Customer Service Management
Resume:
IWONA URBANSKA
OBJECTIVES'
I am a seasoned and outcome-oriented professional with an established history of success overseeing operations, orchestrating events, and spearheading marketing initiatives. I possess robust organizational skills, adept leadership capabilities, and a profound comprehension of marketing, customer service, sales, and revenue optimization. My track record showcases the ability to elevate revenue streams, handle budgets, and enhance operational effectiveness.
CONTACT
PHONE:
WEBSITE:
(42) Iwona Urbanska LinkedIn
Meet Iwonka Urbanska Hospitality Manager - SHOUTOUT MIAMI
Conversations with the Inspiring Iwona Urbanska - Voyage MIA Magazine Miami City Guide
EMAIL:
ad1urp@r.postjobfree.com
REFERENCES’
Nuria Hernandez
Zuma London
Karim Benitez
Zuma Miami
Thomas Guillaume
Marion
Peter Singsani
Osaka
Eduardo Suarez
Casa Florida
Brian Sell
513 – 544-1121
Laurel – Ariete Hospitality Group
PROFESSIONAL SKILLS
Team Leadership
Critical Thinking
Problem-Solving
Communication & Negotiation
Restaurant Management
Guest Relations Management
Reservation Management
Customer Satisfaction
Marketing & Sales
Promotional Campaigns
Advertising
Project Management
Process Enhancement Business Development
Employees Records – Data Database
TECHNICAL SKILLS
MS Excel/Word/PowerPoint/Access/Outlook
Room Master
Open Table
Quadrant
Seven Room
Tripleseat
Tock Timo Com
POS
Toast
Canva
Active Campaigns
LANGUAGES
Russian – Basic
Czech – Speaking
Polish
Spanish - Basic
English
EDUCATION
Bachelor of Politics Science, Minor in Media and Social Communications - PR, The Private University of Banking in Poznań,
Architecture - Minor in Building Documentation, Technical College of Building,
English Course, University of Cambridge
WORK EXPERIENCE
October 2022– September 2023
General Manager Ariete Hospitality Group
As general manager at Ariete Hospitality Group, I spearheaded various critical aspects of the business, orchestrating a range of impactful improvements and initiatives:
Orchestrated seamless day-to-day restaurant operations while diligently analyzing sales data to gauge monthly profit and loss.
Achieved a significant boost in company revenue, implementing strategic measures that yielded substantial financial growth.
Demonstrated adept leadership in organizing and overseeing the Marketing team, ensuring a cohesive approach that enhanced brand visibility and engagement.
Successfully coordinated various events, leveraging a keen eye for detail and a knack for flawless execution to create memorable experiences.
Functioned as a dedicated Project Manager, overseeing the conception and execution of captivating guest experiences that set the stage for unparalleled satisfaction.
Excelled in the crucial realm of guest relations, handling interactions with finesse and proficiency to elevate overall guest satisfaction and loyalty.
Proactively promoted and marketed the company, skillfully navigating the landscape to heighten brand presence and impact, all while maintaining vigilant oversight of the management team's performance.
Played a pivotal role in talent acquisition by recruiting and onboarding new employees, instilling in them good work habits and a deep understanding of product knowledge and effective sales techniques.
Spearheaded the creation of comprehensive company documentation, consolidating vital processes and insights into a coherent framework that streamlined operations.
Demonstrated instrumental prowess in launching a new restaurant, effectively orchestrating all facets of the opening process to ensure a seamless and successful debut.
Throughout my tenure, I've consistently showcased a blend of strategic vision, operational finesse, and an unwavering commitment to excellence, contributing significantly to Ariete Hospitality Group's growth and success.
May 2022 - December 2022
Director of Events - Genea Manager - Casa Florida
As the manager of Casa Florida, I assumed a multifaceted role overseeing various operational and managerial aspects of the restaurant. My responsibilities encompassed:
Orchestrating daily store operations and conducting comprehensive sales analyses to gauge monthly profit and loss.
Achieving notable growth in company revenue by implementing strategic measures.
Exemplifying strong leadership by effectively managing and guiding the Marketing team.
Spearheaded coordinating diverse events, from weddings and special occasions to corporate gatherings.
Curating exceptional guest experiences, including engaging women's panels, vibrant salsa nights, revitalizing yoga mornings, captivating fashion shows, and immersive cocktail experiences.
Navigating guest relations with finesse and skill while fostering collaborations with hotels and restaurants to enhance overall guest satisfaction.
Pioneering efforts in promoting and marketing the company while maintaining vigilant oversight of the management team's performance.
In this dynamic role, I undertook a holistic approach to ensure seamless operations, unparalleled guest experiences, and a steadfast commitment to company growth and excellence.
Feb 2022 – May 2022
Director of Events & Marketing Specialist (Consulting) Portosole
Strategically enhanced sales strategies and streamlined processes, resulting in revenue maximization. Skillfully managed price positioning, orchestrated effective merchandising, and executed impactful promotional campaigns across social media and web platforms.
Spearheaded negotiations for internal and external sponsorship agreements, demonstrating adept budget management and meticulous invoicing. Oversaw end-to-end production while fostering professional development fostering a cohesive team that consistently delivered successful events.
Developed comprehensive marketing materials and precise event production timelines for clients, ensuring seamless communication and coordination.
Revolutionized customer and prospective campaign delivery through personalized targeting, refined delivery mechanisms, and comprehensive reporting, resulting in heightened campaign effectiveness.
Sep 2019- February 2022
Restaurant Manager OSAKA Miami/MCK Florida
As the Restaurant Manager at OSAKA Miami/MCK Florida, I spearheaded the establishment's seamless day-to-day operations while meticulously analyzing monthly sales for profit and loss. Key highlights of my role include:
Recruiting and nurturing a dynamic team of employees, guiding them to adopt strong work ethics, mastering product knowledge, and refining their sales acumen.
Crafting and implementing a comprehensive business strategy that introduced streamlined systems and procedures, leading to elevated operational quality and efficiency.
Bolstering our operational triumphs by ensuring optimal staffing levels, providing rigorous training, upholding compliance with OSHA regulations, and orchestrating prompt and impeccable customer service.
Through these efforts, I not only maintained the operational integrity of the restaurant but also contributed to its sustained growth and reputation for excellence.
Miami Sep 2018 - Sep 2019
Guest Relations Manager Mr. Hospitality, Marion, El Tucan – Baoli
Managed and facilitated reservations via email, fax, and phone, overseeing requests and authorizing adjustments or cancellations across all facilities.
• Formulated and upheld comprehensive training manuals for the reservation Office while curating customized event menus to guarantee exceptional customer experiences.
• Participated in weekly organization-wide staff meetings, actively engaged in departmental sessions, and meticulously recorded meeting minutes. This systematic approach ensured effective follow-up and resolution of recurring issues.
• Spearheaded the introduction of an enhanced membership fulfillment procedure, resulting in heightened efficiency and elevated customer satisfaction levels.
• Collaborated closely with Department Heads to devise and execute initiatives to augment guest retention and overall satisfaction.
Work directly with the event department and entertainment department
Zuma Miami/ Zuma London – Azumi May 2017 – Sep 2018 / Oct 2014 – May 2017
Reception Manager/ Front Desk Manager
Orchestrated comprehensive regulatory compliance and risk assessment efforts, guaranteeing unwavering adherence to relevant rules and regulations by all personnel.
Spearheaded the exploration, evaluation, and execution of guest service strategies, leading to notable enhancements in guest satisfaction levels.
Commanded pivotal, high-profile events and adeptly managed emergencies and crises, offering dedicated assistance to VIPs requiring personalized attention.
Formulated and executed training modules tailored for seasonal staff, concurrently instituting a systematic inventory program encompassing all departmental supplies.
Oct 2014 – Aug 2014
Sanctum Apartment Service London
Hotel Reception Manager
Trained hotel staff to understand the value of discount rates for frequent return guests over increased rates for one-time stays
Oversaw daily operations of the hotel front office, which consisted of answering phones, creating hotel reservations, assisting guests with luggage, and checking in and out of the hotel
Performed front desk duties, including guest registrations, blocking rooms, and booking new reservations.
Create and implement new department policies and procedures that ensure excellent customer service and a safe working environment for all staff.
ADDITIONAL EXPERIENCE
Guest Relations Chef
The Rang, The Glasshouse Kew Garden – Michelin Star Restaurant London
Mar 2014 – Aug 2014
Assistant Sales Manager
Step Up Retail Limited Cambridge
Jun 2012 – Jan 2014
Lettings Administrator/Property Supervisor
Belvoir Peterborough
Dec 2011 – Jun 2012
Inventory Administrator/Warehouse Manager
Ideal World Shopping Cambridge
Feb 2009 – Dec 2011
General Manager
Gem Lounge Peterborough
Jan 2007 – Jan 2009
Transport Planner Specialist – Import/Export
Mich Poland
Aug 2005 – Jan 2007
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