LIARDI JANUPLA
Summary
Charming professional with good numeracy skills, strong personality and confidence dealing with high-level clientele. Works well under pressure, keeps calm and acts responsibly in case of emergencies. Focused on encouraging culture of impeccably high standards, flawless customer service and meaningful guest interaction.
Overview
8
8
years of professional experience
Work history
Front Office Manager
Pestana Hotels & Resorts
London
07.2023 - Current
- Conducts day-to-day shift meetings
- Initiates monthly department meetings with agenda and minutes
- Attends weekly staff meetings and sales strategy meetings when needed
- Ensures all policies and procedures are in place to adhered to
- Ensures that all team members clearly understand their job roles, responsibilities, and performance expectations
- Monitors guest complaints and review scores and proceeds with accordance of company needs
- Responsible for hiring, training, and development of all associates working for the front desk
- Counsel's supervisors and hourly associates on work related concerns and issues to ensure satisfaction and productivity
- Daily and weekly preparation of departmental payroll of hourly associates
- Making sure VIPs are treated as per company policy and needs are handled
Front Office Manager
Novotel London Waterloo
London
12.2022 - 07.2023
- Customer Satisfaction (Guest Feedback, Social Media Review)
- Recruitment
- Manages the Front Office team in order to provide a high standard of service for customers
- Account auditing to resolve discrepancies
- Handling complaints and provide resolution to ensure Guest satisfaction
- Operations management in the absence of the Rooms Division Manager
- Managing Rotas
- Creating relationships with Vips and regular guests
Assistant Front Office Manager
HolidayInn
London
04.2022 - 11.2022
- Customer Satisfaction (Guest Feedback, Social Media Review)
- Financial Performance (Up selling, Room Revenue, Operation Auditing)
- Showing Initiative, Problem Solving, Staff Training, Team Leading
- Manages and motivates the Front Office team in order to provide a high standard of service for customers
- Welcomes guests and fosters customer loyalty through his/her friendly manner
- Develops high quality relationships with guests throughout their stay
- Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests
- Prepare monthly and daily revenue report and circulate to all HOD's
- Is involved in recruitment of new team members for front office
- Integrates and trains employees, providing support for skills development
- Rota managing
Front Desk Supervisor
JW Marriott
London
11.2021 - 04.2022
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Managing all Pay Master accounts related to the Front desk and ensuring smooth communication towards Finance department
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs
- Collected room deposits, fees and payments
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage
- Collaborated with team members to handle guest requirements from check-in through check-out
- Trained new staff on correct procedures, compliance requirements and performance strategies.
Night Manager
Zetter Hotel
London
08.2019 - 11.2021
- Overseeing the entire Front Office operation
- Serving as a point of contact for all guests
- Completing Night Audit duties
- Representing the General Manger and other senior managers in their absence, taking full responsibility of the hotel
- Managing, record and promptly resolve issues or emergencies that arise
- Assisting with the Night Team's training and development efforts
- Conducting Health and Safety Checks and Night Walks, and maintain a good status awareness of all hotel areas
- Assisting other departments as and when required.
Assistant Night Manager
Hilton Angel Islington
London
01.2018 - 08.2019
- Greeting and ensuring that customer needs and desires are met
- Attend to customer complaints
- Provide helpful and inviting environment for guests
- OnQ guest listing
- Managing people in the front desk department in order to achieve and keep high standards
- Managing Banking System of the hotel in a night to night basis
- Providing when required reports for revenue purposes
- Billing and refunding payments whenever it's in need
- Dealing with night audit and successful closing of the business date
Shop Assistant
Four Winters
London
11.2017 - 01.2018
Hotel Receptionist
Kipriotis Hotels
05.2017 - 10.2017
Ioannina IT Consultant
Educational Institute of Epirus
04.2016 - 10.2016
- Examined and analysed the safety of the VPN technology.
Education
Software Engineering
Technological Educational Institute of Epirus
2016
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Kos High School
2012
Skills
- I used Joomla to develop and educational institution where lectures and students for Educational Institute of Epirus, can use as an e- learning service to access lectures and information from the institution
- Network management Creating new Cat5 ethernet cables, setting up a LAN network with switches, hubs etc
- June 2016, Ioannina, Greece
- Blood Bank Management System based in C# where you can:
- Register a new user
- Store key data such as blood group, Rh factor (positive/negative), donor's name, address, telephone number
- Retrieve above data through search
- Find appropriate match for a particular blood group AND Rh factor type
- Display amount of different blood types currently in storage
- Send an
- Skills
- Communication Research Presentation Leadership Data visualisation Problem solving Critical Thinking Time management Organisation skills Teamwork Reliability Adaptability
- Php Css/Css3 HTML5 SQL NET C, C, C# Android Java Java Servlets Apex Data Mining Software Analysis Joomla, Cisco Routing, Network Troubleshooting, Opera PMS, onQ Guest Listing
Interests
Achievements
, Head Administrator in a Greek Gaming Community.
Creating a nice environment for the players based on listening to their problems and solving them.
Used to take critical decisions like banning players who didn't corresponded to the policy
Prefect in First and Second Grade of High School.
Mentor in High School. Interests
, Reading | Listening to music | online Gaming | Food | Writing | Coding | Travelling | Sports (ping pong, tennis) | Camping.
Languages
English
Advanced
Greek
Fluent
Albanian
Beginner
German
Intermediate
Timeline
Front Office Manager
Pestana Hotels & Resorts
07.2023 - Current
Front Office Manager
Novotel London Waterloo
12.2022 - 07.2023
Assistant Front Office Manager
HolidayInn
04.2022 - 11.2022
Front Desk Supervisor
JW Marriott
11.2021 - 04.2022
Night Manager
Zetter Hotel
08.2019 - 11.2021
Assistant Night Manager
Hilton Angel Islington
01.2018 - 08.2019
Shop Assistant
Four Winters
11.2017 - 01.2018
Hotel Receptionist
Kipriotis Hotels
05.2017 - 10.2017
Ioannina IT Consultant
Educational Institute of Epirus
04.2016 - 10.2016
Software Engineering
Technological Educational Institute of Epirus
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Kos High School
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