Opera PMS
Ayhan Resat Orali
Tourism And Hotel Business Professional
Istanbul,Turkey
Summary
Proven leader in hospitality management, adept at elevating guest experiences and streamlining operations at premier hotels like JW Marriott Marmara Sea, Rixos Tersane Istanbul and Radisson Blu Ottomare Istanbul. Expert in customer service and front desk operations, significantly enhancing team performance and guest satisfaction. Skilled in staff training and development, and operations management, consistently achieving and surpassing financial goals.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Assistant Front Office Manager
Rixos Tersane Istanbul Hotel
09.2023 - 06.2024
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Created quarterly company employee appreciation outings to reinforce employee-centric environment.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
Assistant Front Office Manager
JW Marriott Marmara Sea Hotel
09.2022 - 09.2023
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Spearheaded initiatives that improved overall communication between different departments within the hotel property.
- Attendant on 2023 Champions League and hosted Manchester City Football club. Organized all rooming with related preferences, billing & routing organizations.
Duty Manager
JW Marriott Marmara Sea
03.2022 - 09.2022
- Streamlined check-in/check-out processes, resulting in reduced wait times and increased guest satisfaction scores.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Trained employees in essential job functions.
- Managed guest reservations accurately, optimizing room allocation to maximize revenue opportunities.
- Addressed employee concerns proactively through open communication channels, fostering a positive work environment within the hotel team.
- Supervised team 5 front desk agents and helped to resolve issues arising during shifts.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Coordinated with waitstaff to regularly clean buffet areas and refill hot and cold items quickly.
Front Desk Manager
Radisson Blu Ottomare
04.2021 - 03.2022
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Resolved guest complaints by addressing issues with rooms promptly.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Senior Guest Service Manager
Radisson Blu Istanbul Ottomare
01.2020 - 04.2021
- Developed and implemented customer service policies and procedures.
- Reduced staff turnover by fostering an inclusive and supportive work culture that prioritized employee development.
- Ensured compliance with industry regulations and company standards through thorough audits and regular reviews of operational practices.
- Coordinated closely with other departments to resolve guest issues in a timely manner, maintaining high levels of satisfaction.
- Maintained strong relationships with VIP guests, providing tailored services that exceeded expectations.
- Greeted guests upon arrival and offered assistance.
- Maintained consistent positive customer feedback.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
Guest Service Manager
Radisson Blu Ottomare Istanbul
01.2019 - 01.2020
- Assisted with revenue management tasks, contributing to the achievement of budgeted targets.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Monitored staff training, scheduling and shift changes.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
Guest Service Representative
Radisson Blu Ottomare Istanbul
07.2017 - 01.2019
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
PBX Operator
Renaissance Polat Istanbul Hotel
06.2015 - 02.2016
- Answered calls within 3 rings and engaged customers with friendly, professional demeanor.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Supported customers by managing numerous calls per day efficiently while maintaining professionalism and upbeat tone.
- Created and maintained company phone directory with current extensions and staff information.
Intern
Park Hyatt Aviara Resort
03.2013 - 06.2014
Barista
Argos In Capadoccia
03.2012 - 04.2013
- Cleaned counters, machines, utensils, and seating areas daily.
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
Night Auditor
Anatolian Houses
09.2011 - 02.2012
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Generated and printed daily financial reports to track hotel performance.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Entered and updated sensitive customer information during check-ins and room changes.
- Contributed to staff training initiatives by sharing best practices for night audit procedures and guest relations skills.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
Unit Manager
Rye Playland Amusement Park
06.2011 - 09.2011
Unit Manager
Darien Lake Theme Park Resort
06.2010 - 09.2010
Education
BBA - Tourism And Hotel Management
Nevsehir Universitesi
Turkiye 09.2008 - 06.2012
Skills
- Customer Service
Employee Management
Cash Handling Accuracy
Employee Supervision
Staff Training and Development
Property Management Systems
Lost and found procedures
Operations Management
Complaint Handling
Front Desk Operations
Customer Service
Software
Interests
Timeline
Assistant Front Office Manager
Rixos Tersane Istanbul Hotel
09.2023 - 06.2024
Assistant Front Office Manager
JW Marriott Marmara Sea Hotel
09.2022 - 09.2023
Duty Manager
JW Marriott Marmara Sea
03.2022 - 09.2022
Front Desk Manager
Radisson Blu Ottomare
04.2021 - 03.2022
Senior Guest Service Manager
Radisson Blu Istanbul Ottomare
01.2020 - 04.2021
Guest Service Manager
Radisson Blu Ottomare Istanbul
01.2019 - 01.2020
Guest Service Representative
Radisson Blu Ottomare Istanbul
07.2017 - 01.2019
PBX Operator
Renaissance Polat Istanbul Hotel
06.2015 - 02.2016
Intern
Park Hyatt Aviara Resort
03.2013 - 06.2014
Barista
Argos In Capadoccia
03.2012 - 04.2013
Night Auditor
Anatolian Houses
09.2011 - 02.2012
Unit Manager
Rye Playland Amusement Park
06.2011 - 09.2011
Unit Manager
Darien Lake Theme Park Resort
06.2010 - 09.2010
BBA - Tourism And Hotel Management
Nevsehir Universitesi
09.2008 - 06.2012
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