ARBËR UKA
Tirana,ALBANIA
Summary
Seasoned hospitality specialist with a broad knowledge of managing guest relations, coordinating events, and overseeing daily operations in high-volume hospitality environments. Strengths include strong leadership skills, exceptional interpersonal communication, and a customer-focused approach. Proven knack for improving customer satisfaction ratings, and streamlining processes to enhance operational efficiency.
Overview
25
25
years of professional experience
Work History
Operations Leader
Global Fast Food Albania
06.2017 - 01.2025
- Company Overview: KFC Albania
- As Operations Manager, I led the successful launch of 12 KFC restaurants in Albania, ensuring strict compliance with franchisor standards and procedures
- I managed all operational aspects, including supply chain logistics, quality assurance, and personnel training
- By effectively integrating local culture with international standards, I helped establish the brand in this new market
- Our market was recognized as the top performer in the Central Eastern Europe region for two consecutive years (2018 & 2019), demonstrating my ability to drive operational excellence, create a high-performance environment, and improve customer satisfaction
- Developed and implemented comprehensive operational procedures to ensure efficient workflow
- Led cross-functional teams in executing complex projects, driving successful outcomes
- Coached staff on problem solving techniques for improved decision making capabilities
- Implemented cost reduction initiatives while maintaining customer service standards
- KFC Albania
Director
Global Fast Food S
05.2023 - 07.2024
- Company Overview: Franchisee for KFC in Slovenia
- Collaborated with department managers to develop strategies for improving product quality and customer satisfaction
- Performed detailed audits of inventory levels and accuracy of records for multiple locations
- Collaborated with management to periodically review and update training program objectives
- Monitored and evaluated training activities and program effectiveness
- Maintained records of completed training and required recertifications
- Contributed to employee development plans in support of job-specific skills development
- Developed training procedures and program curriculum to support corporate objectives
- Organized and directed orientation and onboarding sessions for employees and customers
- Franchisee for KFC in Slovenia
Area Coach
Global Fast Food Albania
01.2015 - 05.2017
- Company Overview: KFC Albania
- Managed day-to-day operations with a focus on quality assurance and customer satisfaction
- Identified training needs for employees based on job roles and skill gaps
- Monitored financial performance of operations activities and took corrective action when necessary
- Streamlined internal processes by implementing new technologies and software systems
- Created detailed reports on operations metrics and presented findings to senior management
- Established key performance indicators to measure progress against goals
- Provided effective mentorship to team members, enabling them to reach their full potential
- Analyzed business processes and identified areas for improvement to maximize efficiency
- KFC Albania
Director of Marketing & Promotion
National Agency of Tourism
Tirana
01.2012 - 03.2013
- Assist in coordinating and managing convention and event bookings, including room reservations, catering, and audiovisual needs.
- Respond to client inquiries, prepare proposals, and negotiate contracts to secure group business.
- Collaborate with hotel departments (e.g., front office, food and beverage) to ensure seamless event execution.
- Strengthened business partnerships through consistent engagement.
- Updated and managed sales records, databases, and reports to track performance and bookings.
- Conduct market research to identify potential clients and trends in the convention industry.
- Support the sales team in achieving revenue goals for group and event spaces.
Convention Sales Coordinator
Sheraton Hotel Tirana
Tirana
03.2010 - 12.2011
- Assist in coordinating and managing convention and event bookings, including room reservations, catering, and audiovisual needs.
- Respond to client inquiries, prepare proposals, and negotiate contracts to secure group business.
- Collaborate with hotel departments (e.g., front office, food and beverage) to ensure seamless event execution.
- Built strong client connections to enhance sales opportunities.
- Updated and managed sales records, databases, and reports to track performance and bookings.
- Conduct market research to identify potential clients and trends in the convention industry.
- Support the sales team in achieving revenue goals for group and event spaces.
Service Clerk
Hotel de Ville Crissier
Crissier
03.2008 - 01.2009
- Company Overview: Chef
- Philippe Rochat
- Chef
- Philippe Rochat
Receptionist
Nova Yardinia
Calane
05.2000 - 09.2000
- Greet and welcome guests upon arrival, providing a positive first impression of the hotel.
- Handle check-in and check-out processes, including room assignments and payment transactions.
- Respond to guest inquiries, requests, and complaints, ensuring high-quality customer service.
- Manage reservations via phone, email, or online systems, updating availability as needed.
- Coordinate with housekeeping and maintenance teams to address guest needs and room readiness.
- Provide information about hotel amenities, local attractions, and services to enhance guest experience.
- Maintain accurate records of guest details, bookings, and daily transactions in the hotel system.
Education
HAS DIPLOMA: HOSPITALITY MANAGEMENT -
Institute Les Roches
12.2009
Skills
- Operational experience
- Proven leadership
- Excellent communication
- Thorough knowledge of QSR sector
- Cross-functional coordination
- Customer relationship development
- Management
- Delegation
- Performance monitoring
- Reliability
- Team Leadership
- Professionalism
- Adaptability
- Problem-solving aptitude
- Team building
- Strategic Planning
- Conflict Resolution
- Organizational Development
- Performance Management
Awards
- Best Performing Manager 2018 for CEE YUM (KFC Club Star)
- Best Performing Manager 2019 for CEE YUM (KFC Club Star)
Hobbies and Interests
- Crypto-assets
- Disrupting Technologies
- Team Sports & BJJ
Languages
- Albanian, Native
- English, Bilingual
- Italian, Bilingual
- French, Advanced
Personal Information
- Title: OPERATIONS LEADER
- Date of Birth: 06/23/82
- Nationality: Albanian
Languages
Albanian
First Language
English
Proficient (C2)
C2
French
Advanced (C1)
C1
Italian
Proficient (C2)
C2
Accomplishments
- Best Operational Manager in all of Central and Eastern Europe for YUM Brands in 2018
- Best Operational Manager in all of Central and Eastern Europe for YUM Brands in 2019
References
References available upon request.
Timeline
Director
Global Fast Food S
05.2023 - 07.2024
Operations Leader
Global Fast Food Albania
06.2017 - 01.2025
Area Coach
Global Fast Food Albania
01.2015 - 05.2017
Director of Marketing & Promotion
National Agency of Tourism
01.2012 - 03.2013
Convention Sales Coordinator
Sheraton Hotel Tirana
03.2010 - 12.2011
Service Clerk
Hotel de Ville Crissier
03.2008 - 01.2009
Receptionist
Nova Yardinia
05.2000 - 09.2000
HAS DIPLOMA: HOSPITALITY MANAGEMENT -
Institute Les Roches
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