Opera PMS
Burak Kaya
Hotelier
Toronto
Summary
Reliable Assistant Front Office Manager known for interacting with guests and responding appropriately to questions. Considered talented employee ready to tackle any responsibility with pleasant demeanor and attitude. Offering outstanding verbal communication, writing and time management skills.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent guest relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Assistant Front Office Manager
Mövenpick Hotel
Izmir
04.2023 - Current
- Interacted with the guests by phone, email, or in-person to provide information.
- Drafted employee work schedules to fill coverage gaps.
- Supervised payroll corrections for accuracy and duplications.
- Completed monthly and quarterly reports for senior management.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Coached employees through day-to-day work and complex problems.
- Trained new-hires on Accor procedures to better service customers.
Duty Manager
Mövenpick Hotel
Izmir
01.2023 - Current
- Initiated plans to improve guest relations, Accor quality standards, and service efficiency.
- Responded to guest concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Developed and maintained strong relationships with guests to increase loyalty, trust and satisfaction.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Reported guests complaints, resolved issues, and adjusted policies to meet changing needs.
Front Office Supervisor
Mövenpick Hotel
Izmir
07.2022 - 01.2023
- Coached employees through day-to-day work and complex problems.
- Organized documents for company communication, travel vouchers, and payment services.
- Dispersed petty cash to employees and collected and managed receipts.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Front Desk Receptionist
Mövenpick Hotel
Izmir
04.2022 - 07.2022
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Collected room deposits, fees, and payments.
- Resolved guests problems and complaints.
Hotel Manager
Angel's Park Hotel
Denizli
02.2020 - 03.2022
- Developed and implemented marketing strategies to promote hotel services.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Made agreement with the famous sport clubs providing best available room rates and high-quality services.
- Increased customer service ratings through personable service.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
Front Office Manager
Angel's Park Hotel
Denizli
05.2019 - 02.2020
- Coached employees through day-to-day work and complex problems.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Created, prepared, and delivered reports to various departments.
- Established team priorities, maintained schedules and monitored performance.
Front Desk Agent
North Point Hotel
Denizli
02.2017 - 03.2019
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Answered customer telephone calls promptly and appropriately handled needs.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Used internal software to process reservations, check-ins and check-outs.
Front Desk Agent
Hilton Bodrum Turkbuku
Mugla
04.2015 - 10.2015
- Answered customer telephone calls promptly and appropriately handled needs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
Education
Bachelor of Arts - Tourism And Travel Services Marketing Operations
Mugla Sitki Kocman University
Mugla 09.2009 - 06.2014
Bachelor of Tourism Studies - Tourism Management
University Of Pannonia FBE
Hungary 02.2014 - 06.2014
Skills
Hotel information
Staff Management
Proficient in Opera PMS
Relationship building
Microsoft Office Suite
Lost and found procedures
Scheduling
Operations Management
Guest Relations Management
Guest check-in and out procedures
Oral and writing communication
Hospitality services
Software
Onq PMS
Timeline
Assistant Front Office Manager
Mövenpick Hotel
04.2023 - Current
Duty Manager
Mövenpick Hotel
01.2023 - Current
Front Office Supervisor
Mövenpick Hotel
07.2022 - 01.2023
Front Desk Receptionist
Mövenpick Hotel
04.2022 - 07.2022
Hotel Manager
Angel's Park Hotel
02.2020 - 03.2022
Front Office Manager
Angel's Park Hotel
05.2019 - 02.2020
Front Desk Agent
North Point Hotel
02.2017 - 03.2019
Front Desk Agent
Hilton Bodrum Turkbuku
04.2015 - 10.2015
Bachelor of Tourism Studies - Tourism Management
University Of Pannonia FBE
02.2014 - 06.2014
Bachelor of Arts - Tourism And Travel Services Marketing Operations
Mugla Sitki Kocman University
09.2009 - 06.2014