Piotr Łaciński

💬 Customer Excellence & Communication - Delivering premium support for German-speaking clientele across email, chat, social media, and phone. - Managing end-to-end claims, from initial documentation to final payment support, ensuring a seamless experience. - Acting as a vital link between clients and internal operations to ensure all insights are accurately gathered for case readiness. - Providing linguistic expertise through professional translations and German/English interpreting for internal teams. 📊 Data Analysis & Systems Optimization - Focus on German & Multilingual QA: Improving internal software and AI tools by conducting functional quality testing and verifying translation accuracy across various languages. - Validating airline and legal documentation alongside flight data to ensure compliance before transition to internal departments. - Researching extraordinary flight disruptions (e.g., strikes, weather) to evaluate claim validity and support decision-making. 🎓 Mentorship & Quality Assurance - Leading onboarding for new hires, including technical training on company procedures and regulations. - Conducting linguistic interviews to verify German language proficiency of potential candidates. - Organizing practical English-based assessments to evaluate candidates' problem-solving skills and professional mindset. - Conducting shadowing sessions to support employee performance with practical tips and feedback. - Acting as the first point of contact for newly trained staff, offering guidance during their initial tasks. ⚖️ Regulatory Expertise - In-depth knowledge of global passenger rights: - EU 261/2004, UK 261, and The Montreal Convention. - Specialized: Turkish (SHY), Canadian (APPR), and Saudi Arabian (GACA).

✈️ Air Berlin Airline Consultant / Booking Agent (German Market) 📈 Customer Service & Sales Excellence - Providing premium support for individual passengers and Travel Agencies in German and English, adhering to strict airline policies. - Driving sales of airline products by identifying and fulfilling client travel needs and expectations. - Resolving complex travel issues and managing customer requests while maintaining the highest service standards. ⚙️ Technical Operations (Amadeus GDS) - Executing flight reservations and complex booking amendments using the Amadeus Global Distribution System. - Managing end-to-end booking cycles, including modifications, ticketing, and travel-related inquiries. - Preparing operational documentation, such as reservation reports, financial statements, and detailed client summaries. 📧 Communication & Workflow Management - Managing high-volume correspondence for both individual customers and B2B travel partners. - Furnishing clients with vital travel intelligence, ensuring they are well-informed about regulations and flight-related procedures.

Apprenticeship | Hospitality & Food and Beverage 🍽️ Guest Services & Event Support - Delivering high-standard service for individual, business, and group clientele within a fast-paced hotel restaurant environment. - Supporting large-scale events and galas, including New Year’s Eve parties and corporate anniversaries, ensuring seamless operations and guest satisfaction.

Apprenticeship | Hospitality & Front Office 🤝 Team Collaboration & VIP Service - Collaborating within cross-functional teams to ensure seamless service delivery for business and VIP clientele. - Coordinating with various hotel departments to maintain high standards of hospitality and operational efficiency. 📅 Event Support & Guest Relations - Assisting in the execution of large-scale events and mass functions, focusing on organizational and logistical excellence. - Providing comprehensive guest support, including information management, onsite organization, and guest relations.

Apprenticeship | Gastronomy & Guest Services 🍽️ Customer Service & Sales - Delivering professional guest service in a dynamic restaurant environment, ensuring a positive dining experience. - Promoting and selling restaurant products, focusing on menu knowledge and customer preferences to drive sales.

Apprenticeship | Hospitality & Guest Services 🍽️ Diverse Clientele Support - Providing tailored customer service for a wide range of guests, including individual travelers, business professionals, and VIP clients. - Managing high-volume group service, including specialized coordination for professional sports teams (e.g., soccer teams) and organized groups. - Ensuring premium service standards while adapting communication and logistics to meet the unique needs of diverse guest profiles.

Trainee | Front Office Administration ⌨️ Office Operations & Workflow Support - Managing incoming and outgoing correspondence, ensuring the efficient and timely distribution of information. - Handling administrative documentation with high attention to detail and maintaining organized filing systems. - Supporting front desk activities, assisting with organizational tasks, and ensuring a professional environment for guests.