Ermira Qosja
London
Summary
I am a dedicated professional with extensive experience in customer service and guest relations across Europe. My proactive approach and determined attitude have driven exceptional customer satisfaction and loyalty. With a passion for building relationships, I excel at fostering trust and rapport with diverse individuals. Skilled in resolving issues under pressure, I ensure positive and memorable experiences for both guests and colleagues. My approachable demeanor, combined with excellent communication and problem-solving abilities, enables me to thrive in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Club Manager
Century Club
01.2022 - Current
- I have a dynamic role that involves working in a fast-paced environment and overseeing a team of four individuals
- My primary objective is to ensure the smooth operation of the club, while also focusing on enhancing the overall customer experience and maximising sales opportunities
- As a team leader, I am effectively managing and motivating my team, ensuring that all operational tasks are carried out efficiently and to the highest standards
- I provide guidance, support, and training to team members, ensuring a collaborative and productive working environment
- One of my key responsibilities is developing strong relationships with club members
- I actively engage with them, addressing their needs and concerns, and consistently seeking feedback to improve their overall experience
- I effectively communicate member feedback to the senior management team, contributing to the continuous improvement of customer service and satisfaction
- Additionally, I play an important role in organising and arranging meeting rooms for businesses within the club
- I make sure that each business receives a personalised experience, catering to their specific requirements and preferences
- By delivering exceptional service and attention to detail, I contribute to the positive reputation of the club as a valued venue for professional meetings, events and a space to conduct business
- Overall, my experience at Century has equipped me with valuable leadership skills, a customer-focused mindset, and the ability to thrive in a fast-paced and demanding environment
Guest Relations Specialist
Vedema, a Luxury Collection Resort
05.2018 - 10.2019
- Delivered personalised guest experiences by providing expert guidance on Santorinian wines, cultural insights, and local attractions
- Curated and presented tailored recommendations to enhance each guest's stay, including wine selections and pairing suggestions
- Fostered strong relationships by engaging professionally with guests, addressing inquiries, and ensuring their comfort and satisfaction
- Coordinated memorable events, including vineyard tours and private tastings, while maintaining exceptional attention to detail
Guest Relations Officer
Sophia Luxury Suites
04.2016 - 10.2017
- I played a pivotal role in ensuring the utmost satisfaction and comfort of our guests
- With a focus on delivering exceptional service, I consistently went above and beyond to create memorable experiences for each individual party
- My responsibilities encompassed a wide range of guest-related tasks, including welcoming guests upon arrival, providing personalised recommendations and assistance throughout their stay, and addressing any inquiries or concerns they may have shared
- I served as their main point of contact, acting as a liaison between guests and various departments within the hotel to ensure the best experience possible
- I took pride in building strong relationships with guests, anticipating their needs, and exceeding their expectations
- By actively listening and understanding their preferences, I was able to tailor their experiences to their specific desires, ensuring a truly bespoke stay
- Additionally, I coordinated and organised special events and activities, such as private dinners, day trips, and personal celebrations, to enhance the overall guest experience
- I worked closely with other team members to ensure seamless execution and attention to detail
- In my role, I also handled guest feedback and resolved any issues or complaints in a timely and professional manner
- I used my excellent communication and problem-solving skills to find suitable solutions, always striving to turn any negative experiences into positive ones
Guest Relations Assistant
Sophia Luxury Suites
04.2015 - 10.2015
- Assisted the Guest Relations team in delivering personalised services, ensuring all guests experienced a warm and welcoming atmosphere
- Supported the coordination of special events and activities, such as exclusive excursions and intimate celebrations, to elevate guest satisfaction
- Addressed guest inquiries and provided tailored recommendations for local attractions, dining, and entertainment, enhancing their overall stay
- Worked collaboratively with team members to resolve guest concerns promptly and professionally, ensuring seamless service
- Gained valuable experience in understanding guest preferences and building rapport to foster long-term relationships
Education
Certificate of Higher Education - Sales and Marketing
Iek Delta
05.2016
Diploma - Tourism and Management
Iek Delta
09.2015
Skills
- Excellent Communication
- Relationship Building
- Customer-Focused Problem Solving
- Team Leadership and Motivation
- Event Coordination and Personalisation
- Organisational and Time Management
Languages
Fluent in English, Greek, and Albanian
Moderate proficiency in Italian
Timeline
Club Manager
Century Club
01.2022 - Current
Guest Relations Specialist
Vedema, a Luxury Collection Resort
05.2018 - 10.2019
Guest Relations Officer
Sophia Luxury Suites
04.2016 - 10.2017
Guest Relations Assistant
Sophia Luxury Suites
04.2015 - 10.2015
Diploma - Tourism and Management
Iek Delta
Certificate of Higher Education - Sales and Marketing
Iek Delta
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