Yasser Abd el moundir Hadidi
Doha
Summary
Hospitality professional with experience in branded hotel environments and multicultural teams. Proficient in Hotel PMS operation and daily system workflows. Strong focus on service consistency and operational accuracy.
Overview
3
3
Languages
5
5
years of professional experience
Work History
Guest Service and Customer Service Supervisor
Sanad Members Club
Doha
12.2023 - Current
- Performed the daily tasks and reports regarding all services during the FOM absence.
- Managed and monitored front office staff activities, ensuring adherence to standards and guidelines; coached and trained team members to improve performance.
- Provided a high level of customer service and maintained a high profile.
- Employed suggestive selling techniques to enhance customer engagement and drive sales., increased occupancy and revenue.
- Handled the end of day closing PMS and sent the daily reports manager.
- Achieved outstanding customer satisfaction through effective team management.
- Identified ongoing issues and implemented solutions to maintain optimum service levels.
- Resolved customer issues and complaints effectively, enhancing overall customer satisfaction.
- Managed a team of customer service representatives, fostering an environment focused on high-quality client support.
- Managed complex customer complaints by providing effective resolutions and maintaining professionalism. calmly and professionally, providing effective solutions for continued customer satisfaction.
- Fostered positive working environments by providing ongoing support and guidance to staff.
- Supervised and observed team activities, offering praise and constructive feedback.
- Closely monitored team performance, identifying improvements and providing extra training to underachievers.
- Audited work and customer service processes to identify improvement areas.
- Planned, organised and implemented special promotions based on customer requests, market trends and growth opportunities.
- Prepared detailed reports on team performance, customer satisfaction metrics, and service improvement opportunities.
- Delegated work and priorities based on staff strengths to maintain highly productive operations.
- Managed complex customer complaints, negotiating solutions that upheld company reputation while ensuring customer loyalty.
- Analysed customer feedback to identify patterns and areas for improvement within the service team.
- Monitored and authorised matters such as product returns, reductions, exchanges and voids.
- Conducted regular performance reviews with team members, setting clear objectives and providing constructive feedback.
- Maintained an in-depth understanding of company products and services, providing accurate information to customers and team members.
- Coordinated training to improve operations, team morale and customer service.
- Analysed call centre data to identify trends, making strategic adjustments to improve service levels and reduce waiting times.
- Organised and chaired weekly team meetings to discuss performance metrics, sharing best practices and addressing challenges.
- Oversaw the update of the customer service database, ensuring accurate recording of interactions and resolutions.
- Championed a company-wide initiative to improve customer experience, resulting in a 15% increase in customer retention rates.
- Established a knowledge base for commonly encountered issues, reducing resolution time and improving first-call resolution rates.
- Facilitated weekly team meetings to discuss targets, achievements, and areas for service improvement.
- Coordinated meetings with staff before store opening to communicate promotions, priorities and tasks to complete.
- Communicated specials, promotions and offers to customers to help upsell additional products and increase revenue.
Sales Associate
Hugo Boss
Dobai
06.2021 - 12.2022
- Provided a premium customer service experience, assisting clients with product selection and styling advice.
- Achieved individual and team sales targets, consistently meeting monthly goals while building strong client relationships and professionally handling customer inquiries and complaints.
- Demonstrated excellent product knowledge, including fashion, sizing and brand values.
- Utilised upselling and cross-selling techniques to enhance average transaction value.
- Maintained store presentation and upheld visual merchandising standards, collaborating with store team to ensure smooth daily operations and an enjoyable shopping experience.
- Assisted customers in finding products, offering detailed information to increase sales and enhance the shopping experience.
- Shared new products and promotions with customer to encourage sales.
- Adapted to various customer access points to enhance service delivery.
- Met sales targets through proactive promotion and excellent customer service.
- Maintained a tidy and organised retail space, ensuring a pleasant shopping experience.
- Built and maintained positive relationships with customers to encourage repeat business.
- Handled customer returns, refunds and exchanges at customer service desk.
- Processed sales transactions accurately, handling cash and card payments with attention to detail.
- Advised customers on product range, price, delivery, warranties and product use.
- Handled returns and exchanges with professionalism, maintaining customer trust and store reputation.
- Used downtime to clean store floor, rearrange product displays and restock shelves.
- Rotated stock on shelves, reducing stock waste and minimising store losses.
Education
Hotel Management Advanced technician certificate. -
INFSP-Elkerma Cité de Boumerdes
Boumerdes, Algeria03-2020
Skills
- Opera PMS
- CRM
- CRM software
- Customer service
- Customer engagement
- Customer retention
- Complaint handling
- Conflict resolution
- Complaint management
- Performance analysis
- Revenue generation
- Process improvement
- Team management
- Staff supervision
- Leadership excellence
- Sales expertise
- Attention to detail
- Client management
- Reporting and documentation
- Microsoft Office
- Excel proficiency
- Experience strategy
- Customer-centric approach
- CRM software
- Experience strategy
Languages
Arabic
Proficient
C2
English
Proficient
C2
French
Proficient
C2
Timeline
Guest Service and Customer Service Supervisor
Sanad Members Club
12.2023 - Current
Sales Associate
Hugo Boss
06.2021 - 12.2022
Hotel Management Advanced technician certificate. -
INFSP-Elkerma Cité de Boumerdes