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
2019.02 - 2024.05
- 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
2015.11 - 2019.02
- 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 2001.04 -
Bachelor of Arts - International Relations
Fatih University
Istanbul, Turkey 2001.04 -
High School Diploma -
Turkish Collage: 'Turgut Ozal'
Istanbul, Turkey 2001.04 -
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
2019.02 - 2024.05
Guest Relations Manager
CASAMATA GROUP:Cosme, Atla Noho, Damin LA, Atla
2015.11 - 2019.02
Master of Arts - International Relations
Fatih University
2001.04 -
Bachelor of Arts - International Relations
Fatih University
2001.04 -
High School Diploma -
Turkish Collage: 'Turgut Ozal'
2001.04 -
Faculty of Law
Universiteti I Tiranes
Similar Profiles
Mariana JohnsonMariana Johnson
Phone Representative at Atla Smart HomesPhone Representative at Atla Smart Homes
Sohara BradySohara Brady
Site Surveyer at ATLA Aboriginal CorporationSite Surveyer at ATLA Aboriginal Corporation
Patricia RomeroPatricia Romero
Babysitter at Tania CosmeBabysitter at Tania Cosme