Please turn on your javascript Ahmed Allazim - Platinum Relationship Manager - American Express - Dubai, United Arab Emirates

Summary

Highly talented and skilled Customer Service and Lifestyle Manager Professional with over 15 years of progressive experience serving in different Hotels & lifestyle Management companies as well as private families in the Middle East.
A highly motivated, dedicated, detail-oriented, and multifaceted individual having years of demonstrated and exceptional experience in managing UHNWI, lifestyle management, sales, account management, business development, relationship and redefined customer service.
Excellent interpersonal and networking skills; I am an enthusiastic person who works well within a team.I enjoy working in a fast paced as a team player that manages the workload efficiently through prioritizing.
Successfully handled projects given and displayed a strong passion towards project completion.
A resourceful professional having strong interpersonal skills developed through extensive years spent in the workforce.
Dedicated team player having outstanding communication skills.
My career has been built around sorting things out for VVIP and helping them enjoy and manage their lives whether for business or pleasure.

Experience

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Platinum Relationship Manager
American Express
Nov 2018 - Present | Dubai, United Arab Emirates

• Develops and manages a close relationship with a portfolio of High Value Platinum customers by fulfilling requests for all aspects (card, travel and lifestyle) of the Platinum service accurately and efficiently, aiming
to complete transactions at the point of contact where appropriate. Completes service requests and provides customer relevant advice and expertise on Platinum products or services, travel destinations and lifestyle requests. Effectively uses a variety of communication methods (telephone, e-mail, WhatsApp) to maintain relationship with customer based on customer preference and availability
• Contributes to revenue optimisation by proactively contacting customers within the portfolio to ensure engagement and seeking opportunities to enhance the relationship through targeted travel and lifestyle recommendations which anticipate the customer’s requirements.
Ensures that customer profiles are accurate and maintained in support of the proactive servicing philosophy.
• Appropriately leverages internal expertise for complex or bespoke enquiries with the card, lifestyle and travel teams whilst overseeing this activity to ensure completion to the satisfaction of the customer. Continues to own the customer enquiry and acts as the key interface for the customer to deliver a seamless service interaction throughout.
• Provide a friendly, efficient service that engages customer with the service & optimises revenue opportunities by proactively anticipating customer requirements & building brand loyalty
• Effectively prioritising workloads whilst maintaining a professional attitude to customers; approaching complex situations with flexibility & researching and resolving complex enquiries without recourse to higher authority.

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Lifestyle Manager
Quintessentially- Dubai
Sep 2016 - Jul 2018 | Dubai, United Arab Emirates

• Spearhead the portfolio of UHNWI (ultra high net worth individuals) and maximize sales and revenue by providing and offering engagement plans and proactive approach using various sales techniques.
• Took requests from the member and responded to them within two hours or less. Requests would include anything from travel, diary management, booking restaurants, nightclubs, sending flowers, arranging cruises – anything that is within reason and legal.
• Consistently developed and maintained strong relationships with all our VIP members by fulfilling all their requests to the highest level.
• Tasked with seeking opportunities to enhance relationships with members through targeted travel and lifestyle recommendations, anticipating their requirements.
• Surpassed the targets by proactively contacting VIP members within the portfolio to ensure engagement.
• Learn the background of assigned VIPs and all the Global and local benefits that the company can offer to them.
• Up selling: as lifestyle Manager, Hold the responsibility of up-selling to the members. This will include encouraging them to use our preferred suppliers and sister businesses with some corporate.
• Oversee their renewal membership for the following year.
• Attend familiarization trips that are on offer to learn more about our suppliers and sister businesses.
• Participate fully in weekly meetings regarding stats and renewals.
• Contacting new suppliers and potential providers worldwide.
• Dealing with difficult members and complaints to the best of my ability before escalating to my line manager when required.
• Contact potential clients and explain our membership benefits and rates.

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Lifestyle Operations Manager
Aspire Lifestyles by International SOS
Aug 2013 - Feb 2016 | Dubai, United Arab Emirates

• Directly lead, coordinated, and drove the bespoke fulfillment of requests and services to highest level of quality. Drove performance with a mind-set of creating the best possible experience to all Aspire clients.
• Enabled the delivery of white glove service to affluent and high net worth segments across the globe.
• Held responsibility for day to day management of people, cases, and systems to ensure KPI’s and service levels are met.
• Possess the ability to operate in fast paced environment and being resourceful to meet the ever changing needs and demands of customers.
• Collaborated and coordinated between management and peers worldwide as well as functional heads such as Sales, HR, IT and partnership.

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Chief Concierge
Hilton Doha
Oct 2011 - Jul 2013 | Doha, Qatar

• Steadily ensured that all guests’ needs and request were done accordingly with the Hotel Standards and the Guest Preference.
• Delivered personnel attention to VIP Guest in the Hotel.
• Held responsibility for handling guest complaints and ensured that recovery is acted upon with quick response towards the issue.
• Supervised and made roster of daily operation of multi Cultured Concierge, GRO & Bell Desk (Guest Services) Team
• Held responsibility for Valet Parking Drivers.
• Held responsibility for handling guest complaints.
• Conducted training and development course for newly hired and old staff to enhance professionalism.
• Held responsibility for month end reports for the Concierge team.
• Maintained SOP auditing and standards.
• Provided efficient customer service and exercised diplomacy, resourcefulness, and tact.
• Successfully increased guest satisfaction level by remaining easily accessible and attentive to guest.
• Coordinated restaurant reservation, flight booking and confirmation, golf booking, and arranging transportation.
• Coordinated with all the other departments to provide efficient and fast service to guest.
• Handled all the month end and financial report of Concierge and Transportation.
• Took care of Guest transportation and Handling all Hotel cars and Hotel Drivers.

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CONCIERGE MANAGER
HILTON KUWAIT RESORT
Dec 2008 - Sep 2011 | Fahaheel, Kuwait

• Ensured that all guests’ needs and request were done accordingly with the Hotel Standards and the Guest Preference.
• Delivered personnel attention to VIP Guest in the Hotel.
• Held responsibility for handling guest complaints and ensured that recovery is acted upon with quick response towards the issue.
• Supervised and made roster of daily operation of multi Cultured Concierge, GRO & Bell Desk (Guest Services) Team
• Held responsibility for Valet Parking Drivers.
• Held responsibility for handling guest complaints.
• Conducted training and development course for newly hired and old staff to enhance professionalism.
• Held responsibility for month end reports for the Concierge team.
• Maintained SOP auditing and standards
• Rendered efficient customer service and exercised diplomacy, resourcefulness and tact.
• Successfully increased guest satisfaction level by remaining easily accessible and attentive to guest.
• Coordinated restaurant reservation, flight booking and confirmation, golf booking, and arranging transportation.
• Coordinated with all the other departments to provide efficient and fast service to guest.
• Handled all the month end and financial report of Concierge and Transportation.
• Held responsibility for guest transportation and Handling all Hotel cars & Hotel Drivers.

Education

Swiss Business School UAE
Master, Masters, Masters, Masters, Masters in Business Administration, Still Pursuing‎
Financial Management, Marketing Management, Business Values and Ethics, Human Resource, Economics,
Grade A
2019
Higher Institute for Hotel Management
Bachelor, Bachelors, Bachelors, Bachelors, , ‎
DTS Management in Hospitality Industry
Percentage 60%
2003
AL MASIRA AL KHADRA - TIZNIT
High School, High School or Less, High School or Less, High School or Less, , ‎
Economics
Percentage 55%
1999

Languages

Expert English
Expert French
Expert Arabic