MA. Miroslav Hubacek
Front Desk Manager
Vienna, Beckmangasse 62
Summary
Customer-focused professional with over 10 years of experience delivering exceptional service to the most discerning guests at luxury hotels with up to 580 rooms. Multilingual with fluency in English, German, Spanish, Russian and other languages.
A flexible, motivated, and organized individual with a master's degree in Hospitality Management and the proven ability to inspire a team that consistently exceeds expectations.
Overview
10
10
years of professional experience
4039
4039
years of post-secondary education
9
9
Languages
Work History
Front Desk Manager
Hilton Garden Inn
05.2024 - 01.2025
- Delivered operational excellence through team leadership, staff development and targeted process improvements.
- Analysed training feedback on new front desk agents and hospitality students to identify areas for improvement, driving continuous enhancement of training quality.
- Managed and resolved customer complaints efficiently, prioritising customer satisfaction and maintaining brand reputation.
- Following key performance indicators KPIs for the complaints team to measure efficiency and effectiveness
- Collaborated activity with other departments to address and resolve complex customer issues promptly
- In charge of responding to guests' messages, complaints and reviews on all online platforms
- Room assignment for VIPs, Diamond and Golden Hilton Honors members
- Conducted regular meetings with staff to discuss performance, share feedback, and set targets for complaint resolution.
Desk Manager
NH Amsterdam Zuid
04.2024 - 05.2024
- Contract ended in notice period
- Dissatisfied with onboarding procedure due to chaotic and unclear delegation of crew members for introduction of a new manager/supervisor into his role
- Front Office Manager due to illness not present during the whole period
Front Office Supervisor
Clarion Congress Hotel, Prague
06.2022 - 08.2023
- Company Overview: (4-star)
- Warmly welcomed and assisted both residential and conference guests, offering relevant information and tailored assistance
- Supervised team members, providing guidance, training, and support
- Used software to conduct efficient check-in and check-out procedures, maintaining accuracy when handling cash and confidential data
- Handled online, email, and telephone enquiries with professionalism
- Ensured exceptional satisfaction as the guests' key point of contact by listening to their needs and providing a personalised service
- Addressed guest concerns promptly and handled feedback and complaints in line with hotel procedures to ensure timely resolutions
- Provided concierge services including transportation arrangements and restaurant reservations
- Promoted upgrades and additional amenities to increase sales
- Administered reservations, overseeing rate control, payment verification, and room availability to maximise occupancy
- Liaised with the housekeeping, maintenance, and F&B departments to deliver seamless guest services and built relationships with external service providers including travel agents and local tour organisers
- (4-star)
Front Office Supervisor
Urban Crème Boutique Hotel, Prague
12.2019 - 05.2020
- Company Overview: (5-star)
- Warmly welcomed and assisted both residential and conference guests, offering relevant information and tailored assistance
- Supervised team members, providing guidance, training, and support
- Used software to conduct efficient check-in and check-out procedures, maintaining accuracy when handling cash and confidential data
- Handled online, email, and telephone enquiries with professionalism
- Ensured exceptional satisfaction as the guests' key point of contact by listening to their needs and providing a personalised service
- Addressed guest concerns promptly and handled feedback and complaints in line with hotel procedures to ensure timely resolutions
- Provided concierge services including transportation arrangements and restaurant reservations
- Promoted upgrades and additional amenities to increase sales
- Administered reservations, overseeing rate control, payment verification, and room availability to maximise occupancy
- Liaised with the housekeeping, maintenance, and F&B departments to deliver seamless guest services and built relationships with external service providers including travel agents and local tour organisers
- (5-star)
Front Desk Receptionist and Duty Manager
OREA Hotel Pyramida, Prague
01.2017 - 01.2019
- Company Overview: (4-star)
- Provided high-quality customer service that exceeded expectations
- Trained front-desk staff and monitored their performance, fostering a positive culture of excellence and teamwork
- Developed and implemented comprehensive policies and procedures to streamline front-desk operations
- Handled administrative tasks including staff rota scheduling, diary organisation, invoicing, and consumable inventory management
- Performed regular audits to ensure accuracy and compliance of data
- Attended company meetings and created management information reports to assess sales, occupancy, and operational KPIs
- (4-star)
Bartender and Waiter
OREA Hotel Angelo, Prague
01.2016 - 01.2017
- Company Overview: (4-star)
- Served guests in the hotel restaurant, lobby bar, and rooftop lounge, preparing cocktails, hot drinks, and other beverages
- Maintained a clean, tidy, and organised bar with a focus on hygiene
- Monitored stock levels to prevent shortages or wastage
- (4-star)
Bartender and Waiter
DoubleTree by Hilton, Amsterdam
01.2015 - 12.2015
- Company Overview: (4-star)
- Served guests in the hotel restaurant, lobby bar, and rooftop lounge, preparing cocktails, hot drinks, and other beverages
- Maintained a clean, tidy, and organised bar with a focus on hygiene
- Monitored stock levels to prevent shortages or wastage
- (4-star)
Guest Services Assistant
a&o Hostel, Amsterdam
01.2015 - 12.2015
- Assisted with the running of the hostel including manning the front desk and performing hospitality tasks in the bar and breakfast area
Education
Master's Degree - Hospitality Management
University College Prague
Bachelor's Program - Dutch and Germanic Studies
Charles University
Skills
Customer Service
Hotel Operations
Introductory trainings
Complaint and Book Out Management
Refund management
Team Leadership
Empathy
Microsoft Office
Knowledge of PMS
including PROTEL,
Oracle OPERA, OnQ, SAP,
or MICROS
Hotel OperationsIntroductory training of new front desk agents and hospitality studentsComplaint, Book Out and Refund managementAdministrationTeam LeadershipMultilingual CommunicationMicrosoft Office including ExcelKnowledge of multiple PMS including PROTEL, Oracle OPERA, OnQ, SAP, or MICROSLinkedIn Profile
www.linkedin.com/in/miroslav-h-401426193
Languages
2,A2,2,A2,3,B1,3,B1,3,B1,5,C1,5,C1,5,C1
Personal Information
Age: 34
Timeline
Front Desk Manager
Hilton Garden Inn
05.2024 - 01.2025
Desk Manager
NH Amsterdam Zuid
04.2024 - 05.2024
Front Office Supervisor
Clarion Congress Hotel, Prague
06.2022 - 08.2023
Front Office Supervisor
Urban Crème Boutique Hotel, Prague
12.2019 - 05.2020
Front Desk Receptionist and Duty Manager
OREA Hotel Pyramida, Prague
01.2017 - 01.2019
Bartender and Waiter
OREA Hotel Angelo, Prague
01.2016 - 01.2017
Bartender and Waiter
DoubleTree by Hilton, Amsterdam
01.2015 - 12.2015
Guest Services Assistant
a&o Hostel, Amsterdam
01.2015 - 12.2015
Master's Degree - Hospitality Management
University College Prague
Bachelor's Program - Dutch and Germanic Studies
Charles University