MERITA DROJA
Clearwater Beach,FL
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Responsible Server Assistant adaptable to fast-paced, changing restaurant environments with discerning customers and high standards. Enthusiastic team member possessing sharp memorization skills and outstanding teamwork abilities. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Highly skilled , experienced in supporting restaurant operations. Expert at providing exceptional customer service by quickly and energetically completing special requests. Hardworking Cocktail Server highly skilled in accurately memorizing and fulfilling complex orders. Positive, upbeat and passionate about providing beverage knowledge to aid patrons in creating unforgettable cocktail experiences.
Overview
8
8
years of professional experience
Work History
Hotel Night Auditor
JW Marriott
Clearwater, FL
10.2023 - Current
- Completed end-of-shift paperwork such as incident reports and cash reconciliations.
- Answered incoming calls promptly while maintaining courteous telephone etiquette.
- Performed nightly audit of rooms' charges, taxes, settlements, and credit card postings.
- Prepared daily financial reports to ensure accurate account balances.
- Processed payments for all guest transactions accurately and efficiently.
- Ensured that all guests had a pleasant stay by providing excellent customer service at all times.
- Greeted guests upon check-in and provided detailed information about the hotel services.
- Generated daily, weekly and monthly reports to close out day and meet objectives.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Attended mandatory meetings for hotel staff and brought issues to attention to upper management.
- Coordinated with guest services and concierge team to meet guest needs.
- Completed nightly updates to hotel rates and individual room charges.
- Assisted guests at check-in, providing information on various services within hotel.
- Input and confirmed reservations for guests.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
Banquet Server
JW Marriott Hotel
Clearwater, FL
10.2023 - Current
- Assisted in the setup and breakdown of banquet tables, chairs, linens, and other equipment.
- Greeted guests upon arrival and provided assistance throughout the event.
- Checked guest satisfaction levels throughout the event ensuring their needs were met promptly and courteously.
- Set up stations for serving meals according to established guidelines.
- Maintained cleanliness of work area throughout shift including tables, chairs and floors.
- Replenished buffet lines with fresh foods as needed.
- Cleared away used plates and utensils following end of meal service.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Walked among tables and refilled water and beverage glasses or took orders for more drinks and food.
- Assisted with closing duties such as restocking supplies, wiping down surfaces.
- Followed proper sanitation guidelines when handling food items.
- Answered questions regarding menu items and assisted guests in making selections.
- Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
- Communicated with chefs regarding any special requests from guests.
- Stocked server areas with supplies before, during and after shifts.
- Filled trays with food, utensils, napkins and condiments to provide diners with meals and accessories.
Bank Finance
Raiffeisen Bank International
Tirana, Albania
12.2021 - 05.2023
- Provided support for loan applications and processed mortgage paperwork.
Analyzed credit reports and evaluated loan applications.
Prepared documents for regulatory compliance audits.
Assisted customers with opening new bank accounts.
Educated clients on the benefits of various investment options.
Collaborated with other departments in order to resolve customer disputes.
Generated monthly, quarterly, and annual sales reports for management review.
Processed deposits, withdrawals, transfers, payments, checks.
Ensured accurate data entry into the banks' computer system.
Forecasted trends by organizing data and creating Excel-based financial models.
Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
Conducted financial analysis of clients' accounts and portfolios.
Monitored cash flow to ensure sufficient liquidity.
Receptionist
Sheraton Hotel & Resorts
Tiarana, Albania
07.2019 - 11.2021
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Greeted visitors and provided them with assistance.
- Coordinated company events with venues and advised staff of pertinent details.
- Collated, bound and stored computer-generated reports.
- Investigated and analyzed client complaints to identify and resolve issues.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Greeted customers, answered general questions and directed to appropriate locations.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Ensured that all necessary forms were completed accurately prior to submitting them for processing.
- Prepared welcome packages for new hires containing relevant paperwork and other important details.
Server
SALT Tirana
Tirana, Albania
11.2018 - 06.2019
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Provided exceptional customer service duties by handling refunds, addressing customer complaints and ordering items for customers.
- Assisted staff by serving food and beverages or bussing tables.
- Stocked server areas with supplies before, during and after shifts.
- Maintained contact with kitchen and serving staff to properly handle dining details and address concerns.
- Took reservations from patrons by phone or online.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Operated cash registers to accept payments for food and beverages.
Server
The Plaza Hotel
Tirana, Albania
02.2016 - 11.2018
- Maintained knowledge of menu items, ingredients and preparation methods to assist guests with menu selection.
- Informed customers about specials, upselling additional food and drink items.
- Suggested additional items to customers to increase restaurant sales.
- Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
Education
Master of Science - Bank Finance
Mediterranean University of Tirana
Albania10.2021
Skills
- Team Player
- Menu Recommendations
- Age Verification
- Staff Training
- Problem-Solving
- Upselling and Cross Selling
- Conflict and Complaint Resolution
- High Energy and Stamina
- Transactions and Cash Handling
- Point of Sale Systems
- Warm and Friendly
- Customer Service and Rapport
- Cool Under Pressure
- Balancing Transactions
- Front Desk Operations
- Customer Service
- Financial Reporting
- Night Audit Reports
Timeline
Hotel Night Auditor
JW Marriott
10.2023 - Current
Banquet Server
JW Marriott Hotel
10.2023 - Current
Bank Finance
Raiffeisen Bank International
12.2021 - 05.2023
Receptionist
Sheraton Hotel & Resorts
07.2019 - 11.2021
Server
SALT Tirana
11.2018 - 06.2019
Server
The Plaza Hotel
02.2016 - 11.2018
Master of Science - Bank Finance
Mediterranean University of Tirana
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