General Manager Customer Service

KATARZYNA NOWAK

San Marcos ***** TX

Tel 305-***-****

*****.******@*****.***

HOSPITALITY MANAGEMENT

Highly-skilled Management professional with expertise providing operations management in hotel industry. Proficient in areas of planning, purchasing, and budgeting and labor control. Exceptional interpersonal, customer service, liaison, and follow-through skills. Skilled in providing leadership, mentoring and training in multi-cultural environments.

CAREER ACCOMPLISHMENTS

2018 Key West General Manager of the Year award recipient from The Lodging Association of the Florida Keys

Member of the Board of the Directors for Florida Keys Lodging Association and Florida Restaurant & Lodging Association

Acting General Manager for Casa Marina & The Reach for three months during transition of Managing Director

Implemented wage progress report for Rooms Department to ensure expense control and budgeted productivity; Assisted with renovation of 461 rooms

Began INS H2B visa program for workers from Poland

Created extensive training program for employee and contract labor according to Hilton standards

Controlled Rooms Department budget by maintaining a monthly checkbook to maximize profit

Reconciled monthly general ledger financial review; During tenure, QA inspection passed with good results for first time

PROFESSIONAL EXPERIENCE

MEISEL HOLDINGS November 2016 – June 2020

General Manager of Key West Hospitality

Oversee all hotel operations and management of three properties including H2O, Santa Maria Suites, South Winds Hotel and newly opened Tipsy Rooster bar and liquor store.

Launched H2O Luxury Suites, a 4 Diamond Award and #1 on Trip Advisor one year after opening with 22 luxury suites

Created and implemented all departmental SOP's and training manuals, grooming and uniform standards and a detailed hurricane plan with LSOP

Created numerous promotional packages to increase revenue and guests satisfaction

Budgeting, forecasting, controlling expenses, processing invoices and approving them

Acting Human Resources representative as there are none on property

Created employee incentive and recognition programs

Oversee all daily operations - all departments

Proud sponsor of Key West Police Department Love Fund, Wesley House, SOS mission and other fund raising events for FRLA and local non-profits

CASA MARINA AND THE REACH RESORT, Key West, FL June 2006 – November 2016

Executive Committee, Resort Manager

Lead, direct and manage all hotel operations including budget, forecast and managing labor reports

Year over year meeting financial results achieving EBITA and budget

Ensure guest and team member satisfaction, replying to all inquiries in timely manner

Recruit, interview and train team members

Coordinate post renovation opening of guest rooms, lobby, public areas and restrooms, fitness center, pool and meeting facilities

Oversee Department Managers for Housekeeping, Security, Guest Services, Rooms Control, Bellstand and all public areas; put into effect brand standards for compliance and quality control

Implement Smoke Free, Pet Friendly, Green Palm, True Waldorf Service, personal concierge

Assist in site visits for Sales/Catering Team and provide support for large functions such as July 4th

Conduct weekly property inspection with Engineering and Housekeeping to ensure compliance with preventive maintenance program

CASA MARINA AND THE REACH RESORT, Key West, FL 2000 – June 2006

Director of Housekeeping

Oversee all aspects of Housekeeping Department operations including budgeting, purchasing, staffing, and training

Maintain monthly supply and laundry inventory

Implement employee relations and service training programs

Interview and hire new managers and associates

Implement training programs, maintain cleanliness standards and manage laundry department

EDUCATION

UNIVERSITY OF JAGGIELONSKI, Kracov, Poland

Masters in World History

Proficient in English, Polish, Russian and Czech

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