Hülya Derse
İZMİR
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Renaissance Izmir Hotel
10.2022 - Current
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff members in customer service techniques and hotel operations.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Collected room deposits, fees, and payments.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Used internal software to process reservations, check-ins and check-outs.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Resolved problems, improved operations and provided exceptional service.
- Self-motivated, with a strong sense of personal responsibility.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
Guest Relations Supervisor
Radisson Blu Resort & SPA, Çeşme
03.2022 - 07.2022
- Partnered with local businesses to create customized itineraries that showcased area attractions while driving ancillary revenue streams such as restaurant bookings or spa appointments.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Streamlined check-in and check-out processes for improved efficiency and reduced waiting times for guests.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Identified issues, analyzed information and provided solutions to problems.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Collaborated with hotel departments to ensure seamless communication and coordination, resulting in better guest experiences.
Front Desk Agent
Izmir Marriott Hotel
09.2021 - 03.2022
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Collected room deposits, fees, and payments.
- Used internal software to process reservations, check-ins and check-outs.
Front Desk Agent
Six Senses Kaplankaya
02.2021 - 08.2021
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Collected room deposits, fees, and payments.
- Used internal software to process reservations, check-ins and check-outs.
Front Desk Agent
Kempinski Hotel Barbaros Bay
07.2020 - 09.2020
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Collected room deposits, fees, and payments.
Guest Relations Agent
Kempinski Hotel Barbaros Bay
05.2019 - 09.2019
- Assisted with luggage handling, valet services and concierge services.
- Assisted in the development of guest relations protocols, resulting in a consistent approach across the team.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Proactively communicated with guests to anticipate needs and offer assistance in advance.
- Organized special events for VIP guests, demonstrating attention to detail and commitment to exceeding expectations.
- Managed high-pressure situations effectively, ensuring minimal impact on guest satisfaction levels.
- Greeted guests upon arrival by providing warm welcome.
Journalist
Yerel Gözcü Magazine
09.2016 - 10.2016
- Researched and gathered information to develop accurate and credible stories.
- Wrote, edited and produced stories for Internet and digital channels.
- Researched and analyzed newsworthy events, trends and issues.
- Proven ability to learn quickly and adapt to new situations.
- Applied effective time management techniques to meet tight deadlines.
- Learned and adapted quickly to new technology and software applications.
Blogger
otuzbeslik.com site
06.2016 - 08.2016
- Customized brand message to reach and capture target audience interest and drive engagement.
- Established brand authority by contributing expert commentary on relevant news stories or industry developments in the blog niche.
- Built, established and maintained relationships with sources.
Education
Associate of Science - Tourism And Hospitality Management
Dokuz Eylül University
Izmir, Turkey06.2020
Bachelor of Science - Radio, Television And Cinema
Yasar University
Izmir, Turkey06.2016
Skills
- Microsoft Office (Word, Power Point), Adobe Premiere, Adobe After Effects, Opera
- Event Coordination
- Multitasking Abilities
- Time Management
- Effective Planning
- Strategic Planning
- Payment Processing
- Excellent Communication
- Reporting capabilities
- Problem-solving abilities
- Written Communication
- Listening Skills
- Foreign Languages
- Sales expertise
- Problem-solving skills
Personal Information
- Place of Birth: İzmir
- Date of Birth: 12/04/93
- Driving License: B Class
- Marital Status: Single
Hobbies and Interests
Pencil drawing, creating short videos, street photography,write a script,pilates
References
Oparation Manager: Çağrı Beşer - Radisson Blu Resort & SPA, Çeşme
0506 975 5355
Director of Rooms: Ali Çetiner - Hyde Bodrum
0505 355 1213
Senior Executive Assistant: Merve Doğru - Akkanat Holding Beyteks Inc.
0542 300 4088
International Sales Consultant: Oytun Çetin - Longevita London Limited
0554 455 2418
Certification
Marketing Essentials - International Business Management Institute
Sales and Marketing - Bilgeiş
Diction and Rhetoric Course
Languages
Turkish
Native language
English
Advanced
C1
Timeline
Front Desk Agent
Renaissance Izmir Hotel
10.2022 - Current
Guest Relations Supervisor
Radisson Blu Resort & SPA, Çeşme
03.2022 - 07.2022
Front Desk Agent
Izmir Marriott Hotel
09.2021 - 03.2022
Front Desk Agent
Six Senses Kaplankaya
02.2021 - 08.2021
Front Desk Agent
Kempinski Hotel Barbaros Bay
07.2020 - 09.2020
Guest Relations Agent
Kempinski Hotel Barbaros Bay
05.2019 - 09.2019
Journalist
Yerel Gözcü Magazine
09.2016 - 10.2016
Blogger
otuzbeslik.com site
06.2016 - 08.2016
Associate of Science - Tourism And Hospitality Management
Dokuz Eylül University
Bachelor of Science - Radio, Television And Cinema
Yasar University