Elona Murataj
Rruga 'Ali Demi' Tirana
Summary
Proven HR and Guest Relations Manager with a track record of enhancing employee engagement and guest satisfaction at Casamata Group of Restaurants in New York and Los Angeles. Skilled in effective communication and problem-solving, adept at developing training programs and resolving conflicts. Achieved significant improvements in operations and services, demonstrating exceptional decision-making and relationship-building abilities.
Overview
9
9
years of professional experience
Work History
HR Manager
Cosme Restaurant ; Atla Restaurant
02.2019 - 05.2024
- Guided leaders and employees on company policies, programs, benefits and salary administration.
- Led decision-making and implementation of HR policies, procedures, programs and functions.
- Managed employee relations, investigating and resolving conflicts to maintain a positive work environment.
- Managed employee disputes by employing conflict resolution techniques.
- Monitored and handled employee claims involving performance-based and harassment incidents.
- Oversaw payroll functions, ensuring accuracy while maintaining strict confidentiality standards for sensitive employee information.
- Motivated employees through special events, incentive programs, and constructive feedback.
- Enhanced employee retention by implementing effective onboarding and training programs.
- Implemented performance management systems, providing constructive feedback and coaching opportunities for employees.
- Ensured legal compliance with labor laws by conducting regular audits and updating policies as necessary.
- Developed comprehensive training programs, empowering employees to reach their full potential within the organization.
- Motivated employees through special events and incentive programs.
- Distributed employee engagement surveys to identify areas of improvement.
Guest Relations Manager
CASAMATA GROUP:Cosme, Atla Noho, Damin LA, Atla
11.2015 - 02.2019
- Created monthly reports on guest feedback trends, providing valuable insights to guide improvements in operations and services.
- Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
- Creating, hiring and training guest relation department.
- Developed and implemented guest relations policies, ensuring a consistent high-quality experience for all visitors.
- Fostered a culture of exceptional customer service within the Guest Relations department through ongoing coaching and development opportunities for team members.
- Motivated and rewarded employees to improve engagement.
- Developed and implemented strategies to uphold safety and security of guests.
- Oversaw the coordination of special events held at the restaurants, ensuring seamless execution and exceptional guest experiences.
- Played a pivotal role in crisis management situations, ensuring the safety and comfort of guests while minimizing negative impacts on the restaurant reputation.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
Education
Faculty of Law
Universiteti I Tiranes
Tirana, Albania09.2010
Master of Arts - International Relations
Fatih University
Istanbul, Turkey 04.2001 -
Bachelor of Arts - International Relations
Fatih University
Istanbul, Turkey 04.2001 -
High School Diploma -
Turkish Collage: 'Turgut Ozal'
Istanbul, Turkey 04.2001 -
Skills
Decision-Making
Hiring and Onboarding
Problem-solving abilities
Multitasking
Relationship Building
Excellent Communication
Task Prioritization
Recruitment and selection
Problem-solving aptitude
Languages
Albanian
Native language
English
Proficient
C2
Turkish
Upper intermediate
B2
Italian
Upper intermediate
B2
Spanish
Intermediate
B1
Timeline
HR Manager
Cosme Restaurant ; Atla Restaurant
02.2019 - 05.2024
Guest Relations Manager
CASAMATA GROUP:Cosme, Atla Noho, Damin LA, Atla
11.2015 - 02.2019
Master of Arts - International Relations
Fatih University
04.2001 -
Bachelor of Arts - International Relations
Fatih University
04.2001 -
High School Diploma -
Turkish Collage: 'Turgut Ozal'
04.2001 -
Faculty of Law
Universiteti I Tiranes
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