Flavia Marku
Lexington
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
General Manager
Fairfield Inn & Suites by Marriott
02.2024 - Current
- Business leader of the property with responsibility for all aspects of the operation, including managing general property performance, as well as food and beverage operations, managing and sustaining sales and marketing strategy, managing profitability, managing revenue generation, managing and conducting human resources activities, and delivering a return on investment to both Marriott International and ownership
- Leads the team in the development and implementation of property-wide strategies
- Builds relationships with key customers and is involved in the sales process
- Provides timely, real-time feedback to management and hourly associates on service and operational standards; including feedback on even the smallest of service and operational details
- Manages the flow of labor between departments
- Walks the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintenance standards
- Monitors Food and Beverage forecasting and par levels to reduce waste and maximize profit margins
- Works with the Regional Sales office (RSO) to implement sales strategy for the property
- Interacts with in-house guests to prospect for new sources of business
- Manages on-property controllable costs associated with rooms, housekeeping, events, and food and beverage operations
- Measures, analyzes, and communicates property performance using a variety of financial/non-financial data
- Reviews and signs off on invoices
- Reviews property performance on period basis
- Reviews and works with appropriate revenue management reports
- Leads associates through property changes, and help them transition into new property roles
- Conducts day to day Human Resource transactions on ADP platform
- Conducts performance review process for associates
- Actively recruits and hires qualified associates
- Prepares and presents reports regarding financial data
- Manages e-mail
- Participates in conference calls (e.g., sales, promotion, Q&A, property performance, etc.)
Sales Manager
Fairfield Inn & Suites by Marriott
01.2024 - 02.2024
- Sell to achieve the pre-determined Sales goal for both rooms and meetings on a monthly, quarterly, and yearly basis
- Complete activities including, but not limited to, telemarketing, prospecting, and qualifying potential leads, soliciting viable leads, and preparing and presenting written proposals/contracts and oral presentations when needed
- Assist in compiling sales forecasts, developing guest room rates, collecting, and reporting sales data, and managing the departmental budget with the General Manager
- Direct maintenance of sales files, accounts, and additional administrative duties
- Utilizing Sales resources and hotel systems as Fosse and other Marriott systems
- Determine, develop, and execute action plans with existing and new target accounts
- Develop and maintain ongoing relationships with customers, community organizations, and professional associations
- Create and implement sales strategies while maintaining customer satisfaction
- Analyze competition, market trends and customer needs to continually assess the productivity against established goals
- Strategically evaluate and determine the revenue potential of clients compared to the established goals of the hotel to ensure profitability
- Develop a sales strategy by analyzing historical, current, and future hotel/market trends
- Maximize revenue by selling all facets of the hotel
- Manage account details so all pertinent aspects of solicitation and closing are complete and documented
- As the primary contact for customers, notify/coordinate customer specifications with other departments and quickly, efficiently respond to customer issues, comments, and problems to ensure a quality experience and enhance future sales prospects
- Plan and execute sales trips, sales calls, and site visits
- Travel locally to conduct outside calls and promote the hotel
- Also, travel to attend trade shows, conferences, and industry meetings when necessary
- Managing hotel accounts in reservation platforms such as Hotel Planner, Cvent, Onesource etc.
General Manager
Sky Hotel's shpk
04.2018 - 10.2023
- Ensuring that all aspects of the hotel operation are meeting customer satisfaction standards, including cleanliness, maintenance, security, staff professionalism, and customer service
- Managing all aspects of the hotel's operations, including hiring staff members, scheduling shifts, and ensuring that standards are met
- Training new employees on company policies and procedures, including safety measures and legal requirements
- Monitoring the performance of staff members to ensure they are meeting company standards and updating job descriptions as needed
- Evaluating performance and productivity
- Ensuring that all legal requirements are met regarding discrimination laws and other regulations regarding race, gender, disability, marital status, or age
- Hiring, training, and scheduling all non-managerial staff members
- Resolving conflicts through positive and professional mediation
- Conducting performance and wage review
- Reviewing employee performance regularly to ensure effective job performance
- Review reservation booked daily
- Review arrival report daily
- Responsible for preparation of occupancy forecast
- Monitoring Telephone Manner and general performance of reservations staff daily
- Ensure special handling of repeats guest and very VIP guest
- Observes and ensures that proper telephone manners are maintained at all times
- Monitors and coordinates group reservations activity
- Follows up tentative bookings and update reservation status
- Reviews no-show and cancelled reservations and processes charges according to hotel's policy
- Review room blocking for long stay and special group request
- Supervising of Group Reservations
- Maintain cordial relations with commercial clients
- Answering and sending email to Guests
- Managing Online Reservation Platforms of the hotel such as Booking.com, Expedia.
Administrative Assistant
Sky Hotel's shpk
08.2017 - 09.2018
- Handling office tasks, such as filing, generating reports and presentations, setting up for meetings, and reordering supplies
- Providing real-time scheduling support by booking appointments and preventing conflicts
- Making travel arrangements, such as booking fights, cars, and making hotel and restaurant reservations
- Screening phone calls and routing callers to the appropriate party
- Using computers to generate reports, transcribe minutes from meetings, create presentations, and conduct research
- Greet and assist visitors
- Maintain polite and professional communication via phone, e-mail, and mail.
Hospitality Establishment Receptionist
Sky 2 Hotel
11.2016 - 08.2017
- Welcome and greet guests
- Answer and direct incoming calls inform guests of hotel rates and services
- Make and confirm reservations for guests
- Ensure proper room allocation
- Register and check guests in
- Confirm relevant guest information
- Verify guest's payment method
- Verify and imprint credit cards for authorization
- Issue room Keys and direct guests to their rooms
- Maintain clear and accurate records of guest room bookings
- Compute all guest billings, accurately post charges to guest rooms and house accounts
- Receive and transmit messages for guests retrieve mail, packages and documents such as faxes for guests
- Listen and respond to guest queries and requests both in-person and by phone
- Provide accurate information about local attractions and services
- Liaise with necessary staff including housekeeping and maintenance to address any problems or complaints made by guests
- Complete and maintain any incident reports, daily activity reports or other reports requested by management
- Manage conference room bookings and scheduling
- Close guest accounts and check guests out
- Review accounts and charges with guests during the check-out process
- Process accurate payment of guest accounts
- Inform housekeeping when rooms have been vacated and are ready for cleaning
- Monitor visitors to the hotel enforce rules and policies of the hotel
- Maintain a neat and orderly front desk and reception area.
Costumer Service Financial Sector
Phonethics shpk
02.2015 - 04.2016
- Explain the market Forex trading
- Identify and assess customers' needs to achieve satisfaction giving information regarding the market
- When interested, delivering the phone call to agents.
Costumer Service
FastCall shpk / AlbOn shpk
08.2013 - 07.2015
- Manage large amounts of incoming phone calls
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and documents
- Follow communication procedures, guidelines and policies
- Contacting current and potential customers, build customer's interest in the services and products offered by the company and provide new customers with information about our services.
Education
Master of Science - Civil Law
Faculty of Law
Tirana, AL07.2018
Skills
- Expense Control
- Customer Relationship Management
- Operations Oversight
- Workflow Planning
- Business Administration
- Staff training/development
- Staff Management
- Staff Development
- Performance Analysis
- Leadership and team building
- Financial Administration
- Time Management
Certification
- Connect U – Operational Excellence for Fairfield Course on Topic: Build leadership skills, understand operational standards and share best practices - 14 May 2024
- Sales & Service Foundation - Ready, Set, Sell Course on Topic : Techniques to grow customer relationships, increase closure, and ultimately drive topline revenue - 21 June 2024
- Project Management Institute, Inc and LinkedIn Learning Course on Topic: Google Sheet: Advanced Formulas and Function - 21 November 2023
- HRCI.ORG and SHRM – CP/SHRM – SCP and Linkedin Learning Course on Topic: Administrative Human Resources and Human Resources: Payroll - 17 November 2023
- European Bank for Reconstruction and Development Certificate of Achievement on Management and leadership challenges - 16 November 2023
- Oxford Home Study Certificate on Hotel Management October 2023 The Professional Center The Way for Training & Development Course on Topic: Human Resources Management - May 2020
- European Bank for Reconstruction and Development Course on Topic: Women in Business workshops: Going Digital - February 2020
- Swiss Contact in collaboration with Albanian Incoming Travel Association Training Course on Topic: Quality Standards Development for Hotel Management and Reception - June 2017
- European Institute of Management, Law and Diplomacy Certificate of Participation to the seminar Body Language and Art of Negotiation - May 2016
- Legal Intern, Tirana/Albania September 2016 — March 2017
Languages
English
Full Professional
Italian
Full Professional
Spanish
Full Professional
French
Limited Working
Albanian
Native or Bilingual
Timeline
General Manager
Fairfield Inn & Suites by Marriott
02.2024 - Current
Sales Manager
Fairfield Inn & Suites by Marriott
01.2024 - 02.2024
General Manager
Sky Hotel's shpk
04.2018 - 10.2023
Administrative Assistant
Sky Hotel's shpk
08.2017 - 09.2018
Hospitality Establishment Receptionist
Sky 2 Hotel
11.2016 - 08.2017
Costumer Service Financial Sector
Phonethics shpk
02.2015 - 04.2016
Costumer Service
FastCall shpk / AlbOn shpk
08.2013 - 07.2015
Master of Science - Civil Law
Faculty of Law
- Connect U – Operational Excellence for Fairfield Course on Topic: Build leadership skills, understand operational standards and share best practices - 14 May 2024
- Sales & Service Foundation - Ready, Set, Sell Course on Topic : Techniques to grow customer relationships, increase closure, and ultimately drive topline revenue - 21 June 2024
- Project Management Institute, Inc and LinkedIn Learning Course on Topic: Google Sheet: Advanced Formulas and Function - 21 November 2023
- HRCI.ORG and SHRM – CP/SHRM – SCP and Linkedin Learning Course on Topic: Administrative Human Resources and Human Resources: Payroll - 17 November 2023
- European Bank for Reconstruction and Development Certificate of Achievement on Management and leadership challenges - 16 November 2023
- Oxford Home Study Certificate on Hotel Management October 2023 The Professional Center The Way for Training & Development Course on Topic: Human Resources Management - May 2020
- European Bank for Reconstruction and Development Course on Topic: Women in Business workshops: Going Digital - February 2020
- Swiss Contact in collaboration with Albanian Incoming Travel Association Training Course on Topic: Quality Standards Development for Hotel Management and Reception - June 2017
- European Institute of Management, Law and Diplomacy Certificate of Participation to the seminar Body Language and Art of Negotiation - May 2016
- Legal Intern, Tirana/Albania September 2016 — March 2017
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