Commercial Center Manager
citystars
Total years of experience :19 years, 6 Months
Commercial Center Manager August 2011 - Present
- Monitor performance (in relevant areas) according to agreed standards and take necessary action to communicate/advise/assist according to performance levels
- Establish and implement necessary communication strategy for the improvement and awareness of quality issues across all departments.
- Report as necessary on changes in standards (internally and externally initiated) and on performance against standards.
- Contribute to the evaluation and development of operational strategy and performance in co-operation with the executive team
- Managing and upgrading the shopping centre facilities (renovation, extension, etc.);
- The administration of the shopping centre facilities: relations with the service providers (e.g. security, housekeeping, leasing, specialty leasing, Customer Service and Engineering), etc.
- Lettings management of the shopping centre: day-to-day relations with the shops in the centre (responding to enquiries, managing and resolving complaints, etc.);
Report directly to the General Manager.
Ensuring the overall customer satisfaction of the shopping center visitors (1, 500, 000+ monthly).
Handling the operations of all the shops in the mall (500+).
One of the opening staff operations team for the shopping center.
Built the customer service department for City Stars from scratch.
Managing a team of 25 employees working 16hrs a day, 7 days a week.
Manager On Duty (MOD); act on the General Mangers behalf after his official working hours.
Expanded the team and operations throughout the years to meet up with the shopping center expansion plans.
Conduct internal trainings on ‘how to deal and treat the customer’ for all concerned departments; Customer Service, Security, Maintenance, House Keeping, Call Center & telephone operators.
Conduct marketing research.
Execute marketing projects and campaigns.
Providing top management with monthly detailed and executive reports; Footfall analysis, complaints, customer satisfaction level, etc.
City Stars (Golden Pyramids Plaza) August 2004 - Present
Customer Relation Manager
- Report directly to the General Manager.
- Ensuring the overall customer satisfaction of the shopping center visitors (1, 500, 000+ monthly)
- Handling the operations of all the shops in the mall (500+)
- One of the opening staff operations team for the shopping center.
- Built the customer service department for City Stars from scratch.
- Managing a team of 25 employees working 16hrs a day, 7 days a week.
- Manager On Duty (MOD); act on the General Mangers behalf after his official working hours.
- Expanded the team and operations throughout the years to meet up with the shopping center expansion plans.
- Conduct internal trainings on 'how to deal and treat the customer' for all concerned departments; Customer Service, Security, Maintenance, House Keeping, Call Center & telephone operators.
- Conduct marketing research.
- Execute marketing projects and campaigns.
- Providing top management with monthly detailed and executive reports; Footfall analysis, complaints, customer satisfaction level, etc.
Accor Hotels January 2004 - August 2004
Regional Sales Manager for Corporate Key Accounts
- Reported to the Director of Sales
- Petroleum & Pharmaceutical sectors
- Selling and promoting all the facilities of the 22 hotels to the key account companies.
- Supervising no the sales team productivity
- Planning and Executing sales plans for sales team every quarter
57357 Hospital (National Cancer Institute) August 2003 till January 2004
Media Manager
- Reported directly to the VP.
- Communicate and support the fund raising committee.
- Prepare media elements for marketing campaigns.
- Coordinate facility tour visits to potential funders.
- Part of the organizing events team.
Insight for Research and Marketing Services March 1996 - July 2003
General Manager
(Deputy General Manager promoted to General Manager)
- Handling Customer Service; managing & developing teams in a high volume solving customer cases complaints by phone or face to face
- In charge of sales and operations departments
- Selling and promoting advertising and shopping pages in MEGA MART catalogue as well as other marketing services offered by the company such as direct mail and direct marketing.
- Following up accounts starting from product selection to be included in the catalogue.
- Guiding the designers by planning the final look of the catalogue.
- Supporting the marketing department in research projects.
- Executing promotional programs.
- Observing, orienting and assessing customer support team and enhancing relationships with suppliers and extending the product mix.
Sheraton Hotels (Montazah, Alexandria) August 1991 - August 1992
Banquet Account Executive
- Responsible for selling and promoting all the food and beverage in the hotel.
- Conferences and exhibitions, receptions and cinema festivals
- Coordinate the planning and execution of all meetings, banquets and catering events.
- Responsible for bookings, confirmations, billings, generating proposals and contracts.
- Maintains and communicates event information calendar.
- Interfaces with other departments to ensure proper set up for successful coordination of events.
- Communicates with customers before, during and after event.
Sheraton Hotels (Montazah, Alexandria) May 1990 - November 1990
Guest and Public Relations Officer
- Meets and greets arriving guests.
- Reviews the arrival list daily and assists in preparing and distributing welcome amenities.
- Attend promptly to guests' inquiries and assists them with their needs.
- Handling guest complaints.
International Business Association (IBA) March 1990 to August 1990
Sales Executive
- Responsible for selling advertising for Cairo Today magazine.
- Coordinating between the client and the art department.
- Selling courier services for Federal Express (FedEx) and following up accounts.
Thanaweya Ammah - Manar Girls Scottish School.