Summary
Overview
Work History
Education
Skills
Personal Information
Management And Leadership Skills
Languages
References
Timeline
Generic
Flutra Neli Dhespoti

Flutra Neli Dhespoti

Bronx

Summary

I'm a highly organized professional with a strong background in managing and coordinating events. I'm skilled in identifying opportunities to streamline processes and solve complex problems, driving improvements in both efficiency and productivity. In my previous roles, I’ve helped increase client satisfaction, and boost overall performance. I pride myself on my ability to stay focused and meet deadlines, while ensuring everything runs smoothly. Over the years, I’ve honed my ability to be a well-organized, detail-oriented person, communicate clearly, and collaborate effectively with teams to achieve company goals. I believe in the power of teamwork, and enjoy collaborating with others to achieve common goals. As a friendly and approachable person, I’m always open to new perspectives and different ways of thinking, which helps me grow both professionally and personally.

I’m passionate about continuous learning and thrive in environments where I can contribute high-quality work and exceptional service, while also maintaining a positive, supportive attitude toward others.

Overview

14
14
years of professional experience

Work History

BOOKING MANAGER

VISITORGROUPS.EU - DANIEL WIEGAND & DOMINIK WIEGAND GBR
Berlin
06.2023 - 02.2025
  • Scheduling tours and travels for MEPs (Members of the European Parliament) and their representatives.
  • Creating partnerships with hotels located mostly in Brussels (Belgium), Strasbourg (France), and rarely in Wien (Austria), Berlin, and Dresden (Germany) to accommodate MEPs and their group of followers.
  • Attending online meetings to seek and create new partnerships with new hotels.
  • Negotiating rates and terms of cancellation policies, rates, and payment policies with potential partners and new ones.
  • Responsible for collecting and making payments to the hotels on behalf of the client - MEP.
  • Business traveling in Brussels and Strasbourg on behalf of the company to create long-term relationships with potential partners and new ones.

GUEST SERVICE MANAGER

HILTON GARDEN INN
Tirana
06.2022 - 12.2022
  • Oversee the entire Guest Service/Front Office operation to maintain high standards.
  • Evaluate levels of guest satisfaction, and monitor trends, with a focus on continuous improvement.
  • Ensure regular and VIP guests are recognized, and that the Guest Service department operates with a sales attitude and promotes the hotel brand's loyalty scheme.
  • Maximize room occupancy at the best rates, and use up-selling techniques to promote hotel services and facilities.
  • Set departmental objectives, work schedules, budgets, policies, and procedures.
  • Monitor the appearance, standards, and performance of the Front Office Team Members, with an emphasis on training and teamwork.
  • Ensure team members have current knowledge of hotel products, services, pricing, and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices.
  • Maintain good communication and working relationships with all hotel departments.
  • Monitor staffing levels to meet cover business demands.
  • Manage staff performance issues in compliance with company policies and procedures.
  • Conduct monthly communication meetings, and produce minutes.
  • Recruit, manage, train, and develop the Guest Service team.
  • Comply with hotel security, fire regulations, and all health and safety legislation.
  • Act in accordance with policies and procedures when working with front-of-house equipment and property management systems.
  • Assist with other departments, as necessary, etc.

HEAD OF RECEPTION

GRAND CASINO TIRANA (ADRIA ENTERTAINMENT)
Tirana
05.2020 - 05.2022
  • Greeting clients and visitors and ensure that all reception staff maintain the desired level of client service
  • Ensures that records of the arrival of clients and the issue of passes are completed in a timely and professional manner
  • Daily check of Cash flow, Fiscal case, coordinating with Cash Desk Dept
  • If any issue occurs
  • A thorough knowledge of the computerized system is required to ensure correct procedures are always followed
  • To monitor and provide statistical information of the types and categories of people visiting the premises, providing such information to management on request
  • To ensure that notification of any person(s) being visited are informed of arrival of visitor in a timely manner and kept informed as and when required
  • To ensure that service levels are maintained to the highest degree and particular attention is paid to client care to ensure that all visitors receive the highest quality of service and attention
  • To ensure staff provide all assistance that a visitor may require
  • To take full ownership of the reception and all associated areas, making sure that they are kept in the best possible order at all times, liaising with cleaners, facilities, security and other departments as deemed necessary
  • To ensure that appropriate records are kept of the departure of visitors on the computerized logging system
  • To ensure that all reception staff are aware of and are providing a full support for clients, visitors and other personnel
  • This will include all administrative support duties and will also extend to the arrangement of personal requests
  • To ensure that all reception staff are trained and are fully conversant with all aspects of the software
  • To collate and deliver accurate reports on all aspects of room booking information on request from manager
  • To ensure that all desks are appropriately manned to ensure service levels are met, ensuring adequate cover for sickness and vacation
  • To regularly monitor team member's performance, giving appropriate feedback and set achievable objectives prior to giving annual review
  • Conducting annual appraisal process etc

OFFICE COORDINATOR - REMOTE

MIW BUILDERS (INCORPORATED OF LOWE'S)
Orland Park, FL, 33334
09.2019 - 05.2020
  • Maintain high standards in office presentation and office equipment performance.
  • Answer phones, record messages, and respond to inquiries when appropriate.
  • Respond directly to, or forward to, relevant staff all email inquiries.
  • Purchase office supplies, postage, and groceries.
  • Create and vet office system standards and procedures, and maintain all recordkeeping systems, files, and filing systems.
  • Every week, update the spreadsheet with the hours worked, overtime, and other relevant data for each employee.
  • Contacting customers regarding their request about the quality of the product that the company offered, and scheduling the working weeks.
  • Scheduled appointments for construction crews using the Outlook calendar system.
  • Contacting the construction crews to coordinate their working area and schedule working weeks for the customers to whom they were assigned.
  • Contacting Builders' Association members and government representatives for inspections of work when it was completed, etc.

EVENT COORDINATOR

MARITIM HOTEL PLAZA TIRANA
Tirana
02.2017 - 02.2018
  • Prepare sales-related documents throughout the sales process (e.g., proposals, contracts and banquet)
  • Assist the management team to develop, implement and execute the revenue, revenue and marketing programs for all conference and banquet areas
  • Use sales techniques that maximize revenue while maintaining existing guest loyalty to the Hotel
  • Recognize opportunities to up-sell the customer and sell enhancements to create a better experience or event for every meeting planner
  • Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events)
  • Serve as the point of contact for clients and communicate with them by phone and email to respond to questions and requests
  • Coordinate reservation confirmations for all conference and banquet areas of the hotel
  • Organize sales related tasks to include but not limited to: Taste Panels / Site Visits of clients' / Department month end reporting / Follow through tasks of outstanding enquiries / Telesales skills / Follow the hotel credit policy - contracting procedures and ensure all hotel information systems are constantly updated
  • Work with the revenue specialist and offer pace data relating to groups to assist in the projection of the rooms forecast for the running month and upcoming period
  • Work with accounting department to ensure that all agreements and contracts comply with hotel credit policy and maintain deposit log to assist accounting achieve accurate cash flow forecasts
  • Ensure group booking Status levels are fully updated in the system
  • Reconcile billing with the meeting planner and ensure and hotel charges are posted and we achieve full customer compliance for all related charges
  • Work together with the booking department to ensure all definite/tentative and hold status booking are uploaded in the system

WAITRESS & CASHIER

JIMMIES'S PIZZA
West Hartford
07.2016 - 01.2017
  • Welcoming , greeted customers, took and accurately recorded food and beverage orders, and ensured timely and accurate delivery.
  • Processed cash, credit card, and other payments, operated POS systems efficiently, and maintained accurate cash drawer balances.
  • Provided exceptional customer service, resolving issues, and ensuring customer satisfaction.
  • Maintained a clean and organized dining area, setting and clearing tables efficiently.
  • Assisted with opening and closing duties, ensuring a smooth and efficient restaurant operation.

OPERATION SUPERVISOR

ALBANIAN AIRWAYS HOLIDAY
Tirana
10.2015 - 07.2016
  • Deal directly with customers, either by telephone, electronically, or face to face.
  • Respond promptly to customer inquiries.
  • Handle and resolve customer complaints.
  • Obtain and evaluate all relevant information to handle service inquiries.
  • Set up new customer accounts.
  • Manage customers' accounts.
  • Prepare and distribute customer activity reports.
  • Communicate and coordinate with internal departments.
  • Motivating and supervising employees.
  • Evaluating and reporting on department metrics to upper management.
  • Follow up on customer interactions.
  • Provide feedback on the efficiency of the customer service process, etc.

SALES & MARKETING EXECUTIVE

ALBANIAN AIRWAYS HOLIDAY
Tirana
12.2014 - 09.2015
  • Visit potential customers for new business.
  • Provide customers with quotations.
  • Negotiate the terms of an agreement, and close sales.
  • Maintains relationships with clients by providing support, information, and guidance.
  • Prepares reports by collecting, analyzing, and summarizing information.
  • Identify new markets and business opportunities, etc.

SALES & MARKETING COORDINATOR

ROTANA HOTEL
Erbil
10.2010 - 10.2012
  • Administer and coordinate the department.
  • Handle all the administrative requirements of the sales office, whereby your role involves maintaining an organized, systematic, and updated filing system in order to ensure easy accessibility to required data and to avoid loss of data from the hardware. This will include key responsibilities such as:
  • Prepare and type the sales team's offer letters, update the sales database system, and ensure it is reviewed and properly checked before handing it over for signature.
  • Compose letters, memos, faxes, and other mail on behalf of the Director of Sales and other executives.
  • Maintain a prompt and accurate follow-up and trace system for all correspondences.
  • Handle all incoming calls and guests' inquiries in the absence of the sales team, and channel them to the concerned party if the inquiry requires immediate action.
  • Ensure that the sales month-end report is accomplished and submitted on time.
  • Ensure that all correspondence and offers related to the sales team go out within a maximum of 24 hours.
  • Communicate well at all levels, dealing with the various administrative demands placed by the pressurized working environment.
  • Ensure that all equipment is in proper working order, and cultivate care for all equipment used.
  • Updating the Opera system with the companies' details and their representative.
  • Promoting the facilities and services of the hotel to existing and new clients.
  • Preparing monthly reports and sending them to the 'OSO-Outbound Sales Office,' etc.

Education

Master of Science - Banking and Finance

Mediterranean University of Albania (UMSH)
Tirana, Albania
09.2022

BBA - Business Administration

Faculty of Economics, University of Tirana
Tirana, Albania
10-2018

IT Essential -

IER Academy ( CISCO Academy)
Tirana, Albania
05.2020

QuickBooks Online -

KUDO Education
Pristina
10.2022

Training on Finance & Accounting -

Albanian Tax And Consulting
Tirana, Albania
11.2013

Skills

  • Microsoft Office
  • Microsoft Word
  • Microsoft Excel
  • IT Essentials
  • Opera system
  • DR Gaming Technology System (DRGT)
  • Google (Google Meet, Google Docs, Google Classroom, Google Forms, Google Drive, Google Slide)
  • QuickBooks Online

Personal Information

  • Date of Birth: 05/07/91
  • Gender: Female
  • Nationality: Albanian

Management And Leadership Skills

  • Organized and multi-tasking
  • Ability to work under direction and pressure
  • Very good organizational and management skills
  • Prioritizing tasks, managing schedules, and ensuring efficient use of time.
  • Excellent interpersonal relationships with colleagues
  • Opened towards other ways of thinking, cultures
  • Being flexible, embracing change, and adjusting to new situations.
  • Maintaining high standards of conduct, acting with honesty, and building trust.
  • Assigning tasks and responsibilities to others, empowering team members.

Languages

Albanian
Native/ Bilingual
English
Full Professional
Italian
Professional
German
Elementary
Spanish
Elementary

References

References available upon request.

Timeline

BOOKING MANAGER

VISITORGROUPS.EU - DANIEL WIEGAND & DOMINIK WIEGAND GBR
06.2023 - 02.2025

GUEST SERVICE MANAGER

HILTON GARDEN INN
06.2022 - 12.2022

HEAD OF RECEPTION

GRAND CASINO TIRANA (ADRIA ENTERTAINMENT)
05.2020 - 05.2022

OFFICE COORDINATOR - REMOTE

MIW BUILDERS (INCORPORATED OF LOWE'S)
09.2019 - 05.2020

EVENT COORDINATOR

MARITIM HOTEL PLAZA TIRANA
02.2017 - 02.2018

WAITRESS & CASHIER

JIMMIES'S PIZZA
07.2016 - 01.2017

OPERATION SUPERVISOR

ALBANIAN AIRWAYS HOLIDAY
10.2015 - 07.2016

SALES & MARKETING EXECUTIVE

ALBANIAN AIRWAYS HOLIDAY
12.2014 - 09.2015

SALES & MARKETING COORDINATOR

ROTANA HOTEL
10.2010 - 10.2012

Master of Science - Banking and Finance

Mediterranean University of Albania (UMSH)

BBA - Business Administration

Faculty of Economics, University of Tirana

IT Essential -

IER Academy ( CISCO Academy)

QuickBooks Online -

KUDO Education

Training on Finance & Accounting -

Albanian Tax And Consulting
Flutra Neli Dhespoti