Soukayna Elb

Protocol and Guest Services Team Leader

• Job Details:Responsible for enhancing the UAE pavilion guest experience through engaging interactions and showcasing a positive attitude. Manage staff and allocate resources for VVIP guest visits. Provide exceptional customer service to all stakeholders, exceeding expectations. Demonstrate comprehensive understanding of pavilion content and cultural significance. Greet guests, assist with queries, and manage queues. Monitor staff attendance and sickness, resolving issues and providing guidance. Operate ticket booths and host tours, following scripts and facilitating guest journeys. Assist individuals with special needs and manage school groups. Handle public complaints responsibly and ensure smooth operations. Perform pavilion opening and closing procedures, adhere to safety protocols, and assist with pavilion procedures as needed. Collaborate with other contractors for seamless pavilion operations. Act as translator and participate in pavilion events. Manage time efficiently, offer support to team leaders, and ensure staff adherence to policies for personal and departmental well-being. Submit a daily handling report detailing all interactions and assistance provided to guests in my capacity as protocol and assistance personnel.

Protocol and Guest Services Coordinator

• Job Details:Acting as the main liaison between the guests and Expo 2020 management. Assisting with the delivery of protocol services. Facilitating protocol guests visits. Providing assistance and information to Expo 2020 guests and stakeholders as necessary. Responsible for promoting Expo 2020 offers and selling tickets. Responsible for logging guests complaints through CRM system. Responsible for sending the daily shift report with all the details to the high management.

Guest Services Team Leader

• Job Details:Responsible for overseeing allocated resources, including staff and equipment, to ensure accurate processing, storage, and dispatch of inbound and outbound baggage, cargo, mail, courier, and ULDs. Provide leadership and direct supervision to staff in line with service delivery targets and safety regulations. Monitor attendance and sickness, offering coaching and feedback on performance. Manage disciplinary actions as per company policies. Develop performance development plans and performance improvement plans for staff, ensuring adherence to company standards and style guidelines. Train and coach new staff during boarding and check-in procedures. Ensure strict compliance with standard operating procedures, airport authority standards, and regulatory requirements. Deliver exceptional customer service to guests at Abu Dhabi airport. Handle guest complaints and requests promptly. Motivate and recognize team members' efforts with appreciation certificates. Plan and execute workload, briefing team members on special handling instructions and policy updates. Ensure smooth operation of support systems and equipment, delegating tasks for safe and effective guest dispatch. Complete pre-and post-flight activities and administrative tasks. Act as in-charge in various areas of the business and handle overbooked flights. Verify travel documents of guests for certain flights. Provide detailed shift reports and collaborate with diverse teams in a multicultural environment comprising 25 nationalities.