Maria Wegrzynowska

Mature corporate professional with front desk and guest service experience in international hospitality settings combined with a strong foundation in customer service and digital marketing. Transfering marketing mindset of tailoring services to client needs to a guest-centric approach in hospitality.

Front desk and guest service agent at Hostel Krokodyl (2014-01 – 2015-12)

• Handled reservations and inquiries through phone, email, and online booking systems. Maintained an accurate booking calendar and promptly updated room availability across channels
• Managed check-in/check-out with a personalized touch, creating a hospitable first impression.
• Provided highly personalized service by noting and acting on individual guest preferences and special requests.
• Handled guest inquiries, requests, and complaints promptly and courteously.
• Resolved issues with calm problem-solving and empathy, ensuring high guest satisfaction.
• Coordinated closely with the housekeeping staff to ensure rooms were clean, equipped, and ready for check-ins.
• Performed day-to-day administrative tasks such as processing payments during check-out, logging expenses, and managing correspondence.
• Assisted in monitoring and responding to guest feedback.

Front desk and guest service agent at Parkwood B&B (2015-01 – 2016-12)

• Handled reservations and inquiries through phone, email, and online booking systems. Maintained an accurate booking calendar and promptly updated room availability across channels
• Managed check-in/check-out with a personalized touch, creating a hospitable first impression.
• Provided highly personalized service by noting and acting on individual guest preferences and special requests.
• Handled guest inquiries, requests, and complaints promptly and courteously.
• Resolved issues with calm problem-solving and empathy, ensuring high guest satisfaction.
• Coordinated closely with the housekeeping staff to ensure rooms were clean, equipped, and ready for check-ins.
• Performed day-to-day administrative tasks such as processing payments during check-out, logging expenses, and managing correspondence.
• Assisted in monitoring and responding to guest feedback.

Customer Service Specialist at Groupon (2016-01 – 2017-12)

• Served as a primary contact for English-speaking customers, handling a high volume of inquiries and complaints daily via phone, chat and email.
• Regularly resolved billing problems, refund requests, and other customer issues by investigating and providing fair solutions.
• Used customer relationship management (CRM) and ticketing software (e.g., Zendesk) to log cases, track resolutions, and follow up with customers.
• Coordinated with other departments to resolve complex issues that required cross-team input.
• Met daily service targets in a fast-paced call center environment.

Digital Marketing Manager at CMS (2019-01 – 2026-12)

• Managed website content, social media, and analytics - skills that translate directly to guest communication, online reputation management, and upselling hotel services
• Experience with digital tools and content systems supports quick adaptation to hotel PMS and booking platforms
• Marketing mindset enhances ability to promote services, respond to reviews, and support brand consistency
• Coordinated multiple marketing projects proving strong organizational and project management skills.

Bachelor in Archaeology – University of Warsaw (2010-01 – 2013-12)