Gosia Wray
Springfield,IL
Summary
Hospitality leader with over 20 years of experience in hotel operations, team leadership, maintenance, and IT systems. Progressed from Lobby Attendant to General Manager at Wyndham City Centre, overseeing successful brand transitions (Hilton to Wyndham, and Wyndham to Marriott Delta) and implementing major process improvements within budget constraints. Recognized for revitalizing underperforming properties, developing cross-functional teams, and enhancing guest satisfaction through practical, hands-on leadership. Skilled in strategic planning, team leadership, and operational excellence with a forward-thinking approach to drive business growth and streamline processes. A professional managerial candidate with a deep understanding of operational excellence and team leadership, showcasing a proven ability to drive growth and enhance productivity through strategic planning and effective resource management.
Overview
20
20
years of professional experience
Work History
General Manager (Progressed From Lobby Attendant)
Wyndham City Centre
02.2005 - 07.2025
- Promoted through seven roles, from Lobby Attendant, Front Office Supervisor, Director of Operations; acting Director of Sales to General Manager, reflecting a deep understanding of every hotel department and operational area
- Led hotel operations including Front Office, Housekeeping, F&B, Maintenance, and Sales, driving performance improvements across the property.
- Part of brand conversion team from Hilton to Wyndham, ensuring seamless adaptation of systems, signage, service standards, and staff training
- Played a leadership role in preparing the hotel for conversion to Marriott Delta, including brand audits, renovation plans, and compliance tracking
- Assumed ownership of maintenance and IT infrastructure, often personally repairing or upgrading systems to minimize downtime and improve guest experience
- Led small-scale, high-impact renovations that refreshed the guest experience with virtually no budget
- Directed the transition from Micros to Toast POS across all F&B outlets, including staff training and implementation
- Managed licensed Starbucks store operations as Brand Standard Leader, ensuring alignment with Starbucks corporate guidelines.
- Acted as Director of Sales for the past three years, leading a team of 2 to 4 Sales Managers, a Director of Catering, and a Sales Coordinator through challenging market conditions.
- Successfully rebuilt the sales team following the COVID-19 pandemic, regaining old clients and attracting numerous new clients, resulting in a significant increase in revenue.
- Led the transition from Delphi to Salesforce for the sales office, improving lead management and client relationship tracking, which enhanced team efficiency and effectiveness.
- Systems expertise: Opera PMS, ONQ, Oracle Symphony, Toast POS, Shift4, VingVision key systems
- Recognized for significantly improving guest satisfaction scores, restoring a neglected property, and developing a strong, service-oriented team,
- Directed all aspects of hotel management, including budgeting, staffing, and resource allocation.
- Implemented performance metrics to monitor team productivity and improve overall efficiency.
- Cultivated strong relationships with vendors to optimize supply chain processes and reduce costs.
- Executed marketing initiatives that increased brand visibility and attracted new clientele.
- Oversaw compliance with health, safety, and regulatory standards across hotel operations.
- Analyzed market trends to inform strategic planning and revenue management decisions.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed and implemented strategies to increase sales and profitability.
- Formulated policies and procedures to streamline operations.
- Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
Branch Office Administrator
Edward Jones
03.2015 - 04.2017
- Managed daily operations to ensure efficient branch functioning and client satisfaction.
- Coordinated communication between clients and financial advisors to facilitate service delivery.
- Implemented streamlined processes for document management, enhancing operational efficiency.
- Scheduled appointments and managed calendars for financial advisors to optimize productivity.
- Developed and implemented streamlined processes for client communications and scheduling.
- Collaborated with financial advisors to enhance client service delivery and address inquiries.
- Facilitated compliance with regulatory requirements through diligent record-keeping practices.
Education
Law Degree - Law
University of Maria Sklodowska – Curie
Lublin Poland01.2005
Skills
- Opera PMS – Reservations, guest folio management, front office ops
- ONQ – Hilton’s PMS for check-ins, guest profiles, reporting
- Salesforce – Used for hotel group sales lead tracking and client management
- Oracle Symphony – Used in Starbucks operations as Brand Standard Leader
- Toast POS – Led full F&B transition from Micros, including training
- VingVision Key Systems – Guest key programming and lock maintenance
- Shift4 – Payment processing, POS integrations, troubleshooting
- Leadership and team building
- Problem resolution
- Operations management
- Sales expertise
- Sales team development
- Market analysis
- Bilingual
Timeline
Branch Office Administrator
Edward Jones
03.2015 - 04.2017
General Manager (Progressed From Lobby Attendant)
Wyndham City Centre
02.2005 - 07.2025
Law Degree - Law
University of Maria Sklodowska – Curie
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