Edyta Wojciechowska
Warsaw
Summary
Detail-oriented and dependable professional with a strong focus on delivering top-notch customer service and achieving success. Possesses 15 years of diverse experience, including 6 years at Hilton Worldwide, 2 years managing revenue for short-term rentals in Poland, and 4 years in management roles in Zanzibar. Demonstrates expertise in effectively working with high-demand clients and adeptly handling challenging situations while prioritizing both company and client interests. Highly organized, communicative, and adaptable, with a proven ability to juggle multiple priorities and remain calm under pressure to enhance the organization's brand. Exhibits exceptional problem-solving skills and the ability to resolve issues in high-stakes environments.
Overview
13
13
years of professional experience
Work History
Hotel Manager
Zanzibar White Sand Luxury Villas & Spa Ltd.
02.2023 - 08.2024
- achieving 2nd best hotel position on Trip Advisor for east-coast area and a 9.5 score on Booking.com in 2Personally
- personally greeted and assisted guests by gathering information about reservations or requests and ensuring a seamless stay at the property
- handled guest complaints taking into consideration high guest satisfaction
- conducted regular staff performance evaluations, identifying areas for improvement and providing constructive solutions
- managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction
Reservation and Revenue Manager
Fine Hospitality Management Limited
03.2022 - 01.2023
- reported to: Managing Partner// CSO
- maintaining pre-opening process: preparing pricing grid, competition check, finding PMS, BE & Channel Manager providers and systems implementation; RMS implementation
- being first point of contact for guest bookings, reservations and guest requests handling via email, phone and WhatsApp; offering friendly and efficient service to customers, handling challenging situations with ease
- checking all reservations and payments status on daily basis - making sure if availability and inventory is accurate, resolving any outstanding situations in sufficient way
- accommodation sale in all available sales channels; including entering and updating offers and prices as well as checking offers correctness
- correspondence and establishing contacts with contractors (including OTA, travel agencies, tourist portals)
- working closely with hotel managers, supporting and resolving challenges that might occur
- resolving problems, improved operations and provided exceptional service
- Achieved 75% occupancy in first operational month after hotel openings and 9.2 Booking score
Rooms Division & Office Manager
Pili Pili Travel Group
10.2020 - 05.2022
- reported to Vice President of board
- supervised 10 staff members
- responsible for daily office operations
- met with guests, accommodated their needs, resolved appearing issues
- prepared reports of daily operations, ensured correctness of accounts
- Conducted KajWare system training for new employees and Hotel Managers
- Cooperated with Shared Services department (maintenance, housekeeping, front office) with daily operations
- Prepared Daily Brief Report and shared with all operational departments
- direct contact with guests, ensuring highest standards of service and complaints handling
- enhanced team productivity by delegating tasks effectively and overseeing daily workflow
Cluster Resort Manager
Natural Park Resort and Milele Hotel
06.2021 - 02.2022
- reported to Operational Director
- supervised 100 staff members
- worked for pre-opening of 20 houses complex of Natural Park Resort
- handled day to day operations managing 2 resorts
- welcomed guests after arrival, helped them to accommodate, handled welcome meeting
- managed daily operations for smooth functioning of hotel, ensuring high-quality standards in all departments.
Sales & Revenue Manager
Vacation Club Apartments
02.2018 - 09.2020
- reported to the Chairman of Board
- supervised 15 staff members
- successful sale of short-term accommodation for over 300 apartments through various sales channels
- entered and updated offers and prices as well as checked offers correctness for sale partners
- established long-term contacts with contractors (including OTA, travel agencies, and tourist portals) and accommodation owners
- actively searched and developed sales channels in the apartment sector
- managed sales and reservation department - supervised work of local reception and housekeeping managers
- hired, trained, and managed reservation department team members and developed engaged, high-functioning performers
Front Office Manager
DoubleTree By Hilton Hotel & Convention Centre
08.2015 - 01.2018
- reported to Rooms Division Director
- supervised employees: 20 staff members
- Maintained the highest standards of service for hotel and conference guests in accordance to requirements of Hilton Worldwide chain, which resulted in high guest ratings on Trip Advisor and Booking.com as well as other awards and distinctions
- created and implemented procedures related to operational work of entire department
- trained and supervised new employee's onboarding process at hotel reception and Guest Service Centre; prepared work and vacation schedules
- solving difficult operational situations, dealing with guest complaints - analyzing guest's needs, expectations, and opinions, introducing solutions that satisfy guests, and improving quality of services
- developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
Assistant Front Office Manager
DoubleTree By Hilton Hotel & Convention Centre
09.2014 - 07.2015
- reported to Front Office Manager
- supervised employees: 20 staff members
Front Office Supervisor
DoubleTree By Hilton Hotel & Convention Centre
05.2014 - 08.2014
- reported to Front Office Manager
- supervised employees: 12 staff members
Receptionist
Hilton Garden Inn
06.2011 - 04.2014
- reported to Front Office Manager
- performed basic duties related to working at hotel reception in accordance with standards and requirements of Hilton Worldwide chain
- actively subscribed guests to HHonors loyalty program; won internal competition for highest number of newly enrolled guests
- performed highest standards of hotel services
- resolved customer problems and complaints
- answered phone promptly and directed incoming calls to correct offices
- responded to inquiries from callers seeking information
- corresponded with clients through email, telephone, or postal mail.
Education
MA - Tourism And Recreation, Motivational And Business
Academy of Physical Education
Cracow01.2015
BA - Tourism And Recreation, Hospitality
Academy of Physical Education
Cracow01.2013
Hotel Industry Technician -
Gastronomy And Hotel School
Tarnowskie Góry01.2009
Skills
- guest services management
- guest complaint resolution
- guest experiences and satisfaction
- interpersonal communications
- engagement, reliability and adaptability
- problem-solving, solution-seeking attitude
- hospitality
- outstanding communication skills
- talented leader
- problem-solving abilities
- multitasking abilities
Hobbies
- kitesurfing
- yoga
- cooking and baking
- reading
Languages
Polish
Native language
English
Upper intermediate
B2
German
Elementary
A2
Timeline
Hotel Manager
Zanzibar White Sand Luxury Villas & Spa Ltd.
02.2023 - 08.2024
Reservation and Revenue Manager
Fine Hospitality Management Limited
03.2022 - 01.2023
Cluster Resort Manager
Natural Park Resort and Milele Hotel
06.2021 - 02.2022
Rooms Division & Office Manager
Pili Pili Travel Group
10.2020 - 05.2022
Sales & Revenue Manager
Vacation Club Apartments
02.2018 - 09.2020
Front Office Manager
DoubleTree By Hilton Hotel & Convention Centre
08.2015 - 01.2018
Assistant Front Office Manager
DoubleTree By Hilton Hotel & Convention Centre
09.2014 - 07.2015
Front Office Supervisor
DoubleTree By Hilton Hotel & Convention Centre
05.2014 - 08.2014
Receptionist
Hilton Garden Inn
06.2011 - 04.2014
MA - Tourism And Recreation, Motivational And Business
Academy of Physical Education
BA - Tourism And Recreation, Hospitality
Academy of Physical Education
Hotel Industry Technician -
Gastronomy And Hotel School
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