Hospitality / Key Account Manager
Resume:
Nevise Marie Webb
Mobile No: +356-********
Email: **********@*****.***
Profile:
I am a service oriented person, passionate about delivering the best possible client experience. Throughout my client facing and account management experiences I have enjoyed communicating with clients and liaising with different stakeholders to offer best in class service and create long lasting relationships, along with attending/creating unforgettable VIP events for our top customers. In my free time, spent mostly travelling. I have a passion for gastronomy, love fashion and working out. I am now looking for the opportunity where I can work in an environment which relates to my leisure time, and where I can contribute my best personal trait in a vip client/account, guest and event/pr & marketing communication focused role.
Experience:
Dates: April 2016 – Date
Company: LeoVegas – www.leovegas.com
Position: VIP Experience/Senior Key Account Manager
As the Senior VIP Account Manager I am the main point of contact for the highest value clients within the market, ensuring that they have the best first class client experience with LeoVegas by maintaining and improving the successful relationship with VIP clients, as individuals, and as the main source of revenue for the company.
Building strong and effective relationships with clients through ongoing communication through many social media platforms and frequent face to face meetings
Be a role model and ambassador for the company at all times, especially during events and when meeting and interacting with clients− Perform other tasks as assigned when needed
Attend Events/Evaluate competition.
Organise and create unforgettable VIP Events (from Michelin Starred Restaurants, Concerts etc) large and small groups for our High Valued Customers Worldwide.
Developing a deep understanding of the customers’ business goals and ensure that our products are utilised to achieve customer growth ambitions
Liaise internally with relevant personnel to source bespoke solutions that drive company revenues through our unique offering.
Upsell new products as they become available and ensure the available portfolio offered to end-users by the customer is maximised at all times
Working hand in hand together with the CRM/Marketing team and monitor KPI’s.
Take ownership of, create and communicate the retention strategy for all verticals for the market within the Retention markets team together with the potential other KAM manager and CRM managers − Build strong personal relationships with the VIP base to maximize loyalty, revenue customer experience in line with relevant procedures and compliance requirements.
− Build, document and maintain customer profiles, including knowledge of customer behaviours, interests, likes and dislikes as well as documenting all customer contacts − Ensure the smooth running and success of the events process, including planning, execution and follow up on return on investment in accordance with set budget procedures − Ensure that all giveaway campaigns are fully evaluated and that this information is used in future planning –
Plan, implement and continuously optimize all sendout journeys and ad-hoc campaigns going out to the customer in the market. Retention markets team to maximize return on investment while keeping in line with compliance requirements
– Visualize and continuously communicate events and the content of the VIP campaign calendar to the organization(s) to ensure complete alignment − Ensure that the customer experience is as smooth as possible by working extremely close to the CRM management team− Ensure that the customer experience is maximized for all processes in which the KAM manager is responsible for the direct customer communication (e.g. via social media, attending events, restaurant invitations etc)
Provide the Market CRM manager with support and at times cover occasional work duties when needed
Reaching (and exceeding) monthly and quarterly sales targets.
I have Excellent attention to detail and a general attentive attitude towards client needs. I help in organising/creating many different events In Europe and outside, meeting clients in a group or one to one basis offering be-spoke service which would help in retention.
Dates: May 2015 – February 2016
Company: Chetcuti Cauchi Advocates – www.cc-advocates.com
Position: Executive Secretary
As an Executive Secretary of the firm’s Managing Partner my responsibilities included office administration, assistance to the Managing Partner, involvement in client relations, and supporting a portfolio of local and foreign clients.
Be the first point of contact to a number of clients.
Efficiently maintaining Managing Partner’s diary
Scheduling regular business meetings and providing secretarial support.
Making necessary arrangements for company meetings and events.
Meeting, greeting and accommodating visitors pertaining to the MP.
Handling incoming phone-calls, placing phone calls on behalf of MP.
Taking meeting minutes, preparing of agendas/presentations etc.
Identifying priorities and bringing to attention deadlines
Organising travel requirements
Supporting the MD on a day-to-day basis
Dates: August 2014 – May 2015
Company: Vista Jet – www.vistajet.com
Position: KEY ACCOUNT MANAGER
As Key account Executive I was the first point of contact within Vista Jet for all esteemed high profile customers. Dealing with all aspects of their travel experience as well as liaising with all other departments to ensure excellent customer service.
Be the main point of contact for all client needs.
Ensuring that all service levels are reached towards the clients.
Organising customized options and tailor made services for all clients.
Coordinating jets availability and services arrangements for global flights.
Documenting all flight details and services offered to the clients.
Liaising with all departments to ensure that all services are available for clients.
Dates: March 2014 – August 2014.
Company: Hilton Malta
Position: Duty Manager/Guest Relations
Provide supportive functional assistance to all operational departments whilst interacting with guests. The role involves resolving all guests’ issues and that the relevant follow-up is done on a timely manner through cooperation and coordination with the relevant hotel departments.
GUEST EXPERIENCE
React to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
Assist the Front desk team and Guest Relations in greeting, rooming and departures of all guests particularly VIPs.
Establish and carry out regular guest feedback in conjunction with Guest Relations aiming at increasing repeat business
Ensures highest level of guest satisfaction by ensuring brand standards, quality guest services and amenities are met.
Dates: September 2010 – March 2014
Company: Emirates – www.emirates.com
Position: BUSINESS/FIRST CLASS CABIN CREW
As a Business/First Class Cabin Crew I was responsible of delivering a best in class in-flight services towards Emirates’ Business Class and First Class customers. Main responsibilities included:
Consistently deliver exceptional customer service experience on every flight.
Possess a positive attitude and empathy for others.
Strong cultural awareness and the ability to adapt to new environments.
Flexibility and motivation to manage a demanding work schedule.
Hold the qualities to live up to the mission and values that Emirates holds in high regard – Professional, Empathetic, Progressive and Visionary.
Dates: July 2009 – August 2010
Company: Gasan & Mamo Insurance – www.gasanmamo.com
Position: RECEPTIONIST
Creating an excellent first impression within the company.
Answering telephone calls, route and screen calls, greeting all visitors
Respond to public enquiries, and provide information about the organisation.
Managed the scheduling of the boardroom, meetings, and office requirements.
Contributed to the security of the organisation by helping to monitor the access of visitors.
Dates: January 2008 – July 2009
Company: The Palace Malta – www.thepalacemalta.com.
Position: EXECUTIVE FLOOR Guest Relations Manager/ SALES AGENT
Running the daily Executive floor reception desk with minimum supervision.
Responsible for assisting VIP guests courteously and professionally.
Front desk related functions, including check in/out, cashier, and all requests.
Assist with flight changes, details or arrangements, tours, transfers, restaurant reservations and any secretarial facilities that guests would require.
Maintain a high standard of service and hospitality in a busy environment at all times, to promote and effectively sell the hotel products and services.
Dates: 2006 – January 2008
Company: Hilton Malta – www.hilton.com.mt
Position: Guest Relations Manager / Executive Floor
Responsible of the daily Executive floor reception desk.
Main point of contact for VIP guests throughout their stay at Hilton.
Executive Front desk related functions; check in/out, cashier, and client requests.
Assist with flight changes, details or arrangements, tours, transfers, restaurant reservations and any secretarial facilities that guests would require.
Maintaining top level of service standards and hospitality that represent the Hotel’s reputation of being the top 5 star resort in Malta.
Education:
2005 – 2006: Junior College Naxxar
1992 – 2005: St. Catherine’s high school
Knowledge and Certifications:
“O” Certificates achieved in the following subjects:
Maltese, English, Italian, French, Religion, Mathematics, Physics, Home Economics, Environmental Studies.
ECDL
Fire & Safety
Bomb threat safety
Up selling skills training
Complaint handling Guest relations
Safety and Emergency Procedures (SEP)
First Aid (accredited by the Royal College of Surgeons of Edinburgh)
Service Emirates - Cabin Crew Image and Emirates Cabin Crew Uniform
Fitness,Nutrition and Security Procedures
Achievements:
‘Employee of the Month’ award at Hilton Malta
Fly Emirates representative at official events.
LeoVegas LeoAcademy Marketing course assignments.
Interests and Activities:
Fitness & Sports, following a good personal training regime and healthy lifestyle.
Travelling more places in the world following my vast travel industry experience.
I follow the fashion industry very closely, and being up-to-date with clothing fashion.
I love to experiment with cooking, I’m a big foodie as well (I like to visit famous well known restaurants) and keep up to date with latest events.
References:
References available upon request.
Contact this candidate