Ilona M

A highly accomplished, innovative Strategic Executive, specializing in client stewardship and operational excellence with a global outlook mastered over a decade of leadership serving as the primary interface for principals across high-stakes environments. Honored as the top performer across an international luxury residence network for securing the #1 global ranking in resident satisfaction, surpassing performance goals by 9.8%. Adept at deploying strategic relationship management and high-touch client experience models, including curating versatile cultural programs that tripled engagement levels across luxury commercial and residential real estate portfolios.

Grounded by cultural fluency and unwavering ethics, excels at actualizing complex strategy into measurable goals through visionary initiatives for high-impact results, consistently enhancing stakeholder loyalty.

Director of Tenant Relations at JONES LANG LASALLE - JLL (Client: SHVO) (2023-01 – 2025-01)

• Spearheaded client stewardship for a premiere 550K sq. ft. Manhattan commercial and retail portfolio, while leading selected companywide initiatives across the US.
• Authored a comprehensive hospitality playbook, redefining service standards for the office experience.
• Curated a first-of-its-kind cultural and experiential program within the commercial sector, tailored to each asset's distinct identity to successfully triple tenant engagement levels.
• Directly managed front-of-house service teams while maintaining matrix oversight of all asset departments to ensure service consistency.
• Designed and implemented a hands-on hospitality training program encompassing all property operations.
• Strategically managed the tenant relations budget for maximum efficiency and goal achievement.
• Curated portfolio's debut art installation "Earth Day & Night," fusing sustainability and experiential design.

Director of Residential Services at THE ST. REGIS NEW YORK (2016-01 – 2023-01)

• Managed operations for 51 privately owned residences, acting as the key liaison between the developer, operator, board of directors and 250+ owners, ensuring flawless daily execution and strategic alignment.
• Achieved the #1 global ranking in resident satisfaction across the Marriott luxury residences portfolio, surpassing performance goals by 9.8%.
• Directed core business operations, including budget oversight and inventory control.
• Managed the end-to-end owner lifecycle from initial property orientation through final resale transition.
• Championed a relationship-first philosophy to foster trust and belonging within the ultra-high-net-worth community, balancing individual preferences with collective residential needs.
• Curated lifestyle programming with leading cultural institutions and brands, consistently driving unanimous satisfaction year over year.
• Identified critical flaws in legacy satisfaction measuring tools and co-designed a new owner-specific survey within a newly deployed platform, driving a 15% increase in issue-resolution scores.
• Forged strategic partnerships with elite lifestyle, hospitality, and cultural institutions to provide curated privileges for tenants.
• Oversaw all renovation and capital improvement projects, ensuring minimally disruptive and timely delivery.
• Partnered with the St. Regis Brand Team as a cultural legacy expert to execute global activations.
• Conceptualized and curated the St. Regis "Historical Avenue" Museum to celebrate the property's heritage.

Guest Services Supervisor, Hotel & Residences at THE ST. REGIS NEW YORK (2013-01 – 2016-01)

• Entrusted with full operational oversight of the Residences two days per week, ensuring seamless continuity in the absence of the Director.
• Developed Rooms Division SOPs to streamline operations and enhance interdepartmental coordination.
• Led the Lobby Ambassador team across recruitment, training, and performance to ensure personalized guest experiences consistent with St. Regis brand standards.
• Managed the end-to-end guest feedback cycle, ensuring rapid resolution to cultivate long-term loyalty.
• Directed and reimagined signature brand engagement programs for site specific optimization.

Group and Event Executive at SHERATON KRAKOW HOTEL (2010-01 – 2013-01)

• Directed end-to-end logistics, protocol, and relationship management for EU Presidency meetings.
• Grew and managed client portfolio, securing new accounts while retaining legacy stakeholders.
• Liaised across departments to translate client requirements into seamless service delivery.
• Leveraged client feedback and data trends to design relationship strategies that increased repeat business.
• Represented the property at industry events to boost market presence and identify new opportunities.

Master of Arts in Psychology – THE NEW SCHOOL

Master of Arts in Cultural Studies, Near and Far Eastern Studies – JAGIELLONIAN UNIVERSITY

Bachelor of Arts in Political Science – NOWY SACZ SCHOOL OF BUSINESS – NATIONAL LOUIS UNIVERSITY

Non-degree coursework in Art History – HUNTER COLLEGE / BMCC