Enver Boga
Guest Relations Manager
Antalya
Summary
Customer-focused Guest Relations Manager with 22 years in hospitality industry. Energetic and personable individual with knack for creating positive guest experiences through exceptional communication and interpersonal skills. Possesses comprehensive understanding of hospitality standards and customer service best practices, coupled with strong organizational and problem-solving abilities.
Overview
20
20
years of professional experience
Work History
Guest Relations Manager
Limak Limra Hotel
03.2022 - Current
- 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.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction, resulting in increased return visits.
- Took part in developing and implementing of guest relations policies, ensuring a consistent high-quality experience for all visitors.
- Fostered a culture of exceptional customer service within the Guest Relations department through ongoing coaching and development opportunities for team members.
- Motivated and rewarded employees to improve engagement.
- Coached and developed associates to improve soft skills and recovery techniques.
- Monitored online reviews and feedback, identifying areas for improvement and implementing changes accordingly.
- Oversaw the coordination of special events held at the hotel, ensuring seamless execution and exceptional guest experiences.
Assistant Guest Relations Manager
Limak Limra Hotel
01.2015 - 03.2022
- Monitored guest feedback, using to improve service and departmental operations.
- Assisted in training new team members, fostering a supportive work environment for professional development.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Collaborated with other departments to ensure a seamless guest experience throughout their stay.
Guest Relations Supervisor
Limak Limra Hotel
05.2014 - 01.2015
- Supervised daily operations of the Guest Relations department, ensuring staff adherence to best practices and service standards.
- Implemented a loyalty program that rewarded repeat guests, contributing to an increase in long-term clientele base.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Monitored guest feedback, using to improve service and departmental operations.
- Coached new hires on company policies and procedures, setting them up for success in their roles as Guest Relations Agents.
Guest Relations Agent
Limak Limra Hotel
07.2012 - 05.2014
- Greeted guests upon arrival and offered assistance.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Improved overall guest experience by organizing special occasions such as birthdays or anniversaries upon request.
Land Sport and Fitness Responsible
Limak Limra Hotel
02.2007 - 07.2012
- Created individualized fitness programs to meet clients' goals, physical abilities and limitations.
- Remained current with fitness trends and techniques to provide latest and most impactful workouts for clients.
- Stayed current with CPR and first aid certification to provide emergency response in case of injury.
- Provide the hotel guests with land sport activities and daily entertainment program.
Land Sport Entertainer and Fitness Responsible
Marti Myra Hotel
02.2006 - 01.2007
- Provided the hotel guest with daily activities as morning gym, water gym, step-aerobic, etc.
- Created fun and animated skits aligned with company mission and values for guest enjoyment.
- Communicated with guests clearly and with good humor to encourage laughter and excitement.
Land Sport Entertainer and Fitness Responsible
Sungate Port Royal (Rixos Sungate) Hotel
05.2005 - 02.2006
- Created fun and animated skits aligned with company mission and values for guest enjoyment.
- Provided the hotel guests with different daily sport activities and evening entertainment.
Education
Bachelor - Health And Physical Education
Chukurova University
Adana 04.2001 -
Skills
Complaint handling
Organizational skills
Excellent communication
Customer satisfaction
MS office
Teamwork and leadership
English
Turkish
German
Russian
Fidelio Hotel Operation and CRM Program
Staff training and development
Timeline
Guest Relations Manager
Limak Limra Hotel
03.2022 - Current
Assistant Guest Relations Manager
Limak Limra Hotel
01.2015 - 03.2022
Guest Relations Supervisor
Limak Limra Hotel
05.2014 - 01.2015
Guest Relations Agent
Limak Limra Hotel
07.2012 - 05.2014
Land Sport and Fitness Responsible
Limak Limra Hotel
02.2007 - 07.2012
Land Sport Entertainer and Fitness Responsible
Marti Myra Hotel
02.2006 - 01.2007
Land Sport Entertainer and Fitness Responsible
Sungate Port Royal (Rixos Sungate) Hotel
05.2005 - 02.2006
Bachelor - Health And Physical Education
Chukurova University
04.2001 -