Ismail Ozdogan
Front Desk Agent
Ankara
Summary
Dynamic and results-oriented professional with extensive experience at JW Marriott Hotel, excelling in customer satisfaction and problem-solving. Skilled in reservations and conflict resolution, I have a proven track record of enhancing guest experiences through meticulous attention to detail and effective communication. Expert in upselling and maintaining high standards of service, contributing significantly to business growth.
Overview
2
2
years of professional experience
3
3
Languages
Work History
Front Desk Agent
JW Marriott Hotel
10.2024 - Current
- Increased customer loyalty with exceptional communication skills and personalized service.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Collected room deposits, fees, and payments.
- Kept accounts in balance and ran daily reports to verify totals.
At Your Service Agent
JW Marriott Hotel
10.2023 - 10.2024
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Coordinated with other departments to ensure seamless service delivery across all touchpoints.
- Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
- Participated in regular meetings to discuss performance metrics, identify areas for improvement, and develop strategies to achieve goals.
- Managed high call volumes while maintaining excellent customer service standards for prompt issue resolution.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
Guest Relations Agent
JW Marriott Hotel
04.2023 - 10.2023
- Developed relationships with local businesses/vendors creating partnerships that enhance services provided to guests, further elevating their experience.
- 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.
- Liaised between housekeeping, maintenance, and front office teams to address any guest-related issues efficiently.
- Utilized customer relationship management software effectively, ensuring accurate record-keeping of guest information for future stays.
- Trained new Guest Relations Agents, sharing best practices for maintaining high standards of customer care.
- Maintained detailed knowledge of hotel facilities, services, and policies to provide accurate information to guests at all times.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
Guest Relations Agent
Trendy Hotels
06.2022 - 09.2022
- Established strong rapport with guests, fostering loyalty and repeat business.
- Maintained accurate and up-to-date records of guest information.
- Assisted guests with variety of services and local attraction information.
- Provided accurate information regarding local attractions, restaurants and activities.
- Scheduled and confirmed restaurant reservations for guests.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
Education
Bachelor of Arts - English Language And Literature
Hacettepe University
Ankara 04.2001 -
Minor - American Culture And Literature
Hacettepe University
Ankara 04.2001 -
Skills
Reservations
Documentation
Registration processing
Credit and cash payments
Problem-solving skills
Conflict and issue documentation
Oral and written communications
Time management abilities
Problem-solving abilities
Customer Satisfaction
Multitasking
Upselling
Timeline
Front Desk Agent
JW Marriott Hotel
10.2024 - Current
At Your Service Agent
JW Marriott Hotel
10.2023 - 10.2024
Guest Relations Agent
JW Marriott Hotel
04.2023 - 10.2023
Guest Relations Agent
Trendy Hotels
06.2022 - 09.2022
Bachelor of Arts - English Language And Literature
Hacettepe University
04.2001 -
Minor - American Culture And Literature
Hacettepe University
04.2001 -