EMRE GOKMEN
FRONT OFFICE MANAGER
Antalya
Overview
17
17
years of professional experience
4
4
Languages
Work History
Front Office Manager
Papillon Belvil Hotel
10.2018 - 12.2024
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented staff training programs, improving employee performance and team cohesion.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
Guest Relations Manager
Papillon Belvil Hotel
10.2016 - 10.2018
- Created monthly reports on guest feedback trends, providing valuable insights to guide improvements in operations and services.
- Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
- Maintained detailed records of guest preferences, enabling tailored service offerings upon future visits.
- Developed and implemented guest relations policies, ensuring a consistent high-quality experience for all visitors.
Front Office Shift Leader
Double Tree Hotel By Hilton
10.2015 - 10.2016
- Drove sales and maximized revenue by up-selling rooms and amenities.
- Interviewed, hired, coached, and developed front office associates.
- Conducted regular staff meetings to address concerns, provide updates, and encourage open dialogue among team members.
- Identified areas for improvement within the front office department by conducting regular evaluations of existing processes and implementing necessary changes accordingly.
Guest Relations Supervisor
Papillon Belvil Hotel
06.2012 - 10.2015
- Elevated overall guest experience through proactive problem-solving measures designed to prevent recurring issues from arising in the future.
- Collaborated with hotel departments to ensure seamless communication and coordination, resulting in better guest experiences.
- Supported sales efforts by proactively reaching out to potential clients during targeted marketing campaigns or events held at the property.
- Organized special events for VIP guests, ensuring memorable stays that encouraged repeat business.
Guest Relations Officer
Papillon Belvil Hotel
05.2011 - 06.2012
- Directed VIP guest interactions, ensuring the highest standards of service were upheld.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Greeted guests upon arrival and offered assistance.
Receptionist
Papillon Belvil Hotel
06.2008 - 10.2010
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
Education
Associate Degree in Tourism - Tourism And Hotel Management
Anadolu University
Online 04.2001 -
Certificate - Russian Language
Pyatigorsk Linguistik University
Russia 10.2008 - 05.2009
Bachelor of Science - Mathematics
Ankara University
Ankara, Turkey 09.2002 - 01.2008
Skills
Customer service
Relationship building
Documentation and control
Complaint handling
Administrative skills
Team management
Timeline
Front Office Manager
Papillon Belvil Hotel
10.2018 - 12.2024
Guest Relations Manager
Papillon Belvil Hotel
10.2016 - 10.2018
Front Office Shift Leader
Double Tree Hotel By Hilton
10.2015 - 10.2016
Guest Relations Supervisor
Papillon Belvil Hotel
06.2012 - 10.2015
Guest Relations Officer
Papillon Belvil Hotel
05.2011 - 06.2012
Certificate - Russian Language
Pyatigorsk Linguistik University
10.2008 - 05.2009
Receptionist
Papillon Belvil Hotel
06.2008 - 10.2010
Bachelor of Science - Mathematics
Ankara University
09.2002 - 01.2008
Associate Degree in Tourism - Tourism And Hotel Management
Anadolu University
04.2001 -