Dynamic Station Duty Manager at Lufthansa German Airlines with a proven track record in enhancing customer satisfaction and operational efficiency. Expert in staff training and development, fostering strong relationships, and implementing effective policies. Recognized for exceptional problem-solving skills and commitment to team performance, driving continuous improvement in service quality.
Hi, I’m
Irena Wojcik
Manassas
Summary
Work History
Lufthansa German Airlines
Station Duty Manager / International Training Cons
Job overview
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Provided comprehensive training for staff on necessary job responsibilities.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Led team efforts to enhance overall performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
- Developed strong relationships with key clients, vendors, and business partners to foster a collaborative working environment.
- Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
- Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
- Encouraged constructive feedback sharing during group discussions.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Coordinated staff training sessions on new systems or procedures, fostering continuous learning among team members.
- Implemented new procedures to optimize workflow efficiency within the front desk team.
- Coordinated with suppliers and vendors to determine availability of required materials.
- Served as the primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
- Conducted regular performance evaluations for team members, identifying areas of improvement and recommending appropriate action plans.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Developed detailed plans based on broad guidance and direction.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Education
Jan Sniadecki HighschoolWarsaw, Poland
05.1993
University Overview
Skills
- Customer service
- Customer service focus
- Time management
- New employee training
- Team supervision
- Customer communication
- Attention to detail
- Written and oral communication
- Relationship building
- Cash management
- Staff training and development
- Shift scheduling
- Work planning and organization
- Operational oversight
- Policy implementation
- Policy enforcement
- Health and safety compliance
- Motivational leadership
- Operations management
- Employee development
- Inventory management
- Staff training
- Performance management
- Business administration
- KPI setting and review
Languages
Polish
Native or Bilingual
Russian
Limited Working
Timeline
Jan Sniadecki Highschool
Station Duty Manager / International Training Cons
Lufthansa German Airlines
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