EMILIA GAJEWSKA
Milton Keynes
Summary
Accomplished professional with extensive expertise in hospitality management, human resources management, and sales & revenue management. Demonstrates proficiency in catering services, compliance management, and client relations, ensuring seamless operations and exceptional customer service. Skilled in hospitality management, process improvement, and training & development, fostering leadership and motivation within teams. Recognised as a mental health first aider with strong capabilities in active listening & empathy. Adept at negotiation & persuasion, account management, customer needs analysis, and customer contract management. Committed to driving organisational success through strategic initiatives and continuous improvement.
Overview
22
22
years of professional experience
6
6
years of post-secondary education
Work history
Group Hospitality Manager
Springdene Care & Nursing Homes
North London
12.2024 - 06.2025
- Implemented new hospitality operational standards across all three privately run care homes.
- Introduced innovative 'restaurant quality' dining standards, enhancing creative food plating, table setups, and service delivery.
- Supervised front-of-house operations, ensured top-quality customer service.
- Conducted performance reviews, identified areas of improvement.
- Facilitated regular residents' meetings to enhance satisfaction and overall well-being.
- Managed financial budgets for all hospitality departments efficiently.
- Proactively addressed residents' feedback and complaints to ensure service excellence.
- Managed supplier relationships for better product quality.
- Created comprehensive hospitality templates including balanced menu cards and appealing welcome brochures.
- Implemented new food safety protocols for improved hygiene standards.
Hospitality Services Manager & CRM Functions
Maria Mallaband Care Group
Milton Keynes / Bedford
05.2021 - 12.2024
- Sustained outstanding hospitality within the home by providing robust leadership.
- Led and inspired all hospitality and ancillary staff members towards exceptional service delivery.
- Controlled costs effectively while identifying and maximising revenue opportunities.
- Prepared and setup all areas of a brand new commissioning luxury care home in readiness to welcome new Residents.
- Increased awareness and referrals to the care home through relationship development with clinical consultants, legal professionals, care agencies, hospital discharge teams and charity organisations.
- Promoted the care home via strong community relationships and drive enquiries through events, sponsorship and PR.
- Managed sales enquiries efficiently to optimise sales and occupancy rates of the care home.
- Hosted prospective customer visits, completed follow up calls, identified key referral groups.
- Coordinated with care teams, conducted regular check-ins with residents, and facilitated smooth communication between residents and their families.
- Organised and coordinated events to promote the home and showcase its outstanding care offering.
- Worked closely with the sales team to ensure coordinated efforts in achieving targets.
HR & Pensions Advisor, CIPD L5
Options Pensions
Milton Keynes
12.2020 - 05.2021
- Undertook a range of administrative duties related to the pension client function.
- Provided administrative support to the Pensions Manager, ensuring efficient operations.
- Maintained accurate membership records on the administration system.
- Handled general queries from members, employers, and Trustees with professionalism.
- Supported HR Manager with all HR administrative tasks.
- Maintained privacy of sensitive information by adhering to data protection regulations diligently.
- Liaised between different departments, facilitating smooth inter-departmental operations.
Business Development Manager
Mega Care & Nursing
Bedford
04.2020 - 11.2020
- Executed a strategic growth plan within the branch and surrounding areas.
- Identified new business opportunities, including new markets, new clients, new partnerships or new products and services.
- Oversaw and supported the administration and clinical teams in achieving organisational goals.
- Supported HR Director with employee relations, payroll and recruitment processes.
- Built relationships with new clients, gauged their needs and developed proposals to address these needs.
- Negotiated contracts with vendors to secure best possible terms.
- Managed key accounts, ensuring high levels of customer satisfaction.
Area Manager
WGC Group
M1 Corridor / London
01.2015 - 04.2020
- Oversaw operations across 10 hotel contracts and coordinated with 1 Multi Site Manager to ensure consistency.
- Managed all aspects of payroll, recruitment and employee relations effectively.
- Regularly met and carried out thorough walk-arounds with hotel managers to ensure compliance and identify improvement areas.
- Held financial responsibility for budgets and contracts, ensuring fiscal integrity.
- Conducted regular quality audits to ensure compliance and produced necessary action plans for managers.
- Resolved client issues promptly, ensuring high levels of satisfaction.
- Managed business relationships to ensure loyalty and long-term commitment.
- Established strong rapport with clients through regular communication.
Hotel Operations Manager
De Vere Hotels
Buckingham
01.2012 - 01.2015
- Oversaw reception, housekeeping, conference, banqueting, and food & beverage departments to ensure excellent service.
- Managed all conferences and weddings, delivering memorable experiences for clients.
- Worked alongside all HODs to ensure the smooth running of the day-to-day operations.
- Maximised financial opportunities and achieved pro-active up-selling environment throughout the hotel.
- Ensured compliance with all HR policies at all times to maintain a productive work environment.
- Carried out regular inspections of all departments in the areas of guest service delivery, cleanliness, presentation, service delivery, employee presentation and grooming.
Hotel General Manager
Premier Inn / Whitbread
Milton Keynes
12.2008 - 01.2012
- Held overall responsibility for hotel operations and performance, driving profitability.
- Provided strategic leadership and direction for all hotel departments, aligned operations with brand standards and business objectives.
- Fostered a culture of excellence, collaboration, and continuous improvement among staff.
- Ensured effective cost controls were implemented throughout the establishment.
- Analysed profit and loss statements and prepared necessary reports for executive review.
- Led excellence for the guest journey, ensured brand values and service behaviours were delivered consistently in a professional and friendly environment, with a view to building the reputation of the hotel.
Hotel Deputy General Manager
Premier Inn / Whitbread
Ipswich
01.2008 - 12.2008
- Oversaw reception and housekeeping departments, ensuring exceptional first impressions.
- Managed all back office operations, including reception, filing systems, purchasing supplies, and equipment maintenance.
- Supervised bookings, cancellations, and communications via phone, email, and online systems; ensured accurate records and availability.
- Coordinated with reception, housekeeping, maintenance, and third party restaurant to ensure seamless guest experiences.
- Maintained reception records, occupancy reports, and handled cash, billing, and financial procedures with accuracy.
- Handled customer inquiries, concerns, and complaints efficiently and professionally.
- Guaranteed all guests were greeted and checked in promptly for enhanced satisfaction.
- Completed weekly audits to achieve and maintain company standards.
Receptionist
Premier Inn / Whitbread
Southampton
08.2006 - 01.2008
- Delivered world-class customer service to all guests, ensuring a welcoming environment.
- Welcomed guests, checked them in and out, and provided information about hotel services, amenities, and local attractions.
- Prepared bills and completed all administrative duties with accuracy and efficiency.
- Achieved a minimum of 95% on reception audits, demonstrating high operational standards.
- Took and confirmed reservations (phone, email, in-person), handled cancellations, and managed room assignments.
HR Administrator & Translator
Rich's Products Ltd
Fareham
08.2005 - 08.2006
- Translated contracts of employment and induction documents to ensure clear communication.
- Assisted with the recruitment process, contributing to staffing efficiency.
- Facilitated smooth communication between employees and management, fostering a positive workplace culture.
- Assisted HR Manager with employee relations and payroll queries.
- Liaised with foreign clients to facilitate better understanding.
- Assisted in business meetings for effective bilingual conversation.
- Improved client relationships by providing accurate and timely translations.
Travel Agent Consultant
TUI Travel Agency
Krakow
09.2003 - 07.2005
- Offered personalized advice and suggestions on destinations, accommodations, activities, and transportation based on client needs and preferences.
- Utilized online booking systems and liaised with travel partners (e.g., airlines, hotels, tour operators) to secure flights, accommodations, and other travel arrangements.
- Maximised sales opportunities through effective upselling techniques.
- Addressed any issues or changes that might arise during the booking process or while clients were on their trip.
Education
Level 3 - Food Hygiene and Safety in Catering
High Speed Training
01.2025 - 02.2025
Diploma - Combined HR & Payroll Management
New Skills Academy
09.2020 - 06.2021
CIPD Level 5 - Human Resources Management
Bedford College
09.2018 - 06.2019
NVQ Level 4 - Advanced Apprenticeship in Hospitality Management
City & Guilds
10.2010 - 06.2012
NVQ Level 3 - Front Office Management
City & Guilds
12.2008 - 05.2010
First Degree Diploma - Hotel & Tourism Industry
University of Hospitality & Tourism
09.2003 - 06.2005
Skills
- Hospitality Management
- Human Resources Management
- Sales & Revenue Management
- Catering Services
- Compliance Management
- Client Relations
- Payroll Management
- Process Improvement
- Training & Development
- Leadership & Motivation
- Customer Service
- Mental Health First Aider
- Hotel Management
- Active Listening & Empathy
- Negotiation & Persuasion
- Account management
- Customer needs analysis
- Customer contract management
Accomplishments
- Hospitality Manager of the Year 2024 Award
- Area Manager of the Year 2017 Award
Timeline
Level 3 - Food Hygiene and Safety in Catering
High Speed Training
01.2025 - 02.2025
Group Hospitality Manager
Springdene Care & Nursing Homes
12.2024 - 06.2025
Hospitality Services Manager & CRM Functions
Maria Mallaband Care Group
05.2021 - 12.2024
HR & Pensions Advisor, CIPD L5
Options Pensions
12.2020 - 05.2021
Diploma - Combined HR & Payroll Management
New Skills Academy
09.2020 - 06.2021
Business Development Manager
Mega Care & Nursing
04.2020 - 11.2020
CIPD Level 5 - Human Resources Management
Bedford College
09.2018 - 06.2019
Area Manager
WGC Group
01.2015 - 04.2020
Hotel Operations Manager
De Vere Hotels
01.2012 - 01.2015
NVQ Level 4 - Advanced Apprenticeship in Hospitality Management
City & Guilds
10.2010 - 06.2012
Hotel General Manager
Premier Inn / Whitbread
12.2008 - 01.2012
NVQ Level 3 - Front Office Management
City & Guilds
12.2008 - 05.2010
Hotel Deputy General Manager
Premier Inn / Whitbread
01.2008 - 12.2008
Receptionist
Premier Inn / Whitbread
08.2006 - 01.2008
HR Administrator & Translator
Rich's Products Ltd
08.2005 - 08.2006
Travel Agent Consultant
TUI Travel Agency
09.2003 - 07.2005
First Degree Diploma - Hotel & Tourism Industry
University of Hospitality & Tourism
09.2003 - 06.2005
Similar Profiles
Keith GarciaKeith Garcia
Aged Care Catering Assistant at Bupa Aged Care: Aged Care Homes & Nursing HomesAged Care Catering Assistant at Bupa Aged Care: Aged Care Homes & Nursing Homes
Amandeep SandhuAmandeep Sandhu
Registered Nurse/ Charge Nurse at Caressant Care Nursing and Retirement Homes Ltd.Registered Nurse/ Charge Nurse at Caressant Care Nursing and Retirement Homes Ltd.
Nilsa FocbitNilsa Focbit
Dietry Aide at Caressant Care Nursing & Retirement Homes Ltd.Dietry Aide at Caressant Care Nursing & Retirement Homes Ltd.
Seneha ManojSeneha Manoj
Online Legal assistant at Messrs Azim Kelvin Zaefri & AssociatesOnline Legal assistant at Messrs Azim Kelvin Zaefri & Associates
JOSEPH FYNNJOSEPH FYNN
Warehouse Operative at Side KickWarehouse Operative at Side Kick