Jolanta Wiśniewska

PRE-OPENING

Assisting the Cluster Revenue Management Team in maximizing hotel revenue (rooms, M&E, F&B and others) acting a the link between the hotel operation teams and the Cluster Revenue Manager. Overall responsibility for individual and group reservations department.

- Ensuring active communication between the Meeting & Events team, Sales team and Front Office team of all reservations and Cluster Revenue Manager (CRM) related issues.
- Ensuring the hotel follows the processes and guidelines as advised by the CRM
- Pushing local revenue optimization, e.g. up-selling, cross selling, 100% days etc.
- Supporting month end reports
- Planning and co-ordinating in-house activities and package plans in conjunction with the CRM and assisting in communication and delivery with Sales & Hotel Operation Team
- Investigating and communicating market intelligence and hotel operations information to the CRM
- Communicating to the hotel teams information and benchmarking terms and results (RGI, ARI, MPI) relating to revenue management principles
- Quality checks daily benchmarking data to ensure automated input is correct
- Delivering pro-active sales and service culture within the hotel operations to support all budgeted revenues are achieved
- Attending daily / adhoc revenue calls with CRM
- Attending weekly/monthly departmental meetings (Sales, Revenue); ensuring proper follow up on hotel action points
- Ensuring hotel compliance with Brand Pricing and E-Commerce policies

Pre-opening activities including:
- pre-opening action plan
- set up of corporate identity
- set up of department's organizational scheme - Reception, Night Audit, Concierge, Guest Service Center, Individual Reservations, Executive Club Lounge, Switchboard
- staff recruitment including job descriptions and range of responsibilities
- departmental SOPs
- training plan
- research of cooperating companies re. PMS, IT solutions, hotel webside, revenue management system, staff uniforms, front office equipment, etc
- hotel collaterals project and many more

Preparation, coordination and execution of pre-opening Rooms Division's action plan including:
- recruitment & selection including team structure & budget, job adverts, job description, interviews
- training & development - crating and implementing of induction trainings for new starters, staff yearly appraisls rules, employee recognition program
- SOPs
- customer service including creation of service culture, guest loyalty program, VIP guests treatment, guest issues handling, task manager system, mystery guest concept, guest satisfaction tracking system
- categorisation requirements
- participation in research of partners to equip the hotel interiors including guest rooms, work places, hotel public areas cleaning companies + offer meetings, negotiation of the contacts, etc
- selection of suppliers of bed and table linen, terry, chemistry, in-room & bathroom equipment, staff uniforms
- hotel collaterals project - creation and coordination

- hotel pre-opening
- rooms division
- hotel operations management
- guest services (customer satisfaction & loyalty)
- front of house
- housekeeping
- people management (recruitment, trainings, motivation, team building, goals' setting & execution)

Co-participation with the Hotel Management in maximizing hotel revenue and increasing customer satisfaction;
Preparation and control of Rooms departmental budget (profits & expenses);
Efficient planning and coordination of guest supplies’ stock to ensure perfect departmental operation & high guest satisfaction;
Overall supervision of efficiency, service and product quality as well as discipline of Rooms departments’ staff (Front Desk, Concierge, Night Audit, Housekeeping, Laundry, Fitness); Responsibility for staff recruitment, appraisals process and personal development, regular monitoring of employee satisfaction level & proper action planning for improvement;
Preparation and participation in all induction and product trainings for new employees/ trainees, providing Rooms departments’ teams with service/ product trainings;
Handling all guests’ situations and complaints according to the brand standards and with positive personal image, record / interpretation of customer complaints and comments to continuously improve the hotel service, analysis of guest satisfaction surveys to identify root causes of defects for improvement and to reply to growing guests needs;
Responsibility of personalized guest service program including VIP scheme;
Hotel loyalty program – monitoring of team’s performance to meet hotel enrollment targets;
Involvement in Hotel quality / income improvement projects program - SIX SIGMA as “Green Belt";
Quality Audit inspection – participation in post-inspection meetings, analyzing of “service/product gaps’ report and prepare adequate action plans;
Personal responsibility of rebranding process including standard operating procedures, guest supplies, brand values and concept.

Building-up network of country-wide branch sales offices;
Creation of the company’s sales & price strategy;
Preparation of sales reports/ statistics and analysis;
Exploration of the student market’s needs;
Preparation of sales offers (co-operation with airlines representatives, travel agencies, school managers);
Supervision of offices’ operation & sales results;
Personnel recruitment and staff appraisals’ process;
Product trainings (preparation and coaching)

Ensure smooth and efficient operation of the department;
Contact with wholesalers, merchants, vendors and retailers;
Telemarketing and emailing;
Responding to sales inquiries - preparation of sales offers;
Close cooperation with local sales representatives;
Office correspondence;
Participating in yearly trade fairs (Poznań)

Complex check in/ check out procedures;
Currency exchange;
Local information;
Efficient operation of working shifts;
Guest complaints’ handling;
Close cooperation with Front Office Manager (improving of reception procedures, identifying staff training)