JITKA PANGRATZOVA
United Kingdom
Summary
Accomplished professional with expertise in resident experience and service excellence, multi-site operations, and leadership. Demonstrates proficiency in budgeting, forecasting, and cost control, alongside compliance, health & safety, and risk management. Skilled in contractor and supplier management, team development and coaching, asset improvement, and project coordination. Adept at complaint resolution and service recovery to ensure optimal outcomes. Committed to driving operational efficiency while fostering a culture of continuous improvement.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Senior General Manager
aparto Student Accommodation
London
2026.02 - 2026.03
- Lead multi-site operations across London, Brighton and Reading, ensuring consistent service delivery and operational standards.
- Support and develop site managers, strengthening leadership capability and team performance.
- Oversee resident experience strategy, driving satisfaction, retention and community engagement.
- Maintain oversight of health & safety compliance, risk assessments and statutory documentation.
- Collaborate with central teams on business initiatives, process improvements and asset-enhancement projects.
- Manage budgets to ensure financial stability of the business.
- Improve staff morale with leadership training and development programs.
General Manager
aparto Student Accommodation
London
2019.04 - 2026.01
- Manage 310-bed building in London, ensuring operational excellence and high occupancy.
- Deliver strong resident satisfaction through proactive service recovery and TrustYou-driven improvement plans.
- Lead annual budgeting, reforecasting and monitoring of asset-related expenditure.
- Ensure full compliance with health & safety standards, including documentation, audits and building inspections.
- Coordinate with Facilities Management to resolve maintenance issues promptly.
- Managed major building improvement works (fire alarm upgrades, door remediation, compartmentalisation, common room refurbishment) while maintaining full occupancy.
- Navigated operational challenges during Covid-19 pandemic, ensuring safety and continuity of service.
- Handled complex complaints during fire-safety works while building was partially closed.
Hotel manager
Premier Inn
London
2011.09 - 2019.03
- Oversaw daily operations across Front of House, Back of House and Housekeeping teams.
- Led the TUPE onboarding of the housekeeping team from an external provider.
- Managed staff scheduling, training, coaching and performance reviews.
- Maintained high guest satisfaction through effective complaint resolution and service standards.
Education
Agricultural Engineering - Land Adjustment & Real Estate Trade
University of South Bohemia
České Budějovice, Czech Republic 2003.01 - 2008.01
Skills
- Resident experience and service excellence
- Multi-site operations and leadership
- Budgeting, forecasting and cost control
- Compliance, health & safety and risk management
- Contractor and supplier management
- Team development and coaching
- Asset improvement and project coordination
- Complaint resolution and service recovery
Certification
- NVQ Level 3 – Hospitality Supervision & Leadership
- IOSH Managing Safely
- First Aid at Work
INTERESTS
Travel, Music, Fitness activities
Timeline
Senior General Manager
aparto Student Accommodation
2026.02 - 2026.03
General Manager
aparto Student Accommodation
2019.04 - 2026.01
Hotel manager
Premier Inn
2011.09 - 2019.03
Agricultural Engineering - Land Adjustment & Real Estate Trade
University of South Bohemia
2003.01 - 2008.01