Edgard Smajli

• Maintained clean, hygienic kitchen workspace by sweeping, mopping, and taking out trash.
• Washed, peeled, and cut fruits and vegetables in advance to save time on food preparation.
• Preserved freshness of food by storing food in designated containers and storage areas within freezer or refrigerator.
• Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
• Received shipments and placed items on proper shelves to restock and organize restaurant pantry.
• Trained and assisted new kitchen staff members.

• Maintained clean, hygienic kitchen workspace by sweeping, mopping, and taking out trash.
• Washed, peeled, and cut fruits and vegetables in advance to save time on food preparation.
• Preserved freshness of food by storing food in designated containers and storage areas within freezer or refrigerator.
• Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.

• Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
• Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
• Secured premises and personnel by patrolling property and monitoring surveillance equipment.
• Responded quickly to incidents and assessed active situations for security concerns.
• Responded quickly to emergency situations to assess and deflect issues.
• Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
• Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
• Oversaw daily monitoring and patrolled buildings, grounds, and work sites.

• Provided product samples, coupons and informational brochures to persuade people to buy products.
• Learned about competitors' products and consumers' interests to answer questions and provide more complete information.
• Collaborated with media representatives to optimize coverage of special events.
• Identified potential marketing opportunities to increase brand awareness.
• Built professional network to establish and maintain relationships with community contacts, providers and others who may refer potential leads.
• Identified interested and qualified customers to provide potential customers with additional information regarding product.
• Addressed prospects' concerns and utilized persuasive techniques to turn guests into paying, satisfied customers.
• Motivated team members to meet and exceed sales targets.
• Developed lists of prospective clients from sources such as newspaper items, company records and local merchants.
• Worked with team to achieve sales goals for products.
• Greeted customers warmly and pleasantly answered inquiries.
• Increased sales by effectively communicating product benefits.
• Established and maintained positive relationships with customers.
• Maintained accurate records of promotional events and customer interactions.
• Educated customers on product features and answered questions regarding product use.
• Engaged customers to communicate key product features.

• Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
• Conducted regular patrols of key areas to spot and control security concerns.
• Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
• Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
• The companies i used to work for where : Bartolini, Ataf,BusItalia,Musei Fiorentini.

• Guided groups of up to 80 people on scheduled tours.
• Mainly tours: 5 Terre , Chianti ,Siena ,Pisa, Sangiminiano,Perugia ,Assisi,Venezia ,Rome .ect
• Provided information on various sites throughout area, relaying little-known stories to provide interest.
• Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.
• Shared historical and cultural context to keep tour informative and provide more profound understanding of area.
• Planned and organized tours by determining routes, selecting sights and landmarks to visit, and coordinating transportation and accommodations.
• Collected and deposited payments from guests.
• Maintained vehicles and audio equipment to keep resources working and available for tour use.
• Trained to handle medical issues and accidents to take appropriate action and promote safety and well-being of tour groups.
• Utilized effective communication and problem-solving skills to quickly resolve customer issues.
• Developed engaging and informative scripts, guiding tour members through attractions.
• Established positive relationships with tour members through fun and engaging conversation.
• Collaborated with other tour guides to provide comprehensive and enjoyable experience.
• Demonstrated superior professionalism while interacting with customers and vendors.
• Checked tour vehicles for cleanliness, safety and functionality.
• Planned and executed efficient tour routes by using maps and other navigational tools.
• Delivered timely and accurate updates to tour coordinator regarding tour progress.
• Furnished customers with unique experiences by developing and creating new tour routes.
• Worked closely with management staff to create new and lucrative tours.
• Maintained accurate records of tour members and managed customer paperwork for organizational maintenance.
• Communicated professionally with customers, answering questions and addressing concerns to boost satisfaction.
• Managed tour groups by keeping on schedule and quickly handling issues to promote positive experiences.
• Built personal relationships with guests to promote positive experiences.

• Provided announcements to passengers to explain baggage procedures.
• Assisted passengers with claims for lost and damaged luggage.
• Stacked unclaimed items onto baggage carts and into storage racks and shelves in secured areas.
• Collaborated with internal team to facilitate safe and on-time departure.

Excellent knowledge of computerized ticketing management systems DCS (Departure Control System) Management Control System (Amadeus Altea)

• Good knowledge of airline regulations for Lufthansa Group (Lufthansa airline, Swiss airline, Air Dolomiti, Austrian airline, Brussels airline), TAP (Transport air Portugal).
• Management Control System (FLY) for British Airways
• Ability to interact with the public and handle complex situations
• Checking the validity of travel documents and excess baggage
• Handling any irregularities such as flight delays or cancellations, providing information, and managing passenger boarding/rebooking on alternate flights in case of cancellation
• Boarding procedures
• Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
• Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.

• Answered multi-line phone system and enthusiastically greeted callers.
• Maintained clean and organized front desk areas to uphold polished company image.
• Confirmed important personal and payment information for compliance with security and payment card industry standards.
• Front desk, receptionist, check-in/out, credited payments, debits, bank transfers, booking tours, museums, reservations on various management systems, breakfast supervisor, internal/external management, supplier management.
• Collected room deposits, fees, and payments.
• Used internal software to process reservations, check-ins and check-outs.
• Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.

• Reconciled end-of-day reports to determine accurate billing and payment processing.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
• Coached employees through day-to-day work and complex problems.
• Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
• Internal management of the hotel including reservations, suppliers, customer service, payments, credits/debits, check-in/out. Staff manager, breakfast manager.
• Created, prepared, and delivered reports to various departments.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Established team priorities, maintained schedules and monitored performance.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Performed nightly updates to room charges and rates.
• Kept accounts in balance and ran daily reports to verify totals.
• Entered and updated sensitive customer information during check-ins and room changes.
• Ran daily, weekly and monthly reports to close day and meet objectives.
• Monitored facility security for guest and personnel safety.
• Front desk, reception, check-in/out, payments, reservation management, breakfast manager, internal management.
• Updated customer accounts with add-on room charges, minibar use, and room service bills.
• Reviewed checklist on daily basis and planned shift accordingly.
• Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.

• Trained new staff on correct procedures, compliance requirements, and performance strategies.
• Scheduled and assigned daily work and activities for team members.
• Collaborated with team members to handle guest requirements from check-in through check-out.
• Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
• Created lasting relationships with guests that built loyalty and drove hotel revenue.
• Stored guest valuables in safe and individual boxes for security.
• Created monthly meetings for cashiers and membership desk associates.
• Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
• Resolved guest complaints by addressing issues with rooms promptly.
• Prepared weekly employee work schedules to meet operational needs.