Customer Service Manager jobs in United Arab Emirates

Company Description

An architectural surprise inspired by an Egyptian aesthetic, 5-star Raffles Dubai offers the luxury of city-centre space, impeccable service and sophisticated Asian style. A 15-minute drive from Dubai International Airport, it is ideally located in the business and shopping district, adjacent to Wafi Mall and close to the magnificent Khan Murjan souk and the convention centres.

Responsible for revenue maximization in the areas of groups, meetings & events by driving sales activities, generating business opportunities, developing new accounts and increasing the conversion. Also responsible for a seamless execution of groups & events logistics maintaining a highest level of professionalism. Responsible for adhering to the management standards and quality guidelines in the department set by the department head.

FINANCIAL

• Achieve and exceed sales targets as an individual and contribute to C&E revenue targets.
• To upsell confirmed groups and events with higher room type, menus and other auxiliary revenues to help surpassing groups & events budget.
• Comply to hotel’s credit policy and ensure full settlement of payments within agreed timeline as contracted.

ADMINISTRATIVE

• Maintain accurate and timely update of groups and event status to support forecast accuracy.
• Produce accurate and timely reports for revenue meetings.

OPERATIONAL

• Acquire new accounts, new sales opportunities and initiate action plan to drive new business for the Hotel.
• Knowledgeable of local and international market trends and competitor activities.
• Work closely with key business partners to drive and support business acquisition and conversion.
• Ensure all inquiries are responded promptly and in a professional manner.
• Maintain accurate and updated database of contacts, group and meeting enquiries.
• Prepare proposals complying with the brand standards, engage in negotiations and follow through from negotiation to secure the business.
• Acquire new accounts, new sales opportunities and initiate action plan to drive new business for the Hotel.
• Conduct sales calls, site inspections and update sales calls report. Actively participate in sales activities by the department.
• To ensure all relevant departments are updated of groups and events in the hotel, making sure group resumes and BEOs are sent out in a timely manner.
• Prepare and lead discussions in Pre-Conference Meeting, Group Resume and Banquet Event Order to all internal stakeholders to ensure successful execution of groups or events.
• Supports in securing a strong group base before entering the month and is aware of gaps in revenue contribution and actively participate in initiatives to mitigate shortfalls.
• To assist Credit Department in following up all outstanding balances of accounts and closing of PMs in a timely manner.
• To be aware of all fire, health, safety, emergency and security procedures in the hotel.
• To keep the Director of Sales-Groups & Events promptly and fully informed of all challenges or concerns so that corrective action can be taken on time.

Other

• To adhere to the Department and Hotel's standard operating procedures (SOPs).
• To ensure strict confidentiality of information in the Department and Hotel.
• To carry out duties, projects and other assignments as required by segment head.

Raffles Dubai, Sheikh Rashid Road, Wafi, 121800 Dubai, United Arab Emirates