Marcin Pawel Stypula
Sunbury on Thames
Summary
Accomplished Hospitality Manager with extensive experience in hospitality and customer service management, including roles as Lounge Manager and Customer Service Manager. Demonstrated expertise in team leadership, event planning, and compliance with health and safety regulations. Proven track record of enhancing customer satisfaction through effective team management, training, and operational efficiency. Adept at problem-solving, critical decision-making, and fostering professional networks. Career goal: to leverage extensive experience in a senior management role within the hospitality industry to drive operational excellence and customer satisfaction.
Professional with solid background in cleaning management, prepared to lead teams effectively. Focus on maintaining high standards and ensuring exceptional cleanliness. Strong skills in team collaboration, problem-solving, and adapting to diverse environments. Known for reliability, flexibility, and results-driven approach. Proficient in quality control, safety protocols, and training team members for optimal performance.
Overview
12
12
years of professional experience
Work History
Commercial Cleaning Supervisor (AD-hoc/ Weekends
Eagle Cleaning Service LTD
09.2025 - Current
- Collaborated with owner to develop best practices for efficient operations across multiple locations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Implemented environmentally friendly practices, reducing waste while maintaining effective cleaning results.
- Enhanced client satisfaction with thorough attention to detail in all cleaning tasks, ensuring spaces were well-maintained and presentable.
- Provided exceptional customer service by addressing client concerns promptly and professionally, resolving issues as needed.
- Increased team efficiency through regular communication of expectations, goals, and progress updates to staff members.
- Increased employee performance through effective supervision and training.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Cultivated strong relationships with clients through clear communication and attentiveness to their needs, resulting in repeat business.
- Promoted teamwork among employees through regular meetings and open dialogues about shared goals, fostering a collaborative atmosphere within the organization.
- Safeguarded building security by locking doors, windows, and gates after completing cleaning duties.
Lounge Manager VIP Lounge
Good Eating Company
01.2024 - Current
- Championed 100% guest satisfaction by providing excellent dining experience.
- Conducted daily pre-shift and weekly departmental meetings to maximise organisational efficiency.
- Oversaw maintenance and repair of restaurant facilities, ensuring a clean and inviting environment for customers at all times.
- Managed conflict resolution among staff and with customers, diplomatically addressing issues to maintain a positive atmosphere.
- Coordinated with chefs to develop seasonal menus, incorporating feedback from customers to continually improve dining experience.
- Demonstrated leadership with hands-on approach in completing daily tasks and motivating team through pre-shift briefs.
- Ran operations successfully according to industry best practices and owner standards.
- Pitched in to help with meal service and kitchen tasks during peak periods and employee absences.
- Directed staff in daily work assignments to help each achieve goals and uphold restaurant reputation.
Event Assistant
Royal Mid Surrey Golf Club
06.2022 - Current
- Worked with tireless energy and enthusiasm to aid team achievement against event deadlines.
- Used customer service expertise to enhance audience enjoyment and provide first-class event experiences.
- Utilised experience in hospitality to build positive, professional client and customer relations.
- Strictly adhered to health and safety regulations, maintaining company compliance and limiting risk.
- Supervised event happenings and intervened quickly to resolve problems.
- Resolved customer complaints promptly, escalating larger operational concerns to management.
Customer Service Manager
Baxter Storey British Airways Galleries T5B lLoun
06.2023 - 05.2024
- Conducted regular performance reviews with team members, setting clear objectives and providing constructive feedback.
- Collaborated with cross-functional teams to streamline service processes, enhancing efficiency and customer experience.
- Customised lounge layout for special events, ensuring seamless integration of additional services.
- Fostered a welcoming atmosphere, personally greeting guests to cultivate a loyal clientele base.
- Resolved disputes amongst staff or with patrons diplomatically, maintaining a positive environment.
- Managed daily operations of lounge, coordinating staff schedules to maximise efficiency and service quality.
- Trained Front of House (FOH) staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience.
- Guaranteed compliance with food safety procedures and quality control guidelines.
- Managed rotas to cover high service level periods and avoid service delays.
- Managed conflict resolution among staff and with customers, diplomatically addressing issues to maintain a positive atmosphere.
- Organised staff meetings to communicate targets, gather feedback, and foster a collaborative team environment.
- Streamlined operational processes, introducing new technologies to improve order accuracy and speed up service delivery.
Duty Manager
Plaza Premium Lounge Ltd
09.2022 - 05.2023
- Promoted safe working environment by implementing regulatory standards, policies and guidelines.
- Met budget targets through responsible planning and resource allocation.
- Built professional networks with other businesses, partners and stakeholders.
- Supervised and observed team activities, offering praise and constructive feedback.
- Delegated work and priorities based on staff strengths to maintain highly productive operations.
- Addressed and solved customer issues and complaints without difficulty.
- Developed and implemented standards and procedures to guide staff activities.
- Collaborated with third-party vendors to enhance customer experience.
- Achieved outstanding customer satisfaction through effective team management.
- Audited work and customer service processes to identify improvement areas.
- Trained staff in delivering first-class service for exceptional customer feedback.
- Managed food and beverage teams delivering in the lounge dining services.
- Kept Lounge in compliance with liquor laws, health standards and safety requirements.
- Arranged team rotas to meet operational needs within staffing budgets.
- Accommodated guests with diverse needs based on current lounge and personnel availability.
- Supervised reception ,floor ,bar ,kitchen and housekeeping team.
- Monitored service periods and realigned team positions to provide optimal coverage to meet customer demands.
- Conducted daily pre-shift and weekly departmental meetings to maximise organisational efficiency.
- Minimised loss and misuse of equipment through proper supervision and staff training.
- Trained Front of House (FOH) staff on Lounge policies and procedures, guest service techniques and communication skills to ensure positive experience.
- Optimised profits by controlling food, beverage and labour costs daily.
- Championed 100% guest satisfaction by providing excellent dining experience.
- Guaranteed compliance with food safety procedures and quality control guidelines.
- Managed rotas to cover high service level periods and avoid service delays.
- Demonstrated leadership with hands-on approach in completing daily tasks and motivating team through pre-shift briefs.
- Implemented brand values and standards through friendly customer service to create memorable dining experiences.
- Maintained overall knowledge of functionality in every department to facilitate assistance when needed.
- Trained workers in every position, including food preparation, money handling and cleaning roles.
- Performed lounge walk-through to gauge timeliness and excellent service quality.
- Monitored alcohol consumption and kept operation in line with legal service requirements.
- Maintained cleanliness and sanitation across food service, storage and preparation areas.
- Drove revenue by coaching team members on customer service and up-selling techniques.
- Trained newly hired employees on service techniques, company procedures and safety processes.
- Educated staff members on procedural and menu changes
- Ran operations successfully according to industry best practices and owner standards.
- Used coaching and mentoring techniques to improve employee skills and boost morale.
- Optimised stock levels for expected demand and minimised losses with proper rotation procedures.
- Maintained high standards of food quality by reviewing shipments, overseeing preparation and monitoring food safety.
- Kept food storage and preparation equipment in good working order to maximise safety and cost-efficiency of operations.
- Scheduled employees to keep shifts well-staffed.
- Identified, investigated and corrected lounge service issues to maintain customer satisfaction.
- Directed teams handling various operations in fast-paced environments.
- Generated reports and attended management meetings and briefs to discuss business needs, track goal fulfilment and make administrative decisions.
- Checked equipment for faults, flaws or defects and scheduled maintenance operations to fix issues and keep department operational.
- Estimated supply requirements based on historical needs and projected business levels.
Assistant Storekeeper
Expo Technologies ltd
01.2014 - 08.2022
- Replenished stock to ensure the shop floor continued to run smoothly.
- Tracked outgoing orders, identifying late deliveries and planning improvement action.
- Controlled kanban store .
- Managed monthly stock checks.
- Stayed current on policies, procedures and standards to offer optimal support.
- Provided positive customer experiences and enhanced brand reputation through attentive, helpful service.
- Stocked and rotated inventory regularly.
- Mentored newly hired employees to take on responsibilities and tasks with understanding.
- Maintained accurate records for operations, inventory.
- Planned and managed annual stock check.(kanban store)
- Created user friendly environment in stores
- Managed goods in and goods out.
- Picked works order for production.
- Updated spreadsheet tracker with recent transactions .
- Ordered login cards for parts
- Collaborated with purchasing departament
- Worked closely with other team members to ensure smooth operation of production.
- Supported other departments such as packing / dispach
- Driven company car and small van to deliver and collect goods from various locations.
- Used safe driving practices at all times when operating vehicles.
- Obtained signatures needed to complete and process paperwork upon deliveries.
- Ensured smooth warehouse operation by keeping flexible to offer assistance with multiple tasks.
- Processed incoming supplies into internal administration system.
- Operated equipment to move heavy materials and consistently followed health and safety standards.
- Safely operated packing, wrapping, bubble wrap and strapping machines when packaging parcels.
Education
A-Levels / Diploma - Technican of Nutrition Engineering
Secondary Technical School For Adults
Oswiecim Poland2003
Coursework
Skills
- Team leadership
- Comprehensive event planning and execution
- Road safety awareness
- Effective team management
- Effective decision-making
- IOSH managing safely certified
- Customer engagement
- Emotional intelligence
- Positive engagement style
- Workforce management
- Order management
- Proficient in resolving complaints
- Facility cleanliness management
- Food safety training
- Health and safety oversight
- Employee supervision
- Managing event logistics
- Food safety certification
- Catering team leadership
- Safety compliance knowledge
- Chemical handling
- Staffing and selection
- Customer relationship management
- Task assignment
- Customer service-focused
- Health compliance expertise
- Payroll management
- Team development
- Strategic team engagement
- Training and mentoring
- Invoice management
- Inventory control
- Employee engagement
- Ordering cleaning supplies
- Team performance optimization
- Personnel issue resolution
- Team development and encouragement
Languages
Polish
First Language
Education
other,other
Timeline
Commercial Cleaning Supervisor (AD-hoc/ Weekends
Eagle Cleaning Service LTD
09.2025 - Current
Lounge Manager VIP Lounge
Good Eating Company
01.2024 - Current
Customer Service Manager
Baxter Storey British Airways Galleries T5B lLoun
06.2023 - 05.2024
Duty Manager
Plaza Premium Lounge Ltd
09.2022 - 05.2023
Event Assistant
Royal Mid Surrey Golf Club
06.2022 - Current
Assistant Storekeeper
Expo Technologies ltd
01.2014 - 08.2022
A-Levels / Diploma - Technican of Nutrition Engineering
Secondary Technical School For Adults
Coursework