Hospitality Professional

• Sep 2018 - Present

Guest Experience Ambassador

• Apr 2021 - Feb 2022

Guest Services Ambassador

• Apr 2021 - Feb 2022

Guest Service Representative

• Jul 2017 - Sep 2018

• Welcome and fulfill the check-in and check-out process for arriving and departing Guest using hotel systems.• Effectively and efficiently manage Guest requests, inquiries, and complaints.• Maintain knowledge of hotel products, services, pricing and special promotions, as well as daily VIP and special events.• Maximize sales revenues through up-selling and marketing programs.• Perform general incoming communication duties, including taking reservations via telephone and electronic registration systems

Guest Service Representative

• Jun 2016 - Jul 2017

• Welcome and fulfill the check-in and check-out process for arriving and departing Guest using hotel systems.• Effectively and efficiently manage Guest requests, inquiries, and complaints.• Maintain knowledge of hotel products, services, pricing and special promotions, as well as daily VIP and special events.• Maximize sales revenues through up-selling and marketing programs.• Perform general incoming communication duties, including taking reservations via telephone and electronic registration systems

Passenger Service Agent/Flight Controller/Gate Lead - Airline Operations

• Oct 2014 - Jun 2016

- Ensure the highest standard of customer service is provided to Emirates customers, provide them with details on Emirates fares and actively issue online tickets and sell related products by identifying customer needs through rapport building, actively seeking out sales opportunities and promoting all Emirates related products. Ensure set service quality levels are achieved for all customer interactions- Issue Emirates tickets to customers ensuring that all necessary airline rules and regulations are incorporated and that the customer request is met in order to provide them with excellent service. Highlight to customers the relevant requirements covering their journey such as passport, visa & health requirements and other details such as check-in place and time.- Actively enhance Emirates revenue earnings by providing options to customer on all products and services such as Skywards membership, DBB, Dubai stopovers, hotel bookings and upgraded fares. Keep abreast of Emirates Group news and updates to ensure relevant professional and company standards are maintained.- Ensure that all necessary ticket related documentation is filed, time tables updated, brochures, sale and promotional material is properly displayed on individual counters, providing various options to the customer which will assist in increasing sales. (Reservations and Ticketing Offices only).- Support the Customer Sales & Service Team Leader on closing the end of day sales and banking monies received.

Flight Controller/Gate Lead - Airline Operations

• Oct 2014 - Jun 2016

Issue TicketsPassenger service agents issue airline tickets for clients, checking if their requested dates of flight are available and then reserving seats and preparing itineraries accordingly. It’s also up to them to handle itinerary rebookings and cancellations.Assist with Check-InAn important responsibility of passenger service agents is assisting with airport check-ins. Before clients embark on a flight, they must go through the ticket counter first, where passenger service agents examine their ticket, passport, and other identifying documents, and confirm their flight details. Afterward, clients receive their printed boarding pass.Process LuggageToward the end of check-in, passenger service agents process luggage and ensure that it complies with the airline’s restrictions. If luggage exceeds weight limits, service agents charge additional fees. The next step is attaching luggage tags and coordinating with ramp agentsto place luggage on the correct flight.Facilitate BoardingPassenger service agents facilitate passenger boarding onto flights. They use a public address system to announce when boarding may start, and they control entrance by accepting passengers based on seating arrangement and boarding pass verification.Provide InformationPassengers can approach passenger service agents for information about their flight and check-in procedures, to inquire about directions, or to request assistance with concerns such as lost luggage. Passenger service agents also announce changes to flight details and handle complaints.

Passenger Service Agent Supervisor

• Feb 2012 - Mar 2014

- Ensure the highest standard of customer service is provided to Emirates customers, provide them with details on Emirates fares and actively issue online tickets and sell related products by identifying customer needs through rapport building, actively seeking out sales opportunities and promoting all Emirates related products. Ensure set service quality levels are achieved for all customer interactions- Issue Emirates tickets to customers ensuring that all necessary airline rules and regulations are incorporated and that the customer request is met in order to provide them with excellent service. Highlight to customers the relevant requirements covering their journey such as passport, visa & health requirements and other details such as check-in place and time.- Actively enhance Emirates revenue earnings by providing options to customer on all products and services such as Skywards membership, DBB, Dubai stopovers, hotel bookings and upgraded fares. Keep abreast of Emirates Group news and updates to ensure relevant professional and company standards are maintained.- Ensure that all necessary ticket related documentation is filed, time tables updated, brochures, sale and promotional material is properly displayed on individual counters, providing various options to the customer which will assist in increasing sales. (Reservations and Ticketing Offices only).- Support the Customer Sales & Service Team Leader on closing the end of day sales and banking monies received.