Guest Experience Manager, Rezydent Sopot MGallery Hotel Collection (Poland)

Zbigniew Brząkała

Zbigniew Brząkała's story

I started working at Accor in September 2019, as a receptionist in ibis Gdansk Stare Miasto. In the first week I met the guest experience manager and immediately realised I wanted to work in hotels and in Accor. I took the job because I wanted the opportunity for career development and a job in reception seemed an ideal place to start.

When Covid broke, I moved to another hotel to be a guest experience manager – that hotel is now MGallery in Sopot. I started as a housekeeping manager but I missed direct contact with guests, so I went to reception as a supervisor and after a few months I became a guest experience manager. Contact with people is my life! The property closed because of the pandemic and we used the time to renovate and the hotel reopened in June 2021.

My job involves showing best practice to other employees so that they know how to take care of guests from reservation to check-in. I often help with check-in because it gives me seamless contact with guests.

If you are new in the industry, listen to advice from more experienced colleagues, and if you have agreed something with a guest, tell everyone so that they feel taken care of; it’s all about communication.

And to someone who is job hunting, if you want to work with those who love working with people, this job is for you. Remember there is always a lot going on so you need to be focused and attentive; this also means the job is varied so there is never the risk of getting bored.

  • Zbigniew Brsakala
  • Guest Experience Manager
  • Rezydent Sopot MGallery Hotel Collection (Poland)