cv khadija-000
- 1. Khadija BOUDINE Single Adress : Street chahid Mohamed ben ahmed el hiani N属 55 el mouilha El jadida ( Morocco) Mobile phone: 06.59.52.37.88 Email : khadijaservices@hotmail.fr Age : 26 : Profile Determined, flexible, dynamic and creative candidate with goof organising ability, capable of achieving personal objectives, enthusiastic and eager to develop in a challenging environment Professional experience *May 2010/up to now : Guest service agent ( reception , concierge, guest relation , vip treatment ,organization transfers ,tour coordinator) in Mazagan Beach Resort 1.Tasks performed: Check the room assignment and early check in arrivals Re-check the bills of due out rooms Check traces of today and follow up Prepare the file for queue rooms and follow up Call due out guest,send physical check and check out vacant rooms Check if guests are waiting for their room and chase housekeeping Print VIP arrivals report+traces Check the rooms assignment ,VIP level,guest preferences,profile notes,arrival time Coordinate with housekeeping for rooms and with room service for amenities Check the transportation ans fast track requests Prepare welcome cards and make sure they are signed Print registration cards,make keys ans envelops Send bon de commande to room service Double check for last minute requests and give to Guest service executif Final list to check rooms Print and check the transportation requests and traces Read the new e-mails and treat the urgent requests Print the transportation planning and fast tracks of the day(airport lounge) Check the bills that has to be charge to the room ans set alerts Check vehicules for VIP transportation and fast track Chech the transportation request reports for the two following days Sort out the bills A and G that need to be sent to finance Send the end of shift transportation handover
- 2. 2.Necessary Skills : Politeness : a talent to be courteous, polite and positive when communicating with clients and prospects. Communication : a suite of skills and abilities to establish and hold effective communications with prospects and existing customers. Conflict resolution : an ability to avoid possible conflict situations and handle existing conflicts efficiently. Listening : an ability to listen to a customer and hear what he or she really says and wants. Asking right questions : an ability to ask a question that stimulates a customer to do a desired action and find a solution for an exiting problem. Problem solving : an ability to understand a customer problem and find one or several solutions. Decision making : an ability to mentally generate possible scenarios and choose optimal one. Computer user : special knowledge and skills to use computers and computer software. 3.Communications : Try to keep your focus on service excellence Make eye contact with customers. Never rank your customers. Service all customers at the same way regardless of their age and appearance. Interact well with all customers. Have good listening skills and be patient. Read body language to see if your customer needs some help. Ask right questions that guide customers through their problems. Express your readiness and interest in assisting customers. Never discuss a customers issue in front of other customers. Record customer comments, suggestions and other feedback to improve customer service. Try to respond to e-mails, telephone queries and complaints with minimized wait-time possible. Treat communications with your customers as pleasant and efficient as possible. 4. Conflict Situations : Avoid getting involved in conflict situations. Stay polite, courteous and positive at all times. Never let your feelings expose. Keep your emotions in check. Keep yourself cool and calm during a conflict situation. Hold customer communications within the chain of command. Always plan your actions in the context of diffusing or alleviating the conflict.
- 3. Try to explain the reasons of the problem but never blame the customer (even if the customer made a mistake and caused the problem). Understand who has enough rights and authorities to resolve the conflict. Get authorization of that person to resolve the conflict. Resolve the conflict in a fair and equitable manner. 5. Process Flow : Record the customers contact information, including full name, company name, phone number and email address. Record details of the customer request, including date of filing and main issues. Classify the request by urgency and type. Determine the recipient of the request. For example, the request may be addressed to Sales Dept., Support Team, Administration, Transportation Division, etc. Try to resolve the request by using available support instructions and standard procedures. Involve the whole team to brainstorm the request and seek for a better solution if standard procedures and instructions are failed. Confirm the resolution. *1 month : hostess in the official opening of Mazgan Beach Resort professional Studies 2012/2013 : up sell traning in Mazagan Beach Resort 2011/2012 : professional degree in tourism marketing 2008/2010 : hotel management accomodation option ( 1st in class ) 2006/2008 : Economics and Management 2006 : baccalaureate in experimental sciences 2006/2007 : English Certificate from british center Skills *Software (Opera) *FSI * World *Excel *Outlook *Micros Languages *French : fluently *Arabe : mother tongue *English : proficiency *Spanish : basic notion Qualifications *Ambitious * rigorous * intellectual * punctual