Agnieszka Kucharzak

Experience

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  Commune Office, Department of Taxes and Local Fees

  May 2009 - Sept 2009

  Administrative worker – internship

  - Carrying out documentation and petitioner service,- Assisting in the preparation of regularly scheduled reports,- Updating and maintaining office policies and procedures,- Providing general support to visitors,- Acting as the point of contact for internal and external clients,- Liaise with executive and senior administrative assistants to handle requests and queries from seniormanagers,

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  Inter Galactica Call Center

  Oct 2013 - Mar 2014

  Quality Inspector

  - Responsible for quality inspection of insurance helpline,- Responsible for checking agreements concluded by phone by using company’s tools to measure governmentstandards and law regulations,- Training for night position based on the specific industry and job responsibilities,- Approving the quality and correctness of agreements and rating customer service workers,- Finding the faults in the process and correcting them to ensures a better finished product for prospective consumers,- Having a wide understanding of the product, service and the tools of the trade,- Identifying problems, and work on a systematic approach to solve those problems with employees and management, Show less

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  WERSAL Furniture Factory

  Nov 2014 - Sept 2016

  Customer Complaint Specialist

  - Responsible for grievance procedure and support for European customers, Responsible for grievance procedure and support for European Territory (Germany, Czech Republic, Slovakia, Netherlands, France, Russia, Latvia & Greece ),- Developing marketing intelligence reports using CRM that can assist the Sales department in conveying key account management,- Educating and exciting guests by answering their questions and providing a tailored experience based upon their interests and agenda,- Gathering feedback from customers and relays feature suggestions to Product Management & Innovation leads,- Escalating issues as necessary to the Product Development and Support teams, Show less

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  Hilton

  Oct 2016 - Jan 2018

  - Assisting the Front Office Manager to oversee the entire Front Office operation to maintain high standards,- Assisting the Front Office Manager to evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement,- Ensuring regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme,- Representing the Night Manger and other senior managers in their absence, taking full responsibility of the hotel, - Monitoring the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork,- Ensuring Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices,- Maintaining good communication and working relationships with all hotel departments,- Compelling adequate handover to Early staff / Duty Manager/ Front Office Manager,- Conducting Health and Safety Checks and Night Walks,- Conducting Duty Manager shifts and supporting other departments when needed, - Managing, recording and promptly resolving issues or emergencies that arise,- Demonstrating current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area,- Completing Night Audit duties and fully preparing Front Office for daily operations, - Taking responsibility of training new Team members and preparing welcome packs,- Looking after stationery needs and all Front Office related orders via internal portal, Show less - Ensuring accurate and efficient running of reception including check in/out procedures,- Responding to Guest queries in a timely and efficient manner,- Ensuring that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from Guests and/or other departments,- Demonstrating a high level of customer service at all times,- Understand thoroughly all hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties,- Maximizing room occupancy and using up-selling techniques to promote hotel services and facilities,- Understanding correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy,- Answering switchboard calls, as required,- Ensuring all Guest deliveries and messages are received effectively and efficiently,- Acting in accordance with fire, health and safety regulations and follow the correct procedures when required,- Acting in accordance with policies and procedures when working with front of house equipment and property management systems,- Attending appropriate training courses, when required,- Following and adhering to company brand standards,- Assisting other departments wherever necessary and maintaining good working relationships with Team Members and Managers, Show less

  • Acting Night Manger

    Nov 2017 - Jan 2018

  • Assistant Night Manager

    Jul 2017 - Oct 2017

  • Front Desk Receptionist

    Oct 2016 - Jun 2017
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  Self-employed

  Feb 2018 - Feb 2020

  Freelance Consulting with ad hoc tour groups around Sri Lanka EU Markets

  - Planning domestic tours including lodging, food and transportation arrangements, negotiating with local and international tour operators, - Key Account management – Sales Leads / Data Base- Arranging pre-tour briefings; arranging for space, speakers, refreshments, and audiovisual equipment,- Preparing regular reports of progress and forecasts to internal and external stakeholders using key account metrics (CRM Tools) Helping with passport and immigration issues,- Assisting holidaymakers with check-in and settle them into their accommodation,- Communicating a range of information on itineraries, destinations, and culture,- Periodically travels to assist during tour with seat assignments, luggage, and various other problems Show less

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  BENRIDGE CARE HOMES LIMITED

  Jan 2021 - Sept 2021

  Head of Housekeeping - Benridge Care Group Ormskirk, UK

  - Providing day to day direction and support to the housekeeping team of 10, ensuring that all training and competency records for each team member are completed,- Performing regular audits with the aim of reducing waste and loss of inventory,- Hiring and training housekeeping staff,- Conducting monthly departmental meetings and setting goals with KPI’s- Ensuring staff compliance with high-level uniform and appearance requirements,- Monitoring inventory levels of products and supplies and placing purchase orders, - Reviewing on-site laundry facilities to ensure consistent quality, monitoring damaged linen, and maintaining proper par levels within budgetary guidelines,- Maintaining a clean and well-organized work environment by adhering to the Health and Safety Policies, Manual Handling and COSHH requirements, - Looking after Health and Safety Audits, CQC audits and Infection Control audits,- H&S and IPC Care Champion/ Lancashire County Council Show less

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  Bolton Stadium Hotel

  Oct 2021 - now

  Head Housekeeper

  - Directing and leading the housekeeping team, managing a staff of 20 members and ensuring the execution of daily operations to maintain cleanliness and order in all areas,- Fostering a positive and collaborative work environment, encouraging teamwork, and professional growth within the team,- Overseeing the efficient turnover of 125 bedrooms, managing room inspections, and implementing quality control measures to uphold the hotel's cleanliness standards,- Developing and implementing innovative cleaning practices to enhance efficiency and reduce environmental impact,- Implementing and maintaining guest feedback systems to continuously improve housekeeping services,- Implementing training programs to enhance staff efficiency and ensure compliance with industry standards,- Managing the housekeeping budget, ensuring efficient allocation of resources and cost-effective operations. - Overseeing stocktakes, maintenance reports and safety audits,- Scheduling Rotas and controlling spends. Show less

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  Sacred Heart RC Primary School

  Sept 2024 - now

  Parent Governor