Bilingual customer service
Resume:
IHAB CHEHAYEB
E Mail: *********@*******.***
Contact No.: 647-***-****
Milton- Ontario
CANADA
Summary:
Managerial position in the field of Property Management/Hospitality that will optimize the use of my skills
and abilities and offer enhanced opportunities.
HIGHLIGHTS
Property/Hotel Management.
Nominated five star employee for year 2000/2001 and 2003 (Ritz Carlton Hotel Montreal.
Excellent negotiation, problem solving and conflict management skills
Superior attention to Details and Accuracy.
Languages fluency: Excellent read, written and spoken English, French and Arabic
Excellent communication skills
Innovative in thought and solutions
Ability to reach and sustain costumers satisfaction
Good experience in working under pressure to meet deadlines and to respect priorities.
Strong Customer service focus.
Experience
Jan 15 – To date: CAA Service Ontario Associate as Bilingual Customer service
Provide interpretation of guidelines, directives and procedures.
Provide guidance and support to customers in completing documents and forms.
Collect and process payments, issuing refunds, and reconcile payments with transactions.
Maintain files and electronic database systems.
Produce a variety of reports and correspondence.
Provide timely and accurate information related to government programs, products and services in a retail and
customer service oriented environment.
Produce a variety of reports and correspondence.
Process business and individual customer transactions, determining that eligibility requirements are met and obtaining
required documents
Oct’ 10 –July’ 14: Dubai Properties Group as Assistant Property Manager
Role:
Assisted in establishing Handover process of 2932 apartments in Ghoroob Mirdiff a Dubai Properties Group Project.
Worked closely with finance team on annual budgets and income projection.
Ensured that all rents/cheques are collected, posted and deposited.
Coordinated between departments (maintenance, security and finance) to facilitate the day to day activities.
Monitored and enforced the terms of all lease agreements.
Attended and followed up on day to day operation, tenant’s inquiries and problems, daily challenges and risk Management.
Carried out inspections to ensure that the property is properly maintained.
Provided support to staff to encourage team work and lead as an example in creating harmonious environment.
Dealt with resident concerns and requests on timely basis to ensure resident satisfaction with Management.
Reduced the accounts receivables to 1% of the total rent roll and operating expenses by 15% - 20% while
maintaining the same quality of customer service.
Achieved a 90% rent cheque collection for residents in 3 weeks
Jan’ 08 – Sep’ 10: Dubai Properties group as Assistant Manager Hotel Apartments
Role:
Assisted in opening 325 furnished apartments in Shams1 Tower a Dubai Properties Group Project.
Cooperated with management in solving employees problems and contributed in the decision making process.
Delivered excellent customer service and ensured guests comfort.
Held full management responsibility as a replacement.
Provided reports for hotel management and maintained communication among the team.
Oct’ 05 – Dec’ 07: Alkhaleej group of Hotels as Room Division Manager
Role:
Supervised the overall activities of Front Desk including managing housekeeping, laundry and security operations.
Monitored the personnel of these operations to ensure guest receive prompt, cordial attention and recognition.
Promoted internal sales and in house facilities.
Maintained a reporting system of activities under my responsibility to the General Manager and other department heads.
Consulted with department heads and General Manager on and ongoing basis to improve business conduct.
May’ 03 – Sep’ 05: Ritz Carlton Hotel Montreal as Night Manager
Role:
Monitored and directed all night shift processes and paper work.
Managed a team of 12 employees and responsible for their training, development and motivation.
Closed the operations of the day.
Ensured that guest’s needs are anticipated and that any request is attended.
Prepared and revised schedules of staff regularly.
Ensured that all areas, equipment and grounds are kept secured so that all visitors and employees benefit from a safe, secured
environment.
Assisted with the health and safety and fire prevention and monitored all fire/intruder alarm systems, including assisting in emergency
and evacuation procedures.
Delivered the best service, quality and value to every client and maintained customer satisfaction as the driving philosophy of the
Hotel.
Apr’ 01 – May’ 03: Ritz Carlton Hotel Montreal as Assistant Manager
Role:
Dealt with group contact.
Supervised hotel staff to ensure the provision of excellent customer services
Assigned rooms requested by guest.
Scheduled employees to ensure all stations are manned appropriately.
Coordinated the efforts of different departments to ensure smooth running of the business.
Managed daily sales reports as instructed.
Managed conflicts and resolved issues in accordance to the hotel’s protocols.
Oversee daily accounting procedures.
Managed daily sales reports as instructed.
Solicited business from new accounts and ensured recurring business from current guests.
June’ 98 – May’ 01: Ritz Carlton Hotel Montreal as Night Auditor
Role:
Adjusted and corrected accounting errors.
Completed and transmitted daily management and accounting reports.
Balanced and audited for accuracy in accounts
Resolved accounting discrepancies.
Followed up with guests to ensure satisfaction.
Balanced credit card and check transactions.
Checked guests in and out of hotels.
Performed guest service representative duties.
Education
1996 1998 Hotel Management Techniques Lasalle College Montreal Canada.
1986 1989 Diploma in Computer sciences Baakline Business and Technical Institute Lebanon.
Other Certificate
Certified Property management Training (Dubai Real Estate Institute) February 2013.
Certificate of Merit Dr.Edward de Bono’s simplicity Course 2008.
Certificate of Attendance (ROPES) Team Building course 2008.
Certificate of Course completion WHMIS from AIXsafety.com
Computer skills: Microsoft office, Outlook, Encore, Host net, Amlaki, Fidelio, Sales force and Fosse.
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