Curriculum Vitae

Personal information
First name(s) / Surname(s) Djejlan Mehmed
Address(es) Boro Menkov 1a/ 1-111000Skopje, Macedonia
Telephone(s) Mobile:0038971262879
Skype Name Xhejlan.mehmed
E-mail Xhejlan_mehmed@hotmail.com
Nationality Macedonian
Date of birth 17.11.1987
Female

Name and address of employer Habtoor Grand Resort and Spa

Type of business or sector Guest Relations

Work experience
Dates May 2012–May 2014

Occupation or position held Guest Relation Agent

Main activities and responsibilities
As a Guest Relation Agent at Habtoor Grand and Spa i was responsible to
respond, direct and escort guest requests for special arrangements or services
such as transportation, reservations, dry cleaning etc by making arrangements or
identifying appropriate providers. Taking care of all guest services requests pre
arrival, during and post departure as an integral part of the hotel’s Program. Take
ownership the First Time Guest Experience in coordination with Reservations and
Concierge department. Take full ownership of the entire guest experience and any
requests with a focus on the Arrival and Departure experience. Create
personalized experience by anticipating guest needs. This includes special
requests, writing amenity cards, contacting guests prior to arrival, reaching out to
guests during their stay, contacting guest post departure, anticipating family’s
needs, etc, to execute the tasks of Door Attendant and Bell Attendant in the
control of traffic flow in the front driveway. As a Guest Relation Agent i was also
aware at all times of all hotel services and functions, hours of operation, location,
etc.
 Name and address of employer Celebrity Cruises
Type of business or sector Guest Relations

Work experience
Dates August 2014 – February 2015

Occupation or position held Guest Relations Officer

Main activities and responsibilities
As Guest Relations Officer at Celebrity Cruises anticipating the needs of our
guests was the greatest focus by providing consistent personalized service to the
guests and assisting to achieve the best possible resolution of matters, in
collaboration with all of the operational areas onboard. Taking proper notes and
being aware of pending problems and take an immediate action. I was responsible
for cash-float from the safe of and take my place at the Reception Desk. Answering
guest questions and attending the guest concerns.
Such as: At what time they can leave the ship (if in port). First the ship needs to be
cleared by local authorities. Therefore I'll inform the guest to listen for an
announcement which will advise when guests can go ashore. And advise guests
to take their sea pass card-or room key so they will be able to exit or re enter the
ship, photo ID-such as driver license or photo copy of their passport.
If guest is interested in local currency, the guest Relations Officer is in charge of
providing that service to the guest – and pay out the equivalent amount in local
currency to the guest.
Besides answering a great variety of questions to guests, also we were in charge
to lodge their complaints. For the technical matters, such as replacing light bulbs,
we log the comment in the technical log book and inform the Electrical
Department. Before we send an employee from the Technical Department for other
reported cabin malfunctions, such as toilet not flushing, no hot water or safes
which cannot be opened, we first get Housekeeping to check to ensure they are
not simply 'operator error' since guests often do not press the flush button
correctly, have not changed the tap from cold to hot, or have simply forgotten the
combination they have entered into the safe. Or taking their comments in regards
of their shore excursions experience, and informing the relevant department to
follow up. Once the department concern is informed we still have to follow up with
the guest to make sure that their concern that was brought to our attention was
resolved.

Name and address of employer Celebrity Cruises

Type of business or sector Guest Relation Officer

Dates
Work experience
Dates April 2015 – November 2015
 Occupation or position held Guest Relation Officer
Main activities and responsibilities
As Guest Relations Officer at Celebrity Cruises anticipating the needs of our
guests was the greatest focus by providing consistent personalized service to the
guests and assisting to achieve the best possible resolution of matters, in
collaboration with all of the operational areas onboard. Taking proper notes and
being aware of pending problems and take an immediate action. I was responsible
for cash-float from the safe of and take my place at the Reception Desk. Answering
guest questions and attending the guest concerns.
Such as: At what time they can leave the ship (if in port). First the ship needs to be
cleared by local authorities. Therefore I'll inform the guest to listen for an
announcement which will advise when guests can go ashore. And advise guests
to take their sea pass card-or room key so they will be able to exit or re enter the
ship, photo ID-such as driver license or photo copy of their passport.
If guest is interested in local currency, the guest Relations Officer is in charge of
providing that service to the guest – and pay out the equivalent amount in local
currency to the guest.
Besides answering a great variety of questions to guests, also we were in charge
to lodge their complaints. For the technical matters, such as replacing light bulbs,
we log the comment in the technical log book and inform the Electrical
Department. Before we send an employee from the Technical Department for other
reported cabin malfunctions, such as toilet not flushing, no hot water or safes
which cannot be opened, we first get Housekeeping to check to ensure they are
not simply 'operator error' since guests often do not press the flush button
correctly, have not changed the tap from cold to hot, or have simply forgotten the
combination they have entered into the safe. Or taking their comments in regards
of their shore excursions experience, and informing the relevant department to
follow up. Once the department concern is informed we still have to follow up with
the guest to make sure that their concern that was brought to our attention was
resolved.

Name and address of employer

oneVip operator – Telecom Austria Group

Type of business or sector

Sales advisor

Work experience
Dates
January 2016 – April 2017
Occupation or position held

Main activities and responsibilities
Date
Name and address of employer
Occupation or position
held
Main activities and responsibilities
Education and training
Dates
Sales advisor
As a sales advisor at oneVip operator, by offering an extensive communication
services my primary obligation is to put the customers and their needs first,
dedicated to providing the best customer care. My duties also include offering and
proactive sales of all telecommunications services under our brand such as :
prepaid and postpaid mobile telephony and mobile internet, 4-play services, cable
TV, fixed telephony and fiber powered internet, digital television and all the new
technology that is implemented daily by the company. As a sales advisor, at
oneVip i need to be problem-solving oriented and have a good attention to detail
and take care of every problem that can arise with the customers and solve it at
short time. My duties also include to sing contract with the customers always
following the laws and regulations.
May 2017-Present
Thomson Dream
Receptionist
Maintains the reception guest log book, ensuring that any issues or comments of
interest are recorded for future reference. Communicates all guest concerns or
issues to the relevant department for action, ensures suitable follow up with
department as well as the guest concerned. Log book entries are to be as detailed
as possible, for future reference.
Creating AVOs for maintenance problems in pax cabins.
Issuing replacement swipe cards and cabin keys.
Assisting passengers with their accounts, accepting deposits, payments and
issuing refunds of remaining balances at the end of the cruise.
Registering credit cards for passengers for account payment.
Maintaining control of their personal float and all funds received and balancing
with Chief Purser at the end of the cruise. They should balance their account for
their own shake, every end of shift and make sure that they are ready for any audit
by the Chief Purser at any time during the week.
Assisting passengers with keys for safety deposit boxes, hairdryers, postage
stamps, etc., and placing charges on the onboard account.
Answering telephone calls, internal and external and assisting callers with the
information they require, or in the case of an outside call, connecting the caller to
the desired extension or taking messages if the person called is not available.
University of Tourism and Management
September 2014 – October 2018
 Bachelor of Public Relations and International Marketing Management
Study Field
High School “International NOVA School” Skopje

Dates September 2002 – June 2006

Education and training Primary School “Sandre Sterioski” Kichevo

Dates September 1992 – June 2002

NOVA International Schools

Dates September 2002- June 2006
Personal skills and
mpetences
Mother tongue(s) Macedonian
Other language(s) English – fluent , Spanish – Basic and German (learning basics)
Self-assessment

Social skills and competences Great team worker, experience with customer and guest service, excellent communication
and sales skills, solution-oriented, advanced Microsoft office skills, ability to adapt to
multicultural environments

Organisational skills and leadership

competences sense of organisation

Computer skills and competences excellent command of Microsoft Office tools