Edina Mesevic
Revere,MA
Summary
Professional with strong background in hospitality and front desk operations. Expert in guest services, reservation management, and handling inquiries with efficiency and courtesy. Known for fostering teamwork and adapting to diverse and changing needs, ensuring smooth operations and guest satisfaction. Highly reliable, with excellent communication and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Front Office Receptionist
Aimbridge Hospitality
05.2023 - Current
- Efficiently managed checking-in and checking-out guests.
- Managed difficult guest situations with empathy and professionalism.
- Developed strong relationships with guests, resulting in repeat business and positive online reviews.
- Provided excellent customer care by responding to requests via phone and in person interactions.
- Handled cash transactions and maintained sales and payments records accurately.
Front Office Supervisor
Copley Square Hotel
04.2022 - 04.2023
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Organized staff scheduling effectively to maintain appropriate coverage.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
Front Office Manager
Four Points Sheraton Hotel
07.2021 - 03.2022
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Coached employees through day-to-day work and complex problems.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
Passenger Service Supervisor
Air France-KLM
12.2020 - 07.2021
- Monitored security and maintained operational protocols.
- Oversaw ticketing, gate and ramp services.
- Coordinated timely departures by effectively communicating with gate agents, flight crews, and ground personnel.
- Hired, trained, and motivated employees to provide exceptional passenger care and support.
- Developed shift schedules for all employees.
Passenger Service Agent
Air France-KLM
02.2018 - 04.2021
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
Passenger Service Agent
Norwegian Air
02.2018 - 04.2019
- Enhanced customer satisfaction by providing efficient check-in and boarding services.
- Tagged baggage and routed to appropriate location for loading and screening.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
Passenger Service Agent
Scandinavian Airlines
02.2018 - 04.2019
- Cultivated a friendly atmosphere at the gates, greeting passengers warmly upon arrival and departure.
- Upheld strict compliance to security protocols while checking travel documents at departure gates to ensure passenger safety.
- Announced flight status updates and information about gate changes over PA system.
Passenger Service Agent
Swiss Air
06.2014 - 06.2016
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Provided exceptional service at ticket counters, booking flights and processing payments securely.
- Resolved customer complaints and concerns professionally, maintaining positive relationships between airline and passengers.
- Promoted seat upgrades, priority boarding, and additional luggage allowances.
Education
High School Diploma -
Revere High School
Revere, MA06-2014
Skills
- Teamwork and collaboration
- Problem-solving
- Multitasking
- Critical thinking
- Leadership
- Excellent communication
Languages
Bosnian
Native or Bilingual
Timeline
Front Office Receptionist
Aimbridge Hospitality
05.2023 - Current
Front Office Supervisor
Copley Square Hotel
04.2022 - 04.2023
Front Office Manager
Four Points Sheraton Hotel
07.2021 - 03.2022
Passenger Service Supervisor
Air France-KLM
12.2020 - 07.2021
Passenger Service Agent
Air France-KLM
02.2018 - 04.2021
Passenger Service Agent
Norwegian Air
02.2018 - 04.2019
Passenger Service Agent
Scandinavian Airlines
02.2018 - 04.2019
Passenger Service Agent
Swiss Air
06.2014 - 06.2016
High School Diploma -
Revere High School
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