You can only view this photo if you sign up to XING.
Dalya Gomaa
Hotel Managment Diploma - Swiss Hotel As
Head of Sales - Customer Service(The company name is only visible to registered members)
- 75745 Dubai
- United Arab Emirates
Personal information
- Haves
- Living in Dubai since 1982 and have over 15 years of work experience in UAE, in the field of Sales. I have also succeeded in building very strong and good relationship with corporate companies and clients, in Dubai and in the Abu Dhabi market. Excellent communicaiton and people skills. Based on our breadth of knowledge of the industry, Ethos Consultancy has developed a unique combination of products and services to help your organisation understand exactly how your business is performing through the eyes of both customers and staff. Our Mystery Shopping techniques includes physical visits to the location, telephone calls to the location, telephone calls to named individuals, emails to named individuals or emails to organisations. Our Customer Satisfaction Survey technique includes personal ‘face to face’ interviews, telephone interviews, online surveys and exit polls. Our Employee Satisfaction Survey technique includes, ‘face to face’ personal interviews, telephone Interviews and online surveys whereby we use a tailored survey writer online application tool which is customised to the individual requirement. our unique Online Reporting Solution is an innovative solution that puts you in control of your business by providing you with real time information your will receive to improve your effectiveness ie, if we Mystery Shop your organisation today you will receive an online report within 24 hours
- Groups
-
Professional experience (18 years, 9 months)
-
-
Oct 2007
- present
(4 years, 8 months)
-
(Only visible for registered members)
-
Oct 2007
- present
-
-
Jan 2002
- Jun 2007
(5 years, 6 months)
-
Burj Al Arab, http://www.jumeirah.com
Industry: Hospitality
-
Jan 2002
- Jun 2007
-
-
Jun 1997
- Jan 2002
(4 years, 8 months)
-
The Jumeirah Beach Hotel, http://www.Jumeirah.com
Industry: Hospitality
-
Jun 1997
- Jan 2002
-
-
Jun 1993
- May 1997
(4 years)
-
Industry: Hospitality
-
Jun 1993
- May 1997
- Employment status
- Employee
Educational background
- Jun 1989 - Jun 1993
-
Hotel Management School, Les Roches, Crans Montana, Switzerland
Hospitality, Hotel Management Diploma - Swiss Hotel Association
International School Of Choueifat, Sharjah, United Arab Emirates
- Languages
- English, Arabic
About me
After my experience in Switzerland, I moved to Abu Dhabi in 1993 were I worked with Forte Grand Abu Dhabi Hotel for 4 years as Corporate Sales Manager.
I then moved to Dubai in 1997 and was part of the opening team of The Jumeirah Beach Hotel.
After completing 5 years with The Jumeirah Beach Hotel as Senior Sales Manager, I then moved to Burj Al Arab and worked for 5 years as Business Development Manager. My main market is the local corporate market but I was also looking after the International Corporate Market.
During my work experience in Dubai since 1997 with The Jumeirah Group, I have developed strong clientele base contacts with multi- international corporate companies in Dubai and in the Abu Dhabi market.
PRESENT WORK: HEAD OF SALES - CUSTOMER SERVICE - ETHOS CONSULTANCY COMPANY:
However, after 10 fantastic years with The Jumeirah Group and Burj Al Arab, I have accepted an exciting new challenge.
I am currently working for Ethos Consultancy, a Dubai- based customer service consultancy company.
Please find below more information about Ethos Consultancy and The International Customer Service Institute –The Global Standard for Customer Service.
Ethos Consultancy is an organisation based in Dubai specialising in the delivery of excellence in customer service and improving the total customer service experience. Ethos Consultancy is a provider of products and services to several business sectors, principally our experience centres on the Retail, Financial Services and Government sectors. With a pedigree and history dating back to 1995, since then we have achieved many milestones particularly in assisting our clients achieve tangible improvements to their business.
Ethos Consultancy has been operating throughout the Middle East for the past 5 years mainly in the area of customer service evaluation and process improvement using unique software solutions to deliver to our clients. To maintain and improve the service and overall experience delivered to customers has become the key focus for all organisations. Having a full and true understanding of how the customer feels after contact with organisations gives the opportunity to ensure that organisations are operating effectively in terms of people, processes and systems.
Based on our experience, Ethos Consultancy has developed a unique combination of products and services to help you understand exactly how your business is performing through the eyes of both customers and staff.
Ethos Consultancy helps clients achieve optimal service levels through:
Mystery shopping
Process improvement consulting and software
Benchmarking in to customer service and quality
Online feedback management solutions
Customer satisfaction research, employee satisfaction surveys and employee knowledge assessments
Employee training on customer service
In addition, Ethos Consultancy is at the forefront of identifying the best methodology for conducting surveys. As a direct result of this pursuit, we have developed a leading edge tool called the Pinpoint research methodology. The purpose of the Pinpoint’s is to revolutionalise the methodology used in conducting surveys, which often lack precise information.
The benefits of this Pinpoint methodology (for measuring customer satisfaction) are the following:
· Easy to implement
.Reduces time taken to complete survey and it’s only 5 questions long
· Allows for increasing sample sizes to provide more robust data
· Reflects the factors and categories the customer thinks is important
· Allows the customer to tell you exactly how the organisation is performing
At Ethos Consultancy we ensure you deliver your promise to your customers each time they come in contact with your brand.
Customer service today is not an option, but is a single key factor differentiating you from your competitors - a fundamental success factor.
Our Mystery shopping technique: includes physical visits to the location, telephone calls to the location, and telephone calls to named individuals, or emails to organisations. We have over 3,000 Mystery Shoppers in the UAE that are currently registered on our database from different nationalities and age groups.
We conduct over 1,500 Mystery Shopping visits per month and use a unique online reporting solution tool which allows the client to receive the reports within 24/72 hours of the Mystery Shopping visit.
Our Mystery Shoppers are well trained and briefed on the job, on the scenario that the shopper is to play prior to conducting an assessment.
Our Customer Satisfaction Survey technique: includes personal ‘face to face’ interviews, telephone interviews, online surveys and exit polls.
Our Employee Satisfaction Survey technique: includes, ‘face to face’ personal interviews, telephone Interviews and online surveys whereby we use a tailored survey writer online application tool which is customised to the individual requirement.
Our Employee Knowledge Assessment technique: includes personal interviews, telephone interviews, online surveys, paper questionnaire whereby we measure product knowledge and Customer Service Knowledge.
Our Customer service training programme: offers a wide range of training related to customer service and call centers to further enhance Customer Service Standards and performance. Our approach is tactical, as well as classroom training, we offer a wide range of role play courses and “one to one” on the job training deliverables. Customer service training can be delivered in English and or in Arabic and our training programme can also be covered specifically for call centres.
Our unique Online Reporting Solution tool: is an innovative solution that puts you in control of your business by providing you with real time information to improve your effectiveness: Improve customer service, Increase sales and greater efficiency
Ethos Consultancy is a consulting service company based in Dubai and the Territory Franchise Partner for The International Customer Service Institute. Our core business is helping UAE organisations improve the level of service they provide to their customers in the private and public sector.
Ethos Consultancy helps clients achieve optimal service levels through:
• Mystery shopping
• Process improvement consulting and software
• Benchmarking in to customer service and quality
• Online feedback management solutions
• Customer satisfaction research, employee satisfaction surveys and employee knowledge
assessments
• Employee training on customer service issues
Ethos Consultancy is a organisation based in Dubai specialising in delivering excellence in Customer Service and improving the total customer service experience. Ethos Consultancy is a provider of products and services to many business sectors principally our experience centres on the Retail, Financial Services and Government sectors. With a pedigree and history dating back to 1995, since then we have achieved many milestones particularly in assisting our clients achieve tangible improvements to their business.
Ethos Consultancy has been operating throughout the Middle East for the past 5 years mainly in the area of Customer Service evaluation and process improvement using unique software solutions to deliver to our clients. To maintain and improve the service and overall experience delivered to customers has become the key focus for all organisations within Retail and Financial Services. Having a full and true understanding of how the customer feels after contact with organisations gives the opportunity to ensure that organisations are operating effectively in terms of people, processes and systems.
Based on our breadth of knowledge of the industry, Ethos Consultancy has developed a unique combination of products and services to help your organisation understand exactly how your business is performing through the eyes of both customers and staff.
Our Mystery Shopping techniques includes physical visits to the location, telephone calls to the location, telephone calls to named individuals, emails to named individuals or emails to organisations.
Our Customer Satisfaction Survey technique includes personal ‘face to face’ interviews, telephone interviews, online surveys and exit polls.
Our Employee Satisfaction Survey technique includes, ‘face to face’ personal interviews, telephone Interviews and online surveys whereby we use a tailored survey writer online application tool which is customised to the individual requirement.
Our Employee Knowledge Assessment technique includes personal interviews, telephone interviews, online surveys, paper questionnaire whereby we measuring product knowledge and Customer Service Knowledge.
Ethos Consultancy services include online feedback management solutions, customer satisfaction research, employee satisfaction survey, mystery shopping research, process improvement consultancy, plus a range of benchmarking services relating to customer and service quality.
In addition, our unique Online Reporting Solution is an innovative solution that puts you in control of your business by providing you with real time information to improve your effectiveness: Improved customer service, Increas sales and greater efficiency.
Ethos Consultancy delivers services to almost every business sector from the private sector to the government sector, retail, restaurants, banks and telecommunication.
The company also provides a range of services to clients wanting to implement The International Customer Service Standard (TICSS) the first in the world standard for customer service. These include mystery shopping, benchmarking and training of employees, business process engineering and consultancy.
The International Customer Service Standard has been developed by The International Customer Service Institute (TICSI). Implementation of the standard allows organisations to focus their attention on delivering excellence in customer service, whilst at the same time providing recognition of success through a 3rd party registration scheme, British Standards Institution (BSI) Management Systems, which is the world’s leading certification firm.
The objective of the Institute is to provide a generic standard that assists any organisation to manage and continuously improve it’s service quality, to offer independent assessment by an internationally established certification agency - British Standards Institution (BSI), to improve the capability of the private and public sectors to respond to their customers’ needs and to provide a unique “online customer service benchmarking” opportunity “globally”.
The Institute will assist organisations to implement the Standard based upon guidance from an accredited partner of The International Customer Service Institute. After the implementation period has been successfully completed BSI will assess independently the organisations; and thereafter assessments will take place annually by BSI.
Upon completing the assessment, BSI will then produce an online report detailing the performance of the organisation; levels of certification are as follows:
• International Standard - 55% – 75%
• International Benchmark - 75% – 90%
• International Excellence - 90% +
The online reporting allows organisations to know were they stand in the overall assessment score; the report includes a graphical representation of their score for each of the 5 P’s quality model which is an integral part of the international customer service standard.
In addition the report illustrates each question with the answer and comments given by the assessor to assist the client in understanding how the score was obtained. The assessment is based on the 55 measurement criteria derived from the 5 P’s quality model.
The 5 P’s quality model consists of the following:
• Policy
• Premises
• Products
• Processes
• People
The online benchmarking allows organisations to benchmark themselves with others who have implemented The International Customer Service Standard. The benchmarking tool permits organisations to benchmark themselves but against more than one company and allows the sharing of scores and best practices with those partners.
We are currently, helping a number of organisations to implement The International Customer Service Standard and helping them with the implementation process.
Please feel free to visit The International Customer Service Institute website:
http://www.ticsi.org where you can register yourself as a member to interact with other customer service professionals and http://www.ethos.ae to find out more information on our products and services.
BURJ AL ARAB EXPERIENCE - JUMEIRAH GROUP 10 YEARS EXPERIENCE:
In addition to my experience with Burj Al Arab I have also established a strong Key Account profile with the local corporate accounts and managed to develop worldwide contacts with International Corporate head offices in U.K, U.S.A and Switzerland. I have provided a high quality service and have succeeded in building very strong relationships with clients and customers. I have also developed strong company profiles of the corporate market. In addition, I enjoy dealing with people - face to face and from different cultures.
I also enjoy maintaining client relationships and updating continuous research on potential corporate accounts.
Furthermore, I have developed strong communication and managerial skills through various PR related activities and networking events.
My knowledge and extensive background from numerous years within the corporate market in Dubai and Abu Dhabi reflect my determination and self - motivation to overcome hurdles with a 100% commitment to duty.
Furthermore, I am a member of various related networking forums in Dubai such as IBWG (International Business Women’s Group), Cnet (Contact networking Dubai) and also Open BC (Open Business Contact) and Expatwomen.com.
My main strengths are that I am dedicated, loyal, a great team player and committed. In addition, I process excellent communication skills in Arabic / English and basic in French. I also have the ability and flexibility to interact effectively at all levels with senior managers and leaders.
My people skills, enthusiasm and wide market knowledge and excellent contacts in the local market is one of my key strengths.
I am married and I have three beautiful children - Yasmine is 8 years old, Salma is 6 years old and Baby Karim is only 5 years old.
My main hobbies is reading, swimming and going to the gym.
I also enjoy spending time with my 3 children - which is one of my greatest joy !
I am also proud to be part of the selected 200 extra’s to ‘act’ in the four day Hollywood movie by Warner Bros that was being filmed for the first time in Dubai in October 2004 at the Royal Mirage Hotel in Dubai with the famous George Clooney, Matt Damion and Amanda Peat, in the upcoming movie Syrianna that is coming out end of 2005.
My daughter - Yasmine at time time was only 5 years old and she was also one of the selected extra's to act in Syrianna movie that was filmed in Dubai. She also participated in various promotions and photo shoots in Dubai.
I also worked for the Royal Wedding of 4000 Top VVIP’s and Sheikh’s that was held on 5th May 2005 in Dubai.
advertisement
Search the XING network
Find new business contacts on XING and get back in touch with old contacts!
Contacts
Britta Freitag, Nelly Liebrecht, Joseph Jwan, Catherine Gichuki(More contacts may only be viewed by registered member)