NILGUN KARAKUS
MONTREAL
Summary
Highly experienced and dedicated professional with a positive attitude and solid background in both hospitality and aviation industries.
Skilled in providing exceptional customer service and ensuring customer satisfaction.
Adept at managing customer relations and resolving issues efficiently.
Proven track record of building strong relationships with clients and exceeding their expectations.
A dedicated team player with a passion for providing a memorable experience for guests.
Detail-oriented customer service professional bringing demonstrated success in transforming challenges into customer satisfaction.
Intelligent management professional with exceptional knowledge of venues, tourist attractions, dining and entertainment offerings.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
27
27
years of professional experience
Work History
Guest Relation Manager
YUKSEL SEAFOOD RESTAURANT
01.2021 - 01.2023
- Managing guest flow and reservations to ensure the smooth and efficient operation of the restaurant.
- To create a warm and pleasant atmosphere for customers and to ensure that guests have an unforgettable dining experience.
- Enhancing guest satisfaction by promptly addressing and resolving all concerns and complaints.
- Quickly identifying problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Increasing restaurant revenue by optimizing table turnover rates and enhancing menu offerings.
- Developing, implemented, and managed business plans to promote profitable food and beverage sales.
Guest Relation Officer
BERR HOTEL
01.2018 - 01.2021
- Greeting guests upon arrival and offered assistance.
Providing information about facilities, programs and other services to the customer. - Resolving guest complaints diplomatically, resulting in increased loyalty and repeat business.
- Collaborating with hotel departments to provide guests with exceptional service experiences during their stay.
Chief Flight Attendant (Purser)
ATLASJET AIRLINES
01.2008 - 10.2019
- To be responsible for communicating safety rules and regulations to passengers during the flight.
- To deliver a seamless travel experience for passengers on domestic and international flights.
- Handling medical and emergency situation calmly and competently .
- Coordinating the activities of the crew, evaluating the performance of the cabin crew.
- Demonstrating flexibility and adaptability amidst schedule changes, delays, or challenging situations .
Flight Attendant
TURKISH AIRLINES
01.2005 - 01.2008
- Collaborating with flight crew to maximize smooth and safe flights.
- Performing pre-flight cabin checks to maintain operational safety equipment.
- Participating in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
Customer Representative
KARINCA LOGISTICS
01.1996 - 01.2000
- Ensuring delivery of excellent customer service through accurate and fast processing of sales order
- Communicating and coordinating with other departments and partners in order to fulfill customers' needs
- Monitored shipment statuses closely and proactively updated clients on potential delays or discrepancies.
Education
Bachelor of Hospitality Management - Hospitality Management
Anadolu University
Eskisehir, Turkey06.2019
Associate of Tourism & Hotel Service - Tourism & Hotel Service
Anadolu University
Eskisehir, Turkey06.2000
Skills
Hospitality Industry Knowledge
Exceptional communication
Customer service expert
Complaint Handling
Superior organizational skills
Effective negotiation
Cultural Awareness
Food and beverage knowledge
Menu Planning
Event Support
Reservation Management
Brand representation
Detail-driven
Culturally sensitive service provider
Guest communication
Guest complaint resolution
Customer Relationship Management
Problem-Solving
Time Management
Teamwork and Leadership
Attention to Detail
Problem-solving abilities
Multitasking
Reliability
Excellent Communication
Computer Skills
Organizational Skills
Team Collaboration
Effective Communication
Adaptability and Flexibility
Decision-Making
Food and Beverage Operations
Relationship Building
Microsoft Office proficiency
Work Planning and Prioritization
Self Motivation
Analytical Thinking
Goal Setting
Professionalism
Interpersonal Communication
Adaptability
Professional Demeanor
Problem-solving aptitude
Strong negotiation skills
Empathy and patience
Cross-cultural awareness
Teamwork and Collaboration
Calm and Professional Under Pressure
Customer service excellence
Calm Under Pressure
Problem Resolution
Customer Relations
Microsoft Office
Data Entry
Issue and Complaint Resolution
Time management abilities
Customer Data Confidentiality
Policies and Procedures Adherence
Customer Relationship Management (CR
Languages
Turkish
Native language
English
Upper intermediate
B2
Practicuminternship
INTERN, BERR HOTEL, Istanbul, Turkey, 04/1999, 07/1999, 90 WORK DAYS
Trainingscourses
1) TURKISH AIRLINES FLIGHT TRAINING CENTER /
- Dangerous Goods Regulations.
- Emergency Response Course & Flight Safety
- CPR / First Aid & Defibrillator Training (MINISTRY OF HEALTH & FIRST AID ACADEMY)
- Fire Fighting & Fire Safety Training
- Flight Attendant Training (The Directorate General of Civil Aviation)
- Airbus A-310 / A-330, A-319 / A-320 / A-321 / Boeing B-737-400 / 500 / 800, RJ
2) TURKISH DO& CO.
- Business - Economy Class Food & Beverages Training,
- Menu Planning & Design
- Hospitality Training & Service On-Board
3) BORAJET FLIGHT TRAINING CENTER
- Flight Purser Training ATR 72-500
- Emergency & Flight Safety
- CRM Crew Resource Management
4)ATLASJET FLIGHT TRAINING CENTER
- Flight Purser Training; Boeing B-757 200 - 256, Airbus A-310 / A-330, A-319 / A-320 / A-321
- First Aid & Defibrillator Practical Training (MINISTRY OF HEALTH)
5) TMI (PDR) INTERNATIONAL / Human Relation Training
6) ISTANBUL BUSINESS INSTITUTE
- Stress Management,
- Time Management,
- Dealing with Difficult Customers,
- Internal Auditor Training (QUALITY MANAGEMENT),
- 360 Degree Performance Management
Computerprograms
- Ms Office
- Word
- Excel
- PowerPoint
- Adobe photoshop
- Amadeus
- Evrim
Certification
1) TURKISH AIRLINES FLIGHT TRAINING CENTER /
Dangerous Goods Regulations.
Emergency Response Course & Flight Safety
CPR / First Aid & Defibrillator Training (MINISTRY OF HEALTH & FIRST AID ACADEMY )
Fire Fighting & Fire Safety Training
Flight Attendant Training ( The Directorate General of Civil Aviation )
Airbus A-310 /A-330, A-319 / A-320 /A- 321 / Boeing B- 737- 400 / 500 / 800, RJ
2) BORAJET FLIGHT TRAINING CENTER
Flight Purser Training ATR 72-500
Emergency & Flight Safety
3) ATLASJET FLIGHT TRAINING CENTER
Flight Purser Training ; Boeing B- 757 200 - 256 , Airbus A-310 /A-330, A-319 / A-320 /A- 321
First Aid & Defibrillator Practical Training (MINISTRY OF HEALTH )
4) TURKISH DO& CO.
Business - Economy Class Food & Beverages Training ,Menu Planing & Design
Hospitality Training & Service On-Board
5) TMI (PDR) INTERNATIONAL / Human Relation Training
6) ISTANBUL BUSINESS INSTITUTE
Stress Management , Time Management ,
Dealing with Difficult Customers ,
Internal Auditor Training (QUALITY MANAGEMENT) ,
360 DegreePerformance Management
Timeline
Guest Relation Manager
YUKSEL SEAFOOD RESTAURANT
01.2021 - 01.2023
Guest Relation Officer
BERR HOTEL
01.2018 - 01.2021
Chief Flight Attendant (Purser)
ATLASJET AIRLINES
01.2008 - 10.2019
Flight Attendant
TURKISH AIRLINES
01.2005 - 01.2008
Customer Representative
KARINCA LOGISTICS
01.1996 - 01.2000
Bachelor of Hospitality Management - Hospitality Management
Anadolu University
Associate of Tourism & Hotel Service - Tourism & Hotel Service
Anadolu University