Summary
Overview
Work history
Education
Skills
Certification
Interests
Languages
Timeline
OfficeManager
Dawid Orlowski

Dawid Orlowski

London

Summary

Meticulous, enthusiastic, and cooperative team player with over 4 years of experience in the customer service field. Methodical and agile, with an ability to work efficiently under pressure, fulfilling tasks timely even towards tight deadlines. Seeking opportunities in a customer service area where skills and expertise can be utilised with ability to grown and expend knowledge in all accessible areas of the business.

Overview

6
6
years of professional experience
1
1
Certification

Work history

Senior Front Desk Hospitality Agent

Sonder
London
09.2022 - Current
  • Play crucial role in ensuring overall satisfaction and exceptional experience of the guests
  • Responsibilities encompass wide range of tasks, including guest assistance, project coordination, team coaching, and various administrative duties
  • Being face of the company and providing excellent service and support to guests both in person and through various communication channels like Salesforce (chat, SMS, email)
  • Handle guest inquiries, requests, and issues promptly and professionally, striving to exceed their expectations, Salesforce Communication: Utilise Salesforce to engage with guests through chat, SMS, and email
  • Maintain clear and concise communication to address their needs and inquiries effectively
  • Conduct routine checks throughout the hotel premises to ensure everything is in order and up to the high standards set by Sonder
  • Project Coordination: collaborate with management on various projects aimed at enhancing guest experiences and improving company operations: an example of this includes assisting in the successful opening of a breakfast bar in the hotel
  • Team Collaboration: Work closely with the maintenance and housekeeping teams to ensure a seamless operation and address any maintenance issues that may arise promptly
  • Team Coaching: Provide daily coaching and mentorship to team members, focusing on guest-related interactions and service excellence
  • Systems Management: Work on multiple systems such as CRM (Customer Relationship Management) and HMS (Hotel Management System) to manage guest information and track operations effectively
  • F&B Stock Orders: Coordinate and manage stock orders for the Food & Beverage department, ensuring a well-stocked inventory to meet guest demands
  • Maintenance: Act as a liaison between guests and the maintenance team, troubleshooting and resolving any maintenance issues promptly to maintain the quality of our accommodations
  • Concierge tasks: Made accommodations and travel arrangements for visitors
  • Revenue and reservation tasks: Took guest reservations over the phone, in person and via computer and provided confirmations

Hospitality Agent

Sonder
London
12.2021 - 09.2022
  • Greeted hotel guests and provided them with necessary information
  • Assisted guest with their queries and met their expectations followed by company standards
  • Helped and supported new staff members familiarising with the company structure
  • Ensured that all daily assigned work load to be completed at the end of each day
  • Engaged and build connection with guests over time of their stay
  • Took ownership of assigned projects and ensured that they are completed within the deadline
  • Assisted management with required work and supported with multiple projects
  • Ensured daily that the operation of the hotel run unproblematic while on shift
  • Resolved guest issues best to my knowledge to create positive experience for them
  • Created and communicated clear, detailed itineraries ahead of travel.
  • Remained knowledgeable on popular attractions and experiences to provide additional travel advice.
  • Resolved complaints, cancellations and refunds with mutually beneficial solutions.

Team Leader

Pret A Manger
London
06.2021 - 12.2021
  • Managed stock requirements including sales trend analysis on daily basis
  • Set up the shop, ensuring it is ready to operate daily
  • Fostered positive employee relationships through communication, training and coaching.
  • Implemented and documented standard operating procedures to comply with audit and safety requirements.
  • Drove team to consistently exceed critical Key Performance Indicator (KPI) targets
  • Led shifts and motivated team to drive sales.
  • Trained and empowered staff to resolve complaints appropriately to maintain customer satisfaction.
  • Participated in safety and risk assessments and suggested hazard reduction strategies.
  • Reported all accidents, near miss incidents and work-related ill health conditions to supervisor.
  • Managed accurate and timely delivery of dispatch orders to customers.
  • Undertook regular performance reviews to identify areas for improvement.
  • Followed opening, closing and shift changeover procedures for seamless operations.
  • Educated customers on the latest products and offers
  • Controlled waste management
  • Fulfilled daily tasks in a timely manner; ensuring the efficient flow of the workload
  • Accurately and actively answering customers' queries in person as well as on the phone.
  • Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
  • Resolved employee relations issues and navigated disciplinary proceedings.

Barista

Pret A Manger
London
04.2019 - 06.2021
  • Opened register and carried out other opening duties
  • Trained new team members with positive reinforcement and respectful encouraging coaching
  • Arranged merchandise in innovative and eye-catching displays
  • Educated co-workers and customers about new products
  • Oversaw and checked all the daily product deliveries
  • Dealt with day-to-day tasks, such as allocating duties and staff breaks
  • Processed daily transactions.
  • Built and nurtured customer loyalty by remembering personal preferences.
  • Produced high-volume coffee orders quickly and accurately, meeting customer demand.
  • Trained new and junior staff members on coffee-making techniques, including grinding, steaming and latte art.
  • Used excellent memorisation skills to maintain extensive drinks menu, ingredients and recipe knowledge.
  • Thoroughly cleaned and maintained coffee machines, reducing faults and issues for smooth, efficient service.
  • Maintained clean, organised cafe workspaces, enabling co-workers to readily locate required supplies.
  • Managed peak cafe hours effectively, creating and delivering drinks swiftly to maintain efficient service.
  • Studied and re-designed processes to improve quality of coffee and cafe products.
  • Updated job knowledge by reading coffee trade publications and participating in educational opportunities.
  • Performed all opening and closing duties fully and accurately to maintain cleanliness of café equipment.

Team Member

Pret A Manger
London
09.2018 - 04.2019
  • Prepared and displayed products in line with merchandising requirements
  • Reported to the shop manager and maintained the overall functioning of the shop
  • Learnt how to work efficiently under pressure
  • Satisfied customers' needs by serving customers and addressing questions and concerns in an efficient manner to increase overall customer satisfaction
  • Accurately processed daily transactions, with no shortages/overages on a daily basis, with speed when serving customers to increase restaurant sales.
  • Demonstrated proper food handling and safety standards.
  • Completed opening and closing checklists to create welcoming store environment.
  • Kept work areas spotlessly clean for optimal hygiene levels and consistent customer satisfaction.
  • Handled customer complaints using quick decision-making to resolve issues.
  • Received incoming stock shipments, rotated current supplies and placed new items into correct storage locations.
  • Took cash and card payment at checkout, providing correct change and receipts when requested.

Waiter

Magnet Bar & Restaurant
Londonderry, NIR
07.2017 - 08.2018
  • Put customer needs and preferences first all the time
  • Satisfying their dietary restrictions whilst delivering high-class customer service
  • Learnt how to work efficiently individually as well as being a part of the team
  • Developed time-management skills and attention to detail.
  • Assisted customers with menu selection, offering knowledge of current special dishes and personal recommendations to build rapport.
  • Warmly greeted guests upon arrival to create welcoming atmosphere.
  • Served high volumes of guests in fast-paced service environments with exceptional customer care.
  • Managed restaurant closing duties, from cleaning dining areas to cashing up tills.
  • Kept guest tables neat and tidy by regularly clearing away dirty dishes and used glasses and wiping down surfaces.
  • Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimising potential service delays.

Education

Some College (No Degree) - Food Technology And Catering

Technical School of Catering
04.2018

Skills

  • Leadership
  • Communication skills
  • Organisational skills
  • High attention to detail
  • Tech skills: Zoom, Google Suite, MS Office, ePOS systems, Windows, MS Teams, CRM, HMS, Salesforce
  • Decision-making abilities
  • Office management
  • Sales strategies
  • Conflict resolution
  • Customer service

Certification

Obtained the EFSET English Certificate C1 (Advanced) Level Received recognition for an outstanding customer service ICQ Level 2 Award in Barista Skills Food and Catering Technician Diploma

Interests

Cooking, sewing, interior design, crafts, travelling

Languages

Polish
Native
English
Fluent

Timeline

Senior Front Desk Hospitality Agent

Sonder
09.2022 - Current

Hospitality Agent

Sonder
12.2021 - 09.2022

Team Leader

Pret A Manger
06.2021 - 12.2021

Barista

Pret A Manger
04.2019 - 06.2021

Team Member

Pret A Manger
09.2018 - 04.2019

Waiter

Magnet Bar & Restaurant
07.2017 - 08.2018

Some College (No Degree) - Food Technology And Catering

Technical School of Catering

Similar Profiles

Create profile
Dawid Orlowski