Magdalena Gorzelak

Experience

• 

  Centrum Konferencyjno - Hotelowe "Alicja"

  Sept 2011 - Oct 2013

  • recruiting, training and monitoring of the staff• planning work schedules for individuals and teams• supervising the night-shift receptionists, front desk staff, restaurant team and housekeeping team• setting and achieving sales and profit targets• supervising maintenance, supplies, renovations and furnishings• dealing with contractors and suppliers; carrying out inspections of property and services• negotiating all supplier contracts• filling in administrative records and relevant paperwork• dealing with basic accounting duties Show less • meeting and greeting customers, welcoming guests at the front desk• processing reservations by e-mail or telephone• answering guests’ questions about a hotel’s amenities and providing information about local business or attractions• dealing with customer complaints and comments • addressing problems and troubleshooting• managing guest expectations and requirements• planning and organizing accommodation, catering and other hotel services• planning and organizing meetings and conferences• planning and organizing weddings, banquets and other parties• ensuring that events and conferences run smoothly Show less

  • Hotel Manager

    Mar 2012 - Oct 2013

  • Reservation Agent | Receptionist

    Sept 2011 - Oct 2013
• 

  Weco-Travel

  Nov 2013 - now

  • dealing with critical situations• providing feedback and advocacy on customer pain-points to the team• supporting team with all sorts of matters• identifying potential partners whose offerings can enhance customer satisfaction • meeting with the suppliers• monitoring high quality customer services• partnering with the sales team to ensure that new customers are onboarded successfully• identifying opportunities across the customer lifecycle to increase customer satisfaction and revenue• contacting with hotels to load rates or to negotiate possible payment methods; cooperating with other departments• assuming the general manager’s responsibilities during her absence Show less • booking hotels, transfers and starting NOV'17 also flights, cars and insurance through GDS and non GDS channels • handling enquiries over the telephone and in writing• co-operation with the client in order to determine their needs and suggest suitable travel services• seeking for the appropriate hotel options and offering the best deals in terms of given requirements;• following company procedures, guidelines and customer service standards;• work on multiple systems and applications;• direct contact with hotels and suppliers;• ensuring that all bookings are processed accurately;• processing payments;• dealing with any occurring travel problems, complaints and refunds;• resolving customer inquiries and request and ensuring strong customer satisfaction• working with internal teams to ensure prompt and accurate order processing and delivery Show less

  • Product Owner

    May 2021 - now

  • IT Project Manager

    Dec 2018 - May 2021

  • Hotel Department Deputy Manager

    Jan 2017 - Dec 2018

  • Corporate Travel Consultant

    Nov 2013 - Dec 2018