Silva Guri
Tirana
Summary
Proven leader at R.E.I Holding, adept in customer service and Microsoft Office, enhanced client satisfaction and streamlined operations. Excelled in team collaboration and problem-solving, significantly improving department performance. Demonstrated adaptability and professionalism, achieving positive outcomes in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Reception Manager
R.E.I Holding
04.2022 - 12.2023
- Improved customer satisfaction by implementing efficient front desk procedures and streamlining check-in/check-out processes.
- Managed guest complaints effectively, resolving issues promptly and professionally to ensure positive experiences for all clients.
- Provided support to colleagues during challenging situations by offering assistance, guidance, and encouragement as needed.
- Collaborated with other department managers to create seamless guest experiences across all hotel services.
- Assisted in the hiring, training, and mentoring of new staff members, fostering a collaborative work environment focused on excellent customer service.
- Enhanced team communication by conducting regular staff meetings and providing constructive feedback to colleagues.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Created organized filing system to manage department documents.
- Built and managed processes for tracking and monitoring department performance.
Receptionist
R.E.I Holding
03.2021 - 04.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Corresponded with clients through email, telephone, or postal mail.
- Enhanced visitor experience by providing detailed information and assistance as needed.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of information regarding clients and company.
Cashier
Restaurant-Bar
06.2018 - 10.2018
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Education
Political Science, Albania -
Alexander Moses
Durres10.2020
Skills
- Customer service focus
- Budgeting and Financials
- Problem-solving abilities
- Multitasking Abilities
- Excellent Communication
- Team Collaboration
- Adaptability and Flexibility
- Microsoft Office
- Interpersonal Skills
- Professionalism
- Interpersonal Communication
Languages
Albanian
Native language
English
Upper intermediate
B2
Italian
Elementary
A2
Timeline
Reception Manager
R.E.I Holding
04.2022 - 12.2023
Receptionist
R.E.I Holding
03.2021 - 04.2022
Cashier
Restaurant-Bar
06.2018 - 10.2018
Political Science, Albania -
Alexander Moses