SAIDA JGHAL
Doha
Summary
Energetic, customer-oriented with over 6 years of experience resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement.
Overview
8
8
years of professional experience
Work History
Assistant Customer Experience Manager
KATARA CLUB
Doha
04.2019 - Current
- Created and managed team schedules
- Worked closely with VIPs
- Handled customer complaints with empathy and composure
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Prepared customer invoices, accept payments and processes refund and cancellation requests
- Provided accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Managed accounts to retain existing relationships and grow share of business.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Organized promotional events and interacted with community to increase sales volume.
Reservation Agent
SHERATON HOTEL
Doha
05.2016 - 02.2019
- Answered customer telephone calls
- Took email bookings
- Handle bookings for all restaurants and provide all required information
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events
- Participated in the hotel events
- Handled all orders for the cake shop
- Communicated accurate information about promotions, customer programs and products, providing exceptional customer service.
Hostess/Operation Supervisor
RIYADH MARRAKESH RESTAURANT
Marrakesh
06.2015 - 02.2016
- Greet and welcome guests
- Take reservations by phone and walk-in, keeping scheduling demands and kitchen output in time to avoid overbooking
- Assisted in preparing dining room for special upcoming functions, including decorating, generating and printing out special group menus.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Used cash registers and credit card machines to cash out customers.
- Accommodated special seating requests for guests to enhance satisfaction.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Advised customers about special offerings and menu items to help drive sales.
- Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
Education
Cabin Crew Diplomat - Hospitality
CFPC Group
Morocco04.2016
Certificate - English
American School
Kenitra, Morocco 02.2015
Hight School - Physics
Al Irfan Hight School
Kenitra Morocco06.2014
Skills
- Hospitality service expertise
- Interactive communication skills
- Professional first-aid and medical skills
- Strong willingness to help people with requirements
- Item promotion
- Menu board art
- Front-of-house display creation
- Strong teamwork spirit
- Customer Experience Improvement
- Greet Guests
- Account Management
- Motivational Leadership
- Customer Satisfaction
Languages
Arabic
Bilingual or Proficient (C2)
French
Upper intermediate (B2)
English
Advanced (C1)
Spanish
Beginner (A1)
Timeline
Assistant Customer Experience Manager
KATARA CLUB
04.2019 - Current
Reservation Agent
SHERATON HOTEL
05.2016 - 02.2019
Hostess/Operation Supervisor
RIYADH MARRAKESH RESTAURANT
06.2015 - 02.2016
Cabin Crew Diplomat - Hospitality
CFPC Group
Certificate - English
American School
Hight School - Physics
Al Irfan Hight School
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