Denise Duraki

• Responsible for the overall Front Office operations, Front Office Team and Porters.
• Team leadership, guest satisfaction, service quality and departmental organization.
• Coordination with all hotel departments to ensure an exceptional guest experience.
• Revenue and performance monitoring, staff development and training.

Property Management System: ASA

• Supported the Front Office Manager in daily operations.
• Supervision of Front Office procedures and guest service standards.
• Team coordination, scheduling and training activities.
• Handling guest requests and resolving operational issues.

• Property Management System: ASA

High Level of customer care

(The Resort is part of Leading Hotels of the World, with LQA Standards)

Check in/out, cashier, Guest assistance.

Switchboard (optimizer of handle Telephone calls for intern and extern part) , Back office

(organiser for the Front office Check list concerning the preparation of Morning, afternoon and late shift needs) Caring all Guests request and needs from the beginning of a booking , arrival, departure and continuing for furthers assistance.

• Collaborated effectively with colleagues to ensure the smooth execution of daily operations.
• Completed assigned tasks accurately, efficiently, and within established deadlines.
• Managed assigned responsibilities independently, applying strong professional knowledge and experience.
• Maintained a clean, organized, and professional work environment at all times.

Property Management System: Opera

High Level of customer care

(The Resort is part of Leading Hotels of the World, with LQA Standards)

Check in/out, cashier, Guest assistance.

Switchboard (optimizer of handle Telephone calls for intern and extern part) , Back office

(organiser for the Front office Check list concerning the preparation of Morning, afternoon and late shift needs) Caring all Guests request and needs from the beginning of a booking , arrival, departure and continuing for furthers assistance.

• Collaborated effectively with colleagues to ensure the smooth execution of daily operations.
• Completed assigned tasks accurately, efficiently, and within established deadlines.
• Managed assigned responsibilities independently, applying strong professional knowledge and experience.
• Maintained a clean, organized, and professional work environment at all times.

Property Management System: Opera

High Level of customer care

(The Resort is part of Leading Hotels of the World, with LQA Standards)

Check in/out, cashier, Guest assistance.

Switchboard (optimizer of handle Telephone calls for intern and extern part) , Back office

(organiser for the Front office Check list concerning the preparation of Morning, afternoon and late shift needs) Caring all Guests request and needs from the beginning of a booking , arrival, departure and continuing for furthers assistance.

• Collaborated effectively with colleagues to ensure the smooth execution of daily operations.
• Completed assigned tasks accurately, efficiently, and within established deadlines.
• Managed assigned responsibilities independently, applying strong professional knowledge and experience.
• Maintained a clean, organized, and professional work environment at all times.
• Responsible for the overall Front Office operations.

Property Management System: Protel

• (Level V in reference of Italian CCNL Laws)
• High Level of customer care
• (The Resort is part of Leading Hotels of the World, with LQA Standards)
• Check in/out, cashier, Guest assistance.
• Switchboard (optimizer of handle Telephone calls for intern and extern part), Back office (organiser for the Front office Check list concerning the preparation of Morning, afternoon and late shift needs) Caring all Guests request and needs from the beginning of a booking, arrival, departure and continuing for furthers assistance.
• Particular season for Covid -19.
• Restrict emergency procedure during work:
• -Dressing mask, getting temperature before shift begin and an organise Covid cleaning process, inside the property and on each department.
• The Resort organised for all a session for the correct using of anti Covid-19 procedure to ensure the contamination inside the Resort, I took part on it with successful result.

Property Management System: Protel

• In terms of the intern department grading, i was the first Receptionist
• (the first Person responsible succeeding the Front office Manager).
• That means that our Front office check list was more related between each other.
• I was responsible for Reservation, Accounting and Reception area:
• - Organisation and participation of meetings for GM
• - Creation for Marketing area (product, price, place and promotion) example concert.
• - Managing Revenue part through placing packages and create occasional advertisement
• - Take care of all the single booking through Hotel system Protel and email.
• - Managing Late shift(Night) for the EOD
• - Managing the accounting part of the Hotel, deposit, drop off and bank transaction.
• - General controlling of all the department (HSK,Restaurant) concerning Reception was occupied by 2 person one of this was me as Shiftleader.
• Property Management System: Protel
• Oberbergstrasse 20, 7076 Parpan, Svizzera - https://beszteit.ch

• First time as a Front desk agent in Verdura.
• Following was specifically done:
• Cashier, Check in/out, assistance and orientation for Guest during the stay.
• Good organisation of collaboration for specify events in Team working.
• First inspection for me of The mystery guest from The Leading Hotels of the World concerned the valuation of LQA Standards with a Respectful result.

Property Management System: Protel

• In terms of the intern department grading, i was the second Receptionist.
• General the checklist was done only by me:
• -Beginning with the normal procedure of EOD to start a new shift.
• -Preparing arrival Registration Form, keys and pre - booking message to attend.
• -controlling of address, passport and special request during stay of the guest.
• - double check of all the charge and invoice for the final procedure of Check out.
• -controlling and training of accounting procedure for a organised cashier holder.

Property Management System: Protel

• Check in/out, Rooming, Guest Relation, Telephonist, Assistant.
• Successful period of stage with a positive final impression and reference letter. Good possibility for training and for switch in different areas intern the Resort to capture more information than possible. At the end of the stage period I continue to work inside the resort as a first experience for extras and occasional day in the Reception area and also like Babysitter for the Kids club area.

Property Management System: Protel

• -make coffee and cocktails
• - prepare the tables for the customers who want s to have breakfast and lunch.
• - Responsible for the cashing
• - Responsible for everything concerning the bar, import and export of goods, cleaning, innovation.
• - Responsible for the staff, managing the work plan and organisation of a excellent service.
• - Responsible for the pool area (Bar located nearby the pool area and was the entrance of all the persons that wants a kind of pool service).
• - For extras I served in the restaurant as waiter.
• Ribera (AG) (Italy)

• - make coffee and cocktails
• - prepare the tables for the customers who want s to have breakfast and lunch.
• - Responsible for the cashing
• - Responsible for everything concerning the bar, import and export of goods, cleaning, innovation.
• Ribera (AG) (Italy)

• - look after the customer needs and all the request in reference of place a bet.
• - responsible for staff needs, as preparing work plan and forward to the head office all the information of the personal data base, very important and private documents.
• - Responsible for the cashing
• Ribera(AG) (Italy)

• - make coffee & cocktails
• - table service, like orders and payments
• - cleaning and placing Bar
• Ribera (AG) (Italy)