Stephen M.

Experience

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  Al Emadi Hospital

  Dec 2011 - Dec 2015

  Guest Service Representative

  Coordinates patient and guest services for reception area. Acknowledges, greets and assists visitors, and interacts in a courteous and helpful manner with patients, families, guests and hospital staff to convey a positive first impression. Serves as liaison between patient, family and clinical staff. Seeks a satisfactory and expedited solution to a complaint, problem, or special need. Interfaces effectively with all members of the healthcare team.

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  Sigona Golf Club

  Jan 2016 - Aug 2016

  Golf Operations Assistant - Outside Service Staff

  Greet golfers/members/visitors entering the Club at the bag-drop/valet loop. Including carrying bags and cleaning clubsPrepare golf cartsMaintain the cart storage area and wash, keep the area neat, clean and orderly conditionMaintain accurate records of golfers renting clubsAssists in educating players regarding course policy, current cart policy, speed of play and so forth.Provide service to all guests with items such as bag handling and club cleaningAssists in the setup and execution of golf tournaments and outingsIncorporates safe work practices in job performance. Ensure customer satisfaction Show less

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  Dubai Golf

  Mar 2017 - Jun 2017

  Identifying and assessing customers’ needs to achieve satisfaction,through consistent service excellence. Assist with tournament activities as assigned (i.e. Checking F&B, Tournament Office, Pro Am set up, etc.)Assist with general administrative work and other Tournament Service-related duties as assignedProviding top-notch customer service to fans and sponsorsCompiling reports for ticket sales

  • Golf Operations (Outside Service Staff) - Emirates Golf Club

    Dec 2016 - Jun 2017

  • Tournament Assistant, Emirates Golf Club - Annual SAPC IADC Golf Tournament

    Mar 2017 - Mar 2017
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  Dubai Golf

  Mar 2018 - Mar 2018

  Tournament Assistant, Emirates Golf Club - Annual SAPC IADC Golf Tournament

  Assist with tournament activities as assigned (i.e. Checking F&B, Tournament Office, Pro Am set up, etc.)Assist with general administrative work and other Tournament Service-related duties as assignedProviding top-notch customer service to fans and sponsorsCompiling reports for ticket sales

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  Supreme Golf Kenya Ltd

  Jun 2018 - Aug 2018

  Operations Executive

  The goal is to safeguard and augment the efficiency of the company’s operations to facilitate accelerating development and long-term success.

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  Dubai Golf

  Mar 2019 - Apr 2021

  Booking and cancelling Golf tee times using concept software.2. Blocking tee times for members (authorized by my supervisor) or starter break.3. Adding members on waiting list and call them if there’s tee time cancellation.4. How to handle customers in a professional manner.5. Coordinate with,i) Starter, while checking in members an update them on any changes in tee times or players.ii) Bag storage, in regards to club hire or bag collection from members.iii) Golf secretary in regards, to tournament details.iv) Golf administrator, in regards to group booking/reservations.6. Phone etiquette, Dubai golf standard answering procedure.7. Our course rates and player types.8. Accept payments (cash, credit card) and issue Green fee tickets or hired items tickets. And make sure the member/guest sign the cart disclaimer receipt.9. Updating/modifying existing bookings (phone call or email box)10. Answering phone queries and replying emails. 11. Refer to current Dubai Golf advance booking guidelines and privileges while making advance Tee time bookings12. Follow Dubai Golf Opening procedure and shift handover.13. Assisting the membership services team in distributing bag tags, and club stickers to relevant members when required.14. Display daily information sheet before 6.30am and at 11.00am including weather, pin position.15. Check-in cooperate events and society bookings. Show less Prepare for all golf outings including coordinating scorecards (PRO-AM), cart labels, rules sheets, score sheets, format sheets, favors, pairing sheets and hole assignments.Advise the Director of Golf, Golf Services Manager, and Member Accountant of future events in order to facilitate proper coordination of special set-up requirements and staffing levels. Maintains accurate records for all groups and tournaments.Coordinates inter-departmental support for all tournaments (i.e. golf services, golf shop, food and beverage, etc.)Distributes information pertaining to tournaments, critical dates and course closures to members, groups, and individuals.Assists with the registration of golfers for tournaments.Coordinates each tournament or event from the initial planning stages until the completion of the event..Reconciles daily tee sheets, performs check-in, and receives payments from members and guests. Resolves discrepancies as it applies to duplicate charges and over or under payment. Tracks all force posts and no show charges as applicable.Performs other duties as required. Show less Process new and renewing Premier and Golf MembersHandle walk-in, referrals and phone inquiriesAttend some networking events on an as needed basis to represent the clubManage Database of all membership accounts to ensure accuracy of all required informationTouring prospective members through property/ClubServices all non-commissioned accounts including but not limited to employee memberships, complimentary, VIP memberships and house accountsPhotograph and create membership cards for new and existing membersAttend monthly membership events and assist with registration and hostingAttend monthly member themed events and assist with registration and hostingAssists with the reservations and payments process of member eventsManage member comments, concerns and complaints and escalate to Director as neededResponding to membership inquiries and requestsComplete Monthly activity report that is reviewed by DirectorConducts 20 calls per day to existing data base for the solicitation of new/renewal businessProvides weekly call report to Director outlining productivity Show less

  • Reservations Agent - Emirates Golf Club

    Jun 2017 - Apr 2021

  • Staging Omega Dubai Desert Classics - European Tour Golf Tournament (January)

    Jan 2017 - Jan 2021

  • Membership Services Trainee - Emirates Golf Club

    Apr 2019 - Sept 2019

  • Tournament Assistant, Emirates Golf Club - Annual SAPC IADC Golf Tournament

    Mar 2019 - Mar 2019
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  Nanyuki Golf Club

  Apr 2021 - Jul 2021

  Membership Services

  Provides support for the Club Manager and Membership Manager and the club's executive offices as directedPreparation of weekly sales and membership reports as required by accounting departmentAssist in maintaining membership files ensuring the completion of all required formsInitiate requests for and distribute new member cards and membership resignations and any resulting refunds

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  East Africa Kegs Ltd

  Jun 2021 - Aug 2021

  Chief Operations Officer

  Design and implement business strategies, plans and proceduresSet comprehensive goals for performance and growthEstablish policies that promote company culture and visionOversee daily operations of the company and the work of executives (IT, Marketing, Sales, Finance etc.)Lead employees to encourage maximum performance and dedicationEvaluate performance by analyzing and interpreting data and metricsWrite and submit reports to the CEO in all matters of importanceAssist CEO in fundraising venturesParticipate in expansion activities (investments, acquisitions, corporate alliances etc.)Manage relationships with partners/vendors Show less

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  East Africa Keg Pumps LLC

  Sept 2021 - Nov 2022

  General Manager

  • Develop and implement the company's business strategy and organizational structure to launch and sustain growth in various African regions.• Lead, direct and manage the new markets expansion project timelines. Set the project milestones and cross functional roles and responsibilities, identify the resource needs provided by the head office teams.• Lead the go-to-market strategy for our expansions through creative problem solving and experimentation.• Ensure flawless execution across all elements of the expansion in order to increase our own capital efficiency and deliver differentiated experiences to our customers.• Direct the regional teams and future regional management teams to ensure operational consistency and best practices in driving revenue, customer and client satisfaction and operating margin growth.• Proactively map and assess key players within targeted African markets, and execute a strategy to continually engage with key stakeholders in these regions.• Stay on top of competitive trends and developments within the industry, across key African markets.• Drive teamwork and communication within direct areas of responsibilities to perform new markets related tasks. Serves a voice-of-sale and voice-of-customer for setting company strategy and direction in collaboration with functional leaders in the new markets.• Manage cross-functional resource involvement and ensure continued engagement with the team and alignment with goals.• Be point of escalation, internally or externally to support new market branches with support management and any related issues• Analyze and report on key drivers impacting top and bottom line performance in the international markets; present regular updates to senior leadership.• Advise on and select external regional partners and serves as their key point of contact. Owns budgets and negotiations with external partners.• Represent the company’s mission, vision and values in all markets. Show less

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  Golf In Kenya

  Jan 2023 - now

  Director of Operations