Ms Office
Ozan Efe Ay
Göynük
Summary
Experienced in front desk and hotel management. Thrives in a collaborative team environment. Approaches challenges with a solution-oriented mindset. Possesses deep understanding of the hospitality industry. Builds strong customer relationships through effective communication skills. Demonstrates flexibility and willingness to travel for seamless operations.
Overview
15
15
years of professional experience
12
12
Certifications
3
3
Languages
Work History
Night Manager
Orange County Kemer
01.2024 - Current
- Maintained a secure environment through diligent monitoring of hotel premises and strict adherence to safety protocols.
- Coordinated with housekeeping and maintenance departments to guarantee rooms were prepared according to guest preferences and standards.
- Spearheaded initiatives aimed at reducing energy consumption during nighttime operations, resulting in substantial cost savings for the hotel.
- Handled emergency situations with professionalism, maintaining guest safety as the top priority.
- Monitored inventory levels of essential supplies, placing orders when necessary to prevent shortages or delays in service delivery.
- Managed reservation inquiries and booking adjustments, ensuring timely room availability for all guests.
Operations Manager
Onkel Rada Residence
01.2018 - 01.2023
- Experience in front desk and hotel management
- Prone to team work
- Analytical, entrepreneurial and solution orientated
- Knowledgeable in hospitality
- Strong communication skills with customers
- No Travelling Problems
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Optimized inventory management systems to reduce waste while maintaining property standards.
- Incorporated sustainable practices into daily operations, reducing environmental impact without sacrificing quality or service levels.
Guest Relations Manager
Doubletree By Hilton
01.2016 - 01.2018
- 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.
- Streamlined check-in processes, reducing wait times and improving overall guest satisfaction.
- Maintained detailed records of guest preferences, enabling tailored service offerings upon future visits.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Developed and implemented guest relations policies, ensuring a consistent high-quality experience for all visitors.
- Motivated and rewarded employees to improve engagement.
Guest Relations Supervisor,Guest Relations Manager
Tulip Hotels
01.2012 - 01.2016
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Maintained a welcoming atmosphere with genuine interactions and professional communication skills.
- Coordinated special requests from guests, including transportation arrangements or local activity bookings.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Collaborated with hotel departments to ensure seamless guest experiences during their stay.
Executive Club Lounge
D Maris Bay Hotel
01.2011 - 01.2012
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Maintained a welcoming atmosphere with genuine interactions and professional communication skills.
- Coordinated special requests from guests, including transportation arrangements or local activity bookings.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Collaborated with hotel departments to ensure seamless guest experiences during their stay.
- Resolved guest complaints diplomatically, resulting in increased loyalty and repeat business.
Front Office Staff
Aqua Fantasy Hotel&Spa
01.2010 - 01.2011
- Established rapport with regular guests, fostering loyalty and repeat business through personalized service.
- Implemented best practices for inventory management of supplies at the front desk, reducing waste while maintaining optimal stock levels.
- Maintained confidentiality of guest information, adhering to data privacy regulations and hotel policies to protect the security of sensitive personal details.
- Coordinated with housekeeping staff, ensuring proper room preparation and timely turnover.
- Managed reservation system to ensure accurate room allocation and up-to-date availability information.
- Conducted routine audits of reservation data to identify potential errors or inconsistencies, rectifying issues proactively to avoid negative impacts on operations or guest experiences.
- Streamlined check-in and check-out processes for improved efficiency and reduced waiting times.
- Assisted in training new front office staff members for seamless integration into the team.
Education
No Degree - Hospitality Management
Anadolu University
Eskişehir, Turkey 04.2001 - 01.2014
No Degree - International Hotel Management
American Hotel And Lodging Association
Headquarters: Washington 04.2001 -
Skills
Customer service focus
People management
Complaint handling
Guest assistance
Strong organization
Teamwork and leadership
Teamwork and collaboration
Problem-solving
Guest relations expertise
Guest services management
Guest relations management
Front office operations
Teamwork
Guest satisfaction analysis
Certification
International Hotel Management
Software
Fidelio
Opera
Sedna
Elektra
Odeon
Timeline
Night Manager
Orange County Kemer
01.2024 - Current
Operations Manager
Onkel Rada Residence
01.2018 - 01.2023
Guest Relations Manager
Doubletree By Hilton
01.2016 - 01.2018
Guest Relations Supervisor,Guest Relations Manager
Tulip Hotels
01.2012 - 01.2016
Executive Club Lounge
D Maris Bay Hotel
01.2011 - 01.2012
Front Office Staff
Aqua Fantasy Hotel&Spa
01.2010 - 01.2011
No Degree - Hospitality Management
Anadolu University
04.2001 - 01.2014
No Degree - International Hotel Management
American Hotel And Lodging Association
04.2001 -