Evelina Kostecka

Joined the pre-opening team for this project focusing on the guest relationship building, reservations & reception departments.

• Established operations and relationships with hotels, lifestyle concierges, and neighbours prior to opening.
• Integrated multiple reservation platforms to function seamlessly together.
• Introduced global platforms across four venues, ensuring operational efficiency through training and management support.
• Developed guest journey from initial booking to departure.
• Prepared comprehensive training materials for reservations and reception departments, including manuals and SOPs.
• Collaborated with marketing team to enhance offerings for neighbours, local corporates, influencers, and regular guests.

Participated in the new opening of BAM London.

• Developed reservations and event sales strategies to enhance operational efficiency.
• Established reservations and events departments from platform integration to operation..
• Directed all reservations and guest relations activities across six BAM Karaoke venues.
• Trained teams to maximise demand and upsell effectively while optimising guest experience.
• Collaborated with operations and site leadership to improve guest flow and pacing.
• Cultivated strong relationships with regulars, VIPs, and key guests across the brand.
• Analysed data to identify new goals, improvements, and strategies for business growth.

Head of Guest Relations across food and beverage outlets including: Sette restaurant, Nolita late-night bar and hotel lounge.

• Introduced innovative feedback methods to elevate product and service quality.
• Compiled monthly reports on guest feedback trends to guide operational improvements.
• Maintained comprehensive records of guest preferences for personalised service.
• Managed reservations across three outlets, optimising resource utilisation.
• Streamlined booking processes through advanced software systems.
• Created lasting relationships with regular, high-net-worth, and VIP guests.
• Evaluated reception and reservation staff performance, identifying areas for enhancement.
• Collaborated with management teams to deliver unforgettable stays and dining experiences.
• Coordinated resolution of disputes between guests and departments to ensure satisfaction.

• Managed Reception and Reservations department, overseeing 7-9 receptionists and hosts.
• Ensured delivery of high-quality service and accurate booking processes.
• Resolved guest issues related to reservations, enhancing customer satisfaction and generating positive reviews.
• Conducted regular audits of reservation records to uphold accuracy and minimise discrepancies.
• Collaborated with local concierges to maintain a steady flow of guests and secure recommendations.
• Monitored customer feedback to ensure satisfaction and deliver exceptional service.
• Evaluated employee performance, providing constructive feedback to foster skill development.
• Recruited and hired staff while implementing a mentoring programme to encourage engagement.