ALBERTA S. GURAY Mobile No: / Address:

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1 ALBERTA S. GURAY Mobile No: / Address: rolamerdxb2013@gmail.com OBJECTIVE: Seeking a new challenging job which is parallel to my professional and abilities. Be one of the key of the company s vision into realization through strong dedication, hard work, good leadership skills to enable the organization and to deliver strategic new initiatives on time, within budget and scope. Make my learning to move in linear fashion along with growth of my functional skills coupled with overall personality development in order to face the challenging time ahead. EMPLOYMENT RECORDS: MAY PRESENT RENTAL OFFICER PAYLESS CAR RENTAL - (Sheikh Zayed Road Branch) (Integral part of Massar Solutions, Abu Dhabi -UAE) Monitoring the front counter staff activities in providing the customer s proper Car rental information like rates, reservations, required documents, terms, conditions, service charges and availability using the Bynx System. Assist counter staff to prepare rental forms, obtaining customer signature through effective sales techniques to utilize service options. Assist counter staff to determines the charges for rental s, collect deposits or payments, arrange for billing and invoices. Communicate with assigned drivers to handover the rental car to the customer efficiently. Resolves customers' service or billing complaints by performing activities such as refunding money, and adjusting bills. Seeks approval from the management. Keep records of customers interactions and transactions, recording details of car accidents with a police report, complaints, and comments and actions needs to be taken accordingly. Assist counter staff to update the rental agreement files, notify customers of overdue rental vehicles and enquire on expected date of return, process of payments and rental extensions. Assist counter staff to monitor the vehicles for service maintenance and contact customers for replacement if it s required. Assist counter staff to Call customer s regularly to monitor the status of their car rental. Coordinate with counter staff to develop and execute sales plans and techniques to increase the sales and profits. Gathers information regarding customer s needs/requirements, trends developing and other data which may be of interest to Marketing and Sales departments. Meet the monthly ( Revenue, calls & quality ) targets to reach the max level of punctuality & productivity. Assist counter staff to record the correct petty cash float/payment transactions, retrieve money collected in shifts with complete deposit slip and keep money in safe to deposit the money in the bank. Assist counter staff to handover the next staff on duty the proper documents and pending transactions at the end of the shift.

2 MAY 2014 MARCH 2015 BRANCH INCHARGE (Rental Department) EUROSTAR RENT A CAR - ( Jebel Ali, Dubai Branch) (Integral part of Ali & Sons Co. Volkswagen / Abu Dhabi UAE) NOVEMBER 2012 MAY 2014 BRANCH INCHARGE (Rental Department) EUROSTAR RENT A CAR - ( Sheikh Zayed Road, Dubai Branch) (Integral part of Ali & Sons Co. Volkswagen/ Abu Dhabi UAE) Assisting customer s for their inquiry in regards of the company product and negotiating the rates, terms of an agreement either spot rental, leasing, corporate rates and ensures that their needs are continuously being met. Monitoring the branch income, responsible for sales operations in the assigned branch; maintains contact database, develops and executes sales plans and goals designed to increase sales and profits. Cultivate excellent relationships with new prospects and existing customers. Qualify each customer using our company rental requirements guidelines. Review rental parameters with all customers to ensure a complete comprehend of rates & service charge. Ensure that Operations office is kept in standard working order; all files are set to company standards, and work area is clean, organized and ready for audit at all times Monitor the staff and driver on their daily task given during their duty time. Compliance with cash handling, invoicing, receiving, safety and maintenance Retrieve money collected in shifts, complete deposit slip and keep money in safe. Timely communication to management of all Individual, Lease, Corporate, customer issues. Monthly Sales Report to be submitted to the operation Manager. FEBRUARY 2011 NOVEMBER 2012 RENTAL CLERK EUROSTAR RENT A CAR (Deira, Dubai Branch) (Integral part of Ali & Sons Co. Volkswagen/ Abu Dhabi UAE) Monitors daily reservations found in the manifest Doing daily telemarketing to all prospective customer s. Manages the availability of Idle vehicles for reservation & walk-in clients Reviewing own sales performance aiming to meet and exceed targets. Making accurate rapid cost calculation & providing individual, lease and corporate customers quotation. Accentuate on selling and revenue maximizing on core products such as Collision Damage Waiver, up sells. To ensure that all the terms and conditions of car rental will explain properly to the customer s before delivery. Advise the customer s with the procedure in case of accident and damages to obtain a Police Report as per the company and insurance policy.

3 Prior for delivery of the vehicle for verification, make sure that all necessary information and requirements will be obtained from the customer to satisfy rental proceedings like the ff; Pre- authorization of the customer s credit card or LPO from the company and for the payment of whole rental duration of the vehicle before starting the rental in the Zip Drive system. Encode all required details of customers into the CRM/data base system, ie; Company details, Passport, Driving License,Visa status and Credit Card details. Encode the agreement starting date, time, kilometer and fuel information in the Zip Drive system. Maintaining the Salik Account & tracking the Traffic Fines from the Speed- Corporate System & collect the payment at the same time. Ensure that the delivery, collections and replacements are on time. Opening, closing, invoicing and collection of payments in every rental agreements. In the event of returning vehicle, make sure that invoicing will be done and attached the necessary documents for daily submission to the accounts department, Monitoring the idle vehicles, maintenance, due for service, registration renewal for passing and arrange a vehicles replacements at the same time. To monitor the payment due of all the rental s and arrange for the payment collection with all the individual, lease and corporate customer s. Monitor the vehicle and driver movement in the system Maintaining the good relation with the customer to satisfy their car rental needs and have an attention with their request and complains. Well versed in using the Zipdrive System Well trained of RTA System Monthly Sales Report to be submitted to the operation Manager FEBRUARY 2007-OCTOBER 2010 INTERNATIONAL, LOCAL, INTERNAL RESERVATION INCHARGE SIXT RENT A CAR (Deira/Sheikh Zayed Road Branch) (Integral part of Gargash Enterprises LLC - Mercedes Benz, UAE) Confirm reservations with all Inbound/Outbound Reservations and encode request in Tiger / Kerridge System. Handle customer inquiries regarding the rates and services in all branches of Sixt Rent a Car around the world. Up selling is necessary. Coordinate with all Sixt branches regarding the availability of the vehicle in their location if it s on request. Confirmed the bookings whenever vehicles is/are available and make sure that or request of the customer s is responded whether it is confirmed or unconfirmed. If the customer confirmed the booking, the following details must be obtain and should be encoded the Customer s Name, Address, Contact Number, Credit Card details in the Tiger System to proceed the reservation;. Whenever the reservation has been confirmed in the Tiger System, voucher will be sent to the customer s address or handover the voucher to the walk in customer s as their reference once they will pick up the car on requested location. Monthly outbound confirmed reservations and cancellation reports will be submitted to the Sales Manager and Accounts Department.

4 SIXT UAE LOCAL RESERVATION (WALK IN AND CORPORATE CUSTOMER S) Handle customer inquiries regarding the rates and services. Upselling is necessary. Confirmed the bookings whenever vehicles is/are available and make sure that or request of the customer s will be responded whether it is confirmed or unconfirmed. Coordinate with the driver s for delivery, collection and replacement of the car to/from the customers. Prior for delivery of the vehicle for verification, make sure that all necessary information and requisites will be obtained or available by the customer to satisfy rental proceedings. Encode all required details of customers into the CRM/data base system, ie; Passport, Driving License, Visa status and Credit Card details. Pre- authorization of the customers credit card or LPO from the company and for the payment of whole rental duration of the vehicle before starting the rental at the Kerridge system. Encode the starting date, time, kilometer and fuel information in the Kerridge system. In the event of returning vehicle, make sure that invoicing will be done and attached the Company Letter of Purchase Order/Request Letter (LPO), Credit Card Slip, Cash Payment for daily submission to the accounts department, INTERNAL BOOKINGS ( GARGASH MERCEDES BENZ SERVICE CENTRE) Responsible of issuing a complimentary vehicles to the customer requested by the service centre. Responsible for the opening of all the maintenance/replacement vehicles agreement in the system which will goes to workshop. Maintain a record for all under maintenance vehicles in the system and it should be mentioned in damage report for whatever damages to be repaired for the reference of the service advisor and workshop staff. AUGUST 2004 JANUARY 2007 SENIOR RECEPTIONIST LE MERIDIEN FAIRWAY HOTEL ( Garhoud Branch, Dubai) (Integral part of Le Meridien Dubai Hotel) Ensures that the Hotel Reception runs efficiently and receptionist duties are attended. Ensuring compliance with Hotel Policies, procedures and guidelines and relaying information to the Operation Manager Coordinating the activities of the Reception team Ensuring that all telephone calls are dealt by the receptionist with in a professional and courteous manner and that all guest inquiry or request are attended to appropriately. Process all check in/check out of the guest as per hotel policies. Promote positive guest relations to all individuals approaching the front desk. Maintain an atmosphere of smiling tranquility at the front desk. Obtain credit /payments methods from the guest for the duration of stay. Confirm reservation in the system and review all noted information.

5 Forward any information for the guest via fax/ or courier. Communicate services and amenities to all guest. Upselling is necessary. Handle guest complaints, inquiries and follow up when necessary. Ensure good working relations with seniors, collegues and higher management. Undertaking other duties as directed by the Operation Manager. To ensure that all registration cards are filled accurately. Update all the guest profile in the system. Attach the voucher and passport copy of the guest in the registration card correctly. To be prompt in answering the telephone calls in maximum three rings clearly and friendly manner Rate negotiation with guest and corporate clients. Handling cash including foreign currency. Establish and maintain close relation with guest, travel agencies and tour operators. Booking and confirming of airline ticket of the guests. Record in the logbook of all important notes and information for the next shift which includes cash collection and petty cash. Ensure smooth in taking over from previous shift and handover efficiently to the next shift which involves all duties of front desk area. FEBRUARY AUGUST 2004 RECEPTIONIST/CUSTOMER SERVICE NATURAL ELEMENTS SPA ( Dubai Airport Road) (Integral part of Le Meridien Dubai Hotel) Handling Phone calls, taking down messages and forwarding them to concerned individuals. Taking reservation of the client for treatment. Process and received payments from the client. Keeping a master file for all the clients who are coming for treatments. Efficiency in handling clients inquiries, complaints regarding pevonia products and treatments. Engaged in customer support, retailing and product handling pevonia retail products. Proficient knowledge in handling, monitoring, recording, and encoding the consumable products as well as the stocks. JUNE 2003 FEBRUARY 2004 RECEPTIONIST GREMCO SHIPPING COMPANY ( Sharjah United Arab Emirates) Retrieves messages from voice mail and forwards to appropriate personnel. Answers incoming telephone calls, determines purpose of calls, and forward calls to appropriate personnel or department. Takes and delivers messages or transfers calls to voice mail when appropriate personnel are unavailable and provides callers with address, directions, and other information.

6 Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel. Monitors visitor access and issues passes when required. Updates appointment calendars. Receives, sorts, and routes mail; maintains and routes publications. Maintains fax machines, assists users, sends faxes, and retrieves and routes incoming faxes. EDUCATIONAL BACKGROUND: Bachelor of Science in Commerce (undergraduate) Union Christian College, La Union-Philippines SKILLS: Computer literate. Fluent in both Tagalog and English language. Effective inter personal and communication skills especially when dealing the clients Ability of the job confidently in the midst of a busy demanding situations. PERSONAL DATA: Gender : Female Nationality : Filipino Visa Status : Residence Visa