

• Guest Relation Shift Leader

  • Jan 2010 - Sep 2011

  • Ensured a unique guest service experience by promptly reacting to guests’ requirements and inquiries • Coordinated and managed communication between the guests and hotel staff to ensure complete service recovery • Obtained guest feedback to increase customer satisfaction and “Satisfaction and Loyalty Tracking” scores • Acting Duty Manager on a weekly basis Additional Projects • Monitored and responded to Trip Advisor guest feedback on behalf of the hotel management, determining areas of improvement • HHonor Champion, in charge of guest loyalty program inquiries, received by guests as well as employees • Guest Champion at the Blue Energy Committee Committee, responsible for maintaining a service culture that would support the hotel team's ability to live their values, deliver their promise and celebrate their stories. Show less



Luise in Kastens Hotel Luisenhof

• Germany
• Hospitality
• 1 - 100 Employee

• Receptionist

  • Mar 2009 - Jan 2010



Ramada Hotel Europa, Hanover

• Hanover, Germany

• Receptionist

  • Jul 2007 - Mar 2009



4* Ramada Hotel Europa

• Hanover, Germany

• Hands-on Training, Bachelor - Management Assistant in Hotel and Hospitality (Hotelkauffrau)

  • Aug 2004 - Jul 2007