Klea Qallijaj
Dubai
Summary
People-oriented Guest Relations Manager with passion for creating outstanding guest journeys, lasting impressions and known for creating memorable, high-impact guest experiences. Proven ability to lead teams, resolve challenges, and drive service excellence.
Now pursuing a transition into Event Management, leveraging my experience in creating seamless, guest-focused experiences.
Overview
8
8
years of professional experience
Work History
Guest Relations Manager
ZENON
05.2023 - Current
- Utilized effective communication skills to enhance client satisfaction.
- Handled complaints swiftly, providing timely compensation.
- Developed marketing plans to support department strategies.
- Managing event logistics including scheduling and arrangements to ensure efficient operations.
- Increased customer retention through effective relationship management during interactions.
- Supported continuous improvement initiatives, collecting customer feedback to inform future business processes.
RECEPTION/RESERVATION MANAGER
La Cantine du Faubourg, RIKAS Group, Dubai - Mykonos
02.2022 - 05.2023
- Conducted calls professionally and politely to maintain excellent service standards.
- Addressed client concerns with poise and skill to sustain hospitality reputation.
- Communicated reservation confirmations to guests via post and email.
- Dealt with high-volume calls and emails competently to meet service targets.
- Completed bookings and reservation amendments using hospitality property management software.
- Processed payments and online bookings with zero error.
RECEPTION MANAGER
Nammos Group, Dubai
11.2019 - 12.2021
- Training front of house teams in delivering smooth, professional reception services.
- Oversaw front desk operations and trained team to handle high volume work with professionalism and accuracy.
- Handled customer complaints calmly and professionally to maintain restaurant’s reputation.
- Coordinated large party bookings, including deposit processing and special order requests.
- Maximised revenue potential by optimising bookings to best leverage venue capacity.
GUEST RELATIONS
Palladium Boutique Hotel Mykonos, Greece
05.2017 - 09.2019
- Managed guest relations team to verify compliance with standards and operating procedures.
- Cultivated positive guest relations by managing reservation information and orchestrating speedy seatings.
- Built relationships with caregivers to inform of children's progress and enhance support at home.
Education
Tourism Accommodation and Hospitality - undefined
Buisness Administration and Economy -
Skills
- MICROSOFT 365
- SEVENROOMS
- SerVme
- Protel
Languages
English C2
Proficient (C2)
Greek C2
Native
Albanian
Native
Custom
E-mail & Mobile Marketing Digital Marketing Human Relations at work Managing Difficult Costumers and Complains Humanitarian eyes in Management HASP
Personal Information
Timeline
Guest Relations Manager
ZENON
05.2023 - Current
RECEPTION/RESERVATION MANAGER
La Cantine du Faubourg, RIKAS Group, Dubai - Mykonos
02.2022 - 05.2023
RECEPTION MANAGER
Nammos Group, Dubai
11.2019 - 12.2021
GUEST RELATIONS
Palladium Boutique Hotel Mykonos, Greece
05.2017 - 09.2019
Tourism Accommodation and Hospitality - undefined
Buisness Administration and Economy -
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