Esraa Ebraheem

Experience

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  Millennium & Copthorne Hotels

  Dec 2012 - Jan 2013

  Reservations Agent

  1) Processed room reservation by Fax, Phone and emails.2) Cooperated with sales managers , helped in walk in bookings3) Checked for credit cards guarantees and reservations cheques4) Handled visa procedures , groups blocks and group rooming list 5) Worked with management on customer service initiatives

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  Choose Your Trip

  Jan 2013 - Oct 2014

  Reservations Supervisor

  Arranging Hotels bookings accurately take and process all cancellations and amendments.Confirming other services with relevant hotel departments including; car transfer, babysitting, special amenities, flowers, spa treatments and restaurants bookings To allocate correct accommodation requirements for regular guest, VIP, Long Stay guests accessible requirements, connecting rooms and all executivesEnsure group files are accurate and kept current, Update hotel contracts as per the seasons and arrange the new ones with new hotelsBe aware of all Dorchester Collection hotel products and facilities and display thorough knowledge of their services and promotions.To take ownership of daily trace report and complete pending tasks accordingly and ensure effective transfer information to all internal departments. Ensure written confirmation of all bookings with agreement and documentation of payment method prior to arrival e.g.pre-payment , credit card details ,AR account , bank transfer and proforma invoices Following up with the hotels with regards to no show and late cancellation charges Arranging the excursions bookings and airport transferArranging excursions outside office and help customers to get what they request in a proper wayFollow up the payment with the agencies and the hotels and arranging the tour packages and the offers such as for vacations, honeymooners (Inbound –Outbound)Update the partners with the new offers and packages, Handling the complains from the guests in house or any complaints from the agencies.Work as a customer agent and welcoming the guests in the airport and accommodate them as well in the hotels, Maintain positive guest relations at all times.Handling the outgoing booking such as in Turkey, Maldives, and Malaysia, Dealing with the online system B2B Destinations and give the partners training in how to use it. Using Unitrin system in doing invoices and enter the booking details to track it. Show less

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  The Signature Hotel UAE

  Nov 2014 - Jun 2015

  Reservation Supervisor

  1) Monitored incoming bookings through different channels and flagged any concern dates with sales and revenue manager2) Supervised the agents , gave trainings and developed them in order to handle reservation tasks properly 3) Handled group tours , conventions from the initial blockage to the rooming lists 4) Coordinated with front desk to ensure response to all special guest request, provided response within required timeframe. 5) Developed and maintained professional relationship with all hotel departments , managed all communication with staff , prepared statistical reports , Checked previous days reservations , managed room allocation6) Asked for customer feedback and handled customer satisfaction reports. Show less

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  Cherokee Chrysler Dodge Jeep and Ram

  Jun 2015 - now

  Guest Relation Officer

  1) Welcoming and greeting walk in clients, prequalifying client’s demands, directing them to sales Executive to help.2) Handling telephone and Web inquiries from different channels , updating client details on Fastrack , Following up with Sales Executive for proper action 3) Delivering excellent customer service , ensure customer satisfaction as per company policy and procedures , resolving customer queries promptly within company guidelines before escalating to higher level .4) Dealing with 'drop in' customers as quickly and proficiently as possible, by coordinating with employees and customers.5) Providing basic information about the required car as per client’s needs 6) Handling manager review reports 7) Handling walk in report 8) Handling daily sales meeting report and sales forecasting.9) Basic data analysis for Walk in, Manager review reports.10) Handling cars registration in Abu Dhabi Police system 11) Handling CSV scores Show less