TUFAN HOCAOGLU
Hospitality Professional
Summary
Personable Hospitality Specialist with 17 years of success in guaranteeing customer satisfaction through personable reservation services and attendance to guests' needs. Adept at promptly assisting customers by uncovering preferences. Passionate about providing upbeat and friendly service, resulting in consistent return customers.
Overview
22
22
years of professional experience
7
7
Certifications
2
2
Languages
Work History
Hospitality Manager
Acıbadem Holding APlus Hastane Otelcilik Hiz. A.Ş
04.2022 - 06.2024
- Company Overview: Senior Manager at Aplus company, which provides hotel management services with in the Acıbadem Bodrum Hospital
- 35.000 sqm area, 120 Rooms, 210 staff, Daily 1400 pax catering & 500+ cafe & restaurant operations, Housekeeping & Laundry operations
- Maintained excellent working knowledge of health, safety and hygiene standards, guaranteeing operational compliance
- Managed and motivated large teams of staff to deliver against daily operational targets
- Led by example in delivering first-class service, uplifting overall team performance in customer satisfaction surveys
- Senior Manager at Aplus company, which provides hotel management services with in the Acıbadem Bodrum Hospital
- 35.000 sqm area, 120 Rooms, 210 staff, Daily 1400 pax catering & 500+ cafe & restaurant operations, Housekeeping & Laundry operations
- Collaborated with various departments to achieve operational excellence, boosting overall guest experience quality.
- Filed incident reports and handled inappropriate behavior to document problems and disturbances.
- Upheld brand reputation through strict adherence to corporate policies and guidelines relating to guest interactions and facility maintenance.
Executive Assistant Manager in Charge of Sales
Qasr Bodrum Family Resort & Spa
11.2018 - 09.2019
- Strengthened profit opportunities by effectively managing time/resources to meet sales objectives
- Shaped business strategy with compelling vision and data analysis
- Maintained current knowledge of pricing, products and services to leverage competitive edge and retain market share
- Developed strategies to position business to shape and capitalise on emerging customer and market needs
- Boosted profits through effective supervision of entire sales department
- Contacted customers to set-up appointments, monitor satisfaction levels and upsell additional offerings
- Showcased product features and benefits to drive sales
- Mentored sales representatives to demonstrate proven sales strategies and apply best practices
- Organized training to teach new office workers in processes and important policies
- Scheduled workers and allocated resources for routine office operations and special projects
- Delegated office administration tasks for smooth front-of-house management
- Coordinated fast, accurate clerical work for forms, files and general data entry
- Tracked key metrics and prepared reports outlining activities and financial details
- Kept team in compliance with office policies, safety processes and industry requirements
- Set up staff development schemes for continued team progression
- Managed telephone and switchboard operations for timely call handling
- Distributed progress reports for improved business planning
- Assessed staff capacity to maximise office productivity levels
- Recruited new team members for vacancies using online job boards
- Maintained team harmony by resolving grievances and assisting with conflicts
- Streamlined office operations by implementing efficient administrative processes and procedures.
- Liaised with internal departments and external partners to resolve challenges, streamline processes, and foster positive working relationships.
Executive Assistant Manager
Titanic Business Kartal
09.2017 - 10.2018
- Maintained team harmony by resolving grievances and assisting with conflicts
- Assessed staff capacity to maximise office productivity levels
- Distributed progress reports for improved business planning
- Recruited new team members for vacancies using online job boards
- Reviewed work results against objectives and identified staff knowledge or skill gaps
- Established clear procedures for team work, document tracking and data reporting
- Completed regular performance reviews and advised employees on potential improvements
- Managed telephone and switchboard operations for timely call handling
- Ordered cost-efficient office supplies and stationery to meet operational requirements
- Interviewed and hired staff based on job and team fit
- Assisted associated departments with clerical and administrative support
- Set up staff development schemes for continued team progression
- Kept team in compliance with office policies, safety processes and industry requirements
- Partnered across departments to set clerical schedules and determine resource requirements for special projects
- Tracked key metrics and prepared reports outlining activities and financial details
- Helped team produce quality work using desktop publishing applications
- Coordinated fast, accurate clerical work for forms, files and general data entry
- Delegated office administration tasks for smooth front-of-house management
- Scheduled workers and allocated resources for routine office operations and special projects
- Organized training to teach new office workers in processes and important policies
- Streamlined office operations by implementing efficient administrative processes and procedures.
- Optimized time management for executives through effective calendar coordination and travel arrangements.
Sales & Marketing Director
Sheraton Grand Samsun
12.2015 - 10.2017
- Shaped business strategy with compelling vision and data analysis
- Developed strategies to position business to shape and capitalize on emerging customer and market needs
- Boosted profits through effective supervision of entire sales department
- Strengthened profit opportunities by effectively managing time/resources to meet sales objectives
- Leveraged research to penetrate market and shape value-added solutions and approaches for key audiences
- Customised service offerings to accommodate consumer needs
- Showcased product features and benefits to drive sales
- Mentored sales representatives to demonstrate proven sales strategies and apply best practices
- Retained clients and obtained referrals by promptly resolving customer complaints, adding value and elevating service quality
- Applied processes and systems with proven results to increase customer satisfaction
- Converted cold leads to expand territory and negotiate profitable contracts
- Studied competitors to develop innovative selling strategies
- Overhauled lead generation procedures to trigger growth in territory
- Planned and coordinated product sales to exceed revenue projections and growth targets
- Contacted customers to set-up appointments, monitor satisfaction levels and upsell additional offerings
- Managed customer relationships through consultative sales techniques to attain individual sales goals
- Referenced weekly sales ad and promotional signage to verify and enforce correct pricing
- Participated in continuous product development training to maximise sales potential
- Closed large sales to exceed quota and align with company targets
Hotel Manager
Arcade Hotel Nisantasi
04.2014 - 12.2014
- Conducted end-of-month audits for upper management review
- Used proactive problem-solving skills to resolve issues quickly and effectively, minimizing operational disruption
- Coordinated daily activity using exceptional organization and planning abilities for smooth-running business operations
- Helped improve customer service, quality assurance and service speed by developing and implementing successful solutions
- Maintained professional demeanors in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach
- Managed and motivated large teams of staff to deliver against daily operational targets
- Led by example in delivering first-class service, uplifting overall team performance in customer satisfaction surveys
- Assisted guests at check-in, providing information on various services within the hotel
- Managed a team of four front desk agents and helped them to resolve issues that arose during their shifts
- Prepared invoices for customers and delivered to rooms on day of check-out
- Booked large groups of people for weddings, seminars, conferences and other events and offered best available room rates
- Cultivated long-lasting relationships with outside vendors including florists and restaurants to secure relationship marketing opportunities for guests
- Hired and mentored new employees while demonstrating the best methods for serving clients and guests
- Coordinated with the serving staff, ensuring that buffet stations in the dining room were always kept clean and dishes were refilled quickly
- Hired and mentored all new employees while also demonstrating best methods for servicing clients and guests
- Ensured that guest complaints were handled in the most effective manner possible and that complimentary services were offered for hardship cases
- Held regular briefings with team members, motivating staff to achieve exceptional results for customers
- Coached and mentored junior staff, developing confidence and competence for improved service delivery
- Uphold compliance and consistently followed company and industry-set standards
- Directed teams handling various operations in fast-paced environments
- Deduced workloads and customer demands and utilized details in scheduling and assigning staff work activities to fulfill client needs
- Identified department's financial and resource needs and helped management with drafting budgets for planned and unplanned expenses
- Checked equipment for faults, flaws or defects and scheduled maintenance operations to fix issues and keep department operational
- Generated reports and attended management meetings and briefs to discuss business needs, track goal fulfillments and make administrative decisions
- Liaised with employees to determine complaints and satisfaction levels and addressed reported problems to keep staff motivated
- Appraised staff to pinpoint performance gaps and learning needs and arranged training sessions to improve skill levels and quality of service delivery
- Developed and implemented marketing strategies to promote hotel services.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
Front of House Manager
Anemon Hotels
04.2013 - 04.2014
- Delivered high level of quality service to each patron, resulting in consistent, positive feedback from guests
- Managed employee acquisition, selecting recruits based on expertise, experience and interview success
- Managed schedule for restaurant staff, planning depending on busy periods, contacted hours and budgets
- Organized regular management quality review meetings with auditors and managers to employ best practice measures
- Managed regular training and skills development sessions with staff to relay current company best practices and effective communication techniques
- Communicated daily specials, promotions and recommended menu items when taking customer orders
- Maintained extensive knowledge of menu items and daily deals by communicating with chefs and bartenders
- Demanded and verified staff closely follow safety procedures and guidelines, including personal safety, equipment use, food handling and storage
- Managed all front of house certifications and re-certifications
- Received and tactfully resolved customer complaints to maintain customer satisfaction
- Closely monitored staff to ensure operations ran smoothly, efficiently and within restaurant standards
- Monitored all FOH staff certifications to ensure compliance with industry standards
- Promoted revenue awareness with employees to maximize sales and upselling opportunities
- Handled guest complaints quickly using tact and diplomacy, maintaining positive dining experiences for everyone
- Performed cash handling activities and secured nightly bank deposits.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
Receptionist / As. Guest R. Man.
Xanadu Hotels & Resorts
03.2008 - 03.2013
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
Shift Leader
Queens Hotel Brighton
01.2004 - 12.2004
Receptionist
Hilton Brighton Metropole
01.2002 - 12.2002
Education
Certificate of Higher Education - English Linguistic
University Of Sussex
Skills
Sales strategies
Certification
Planning & Budgeting
Timeline
Hospitality Manager
Acıbadem Holding APlus Hastane Otelcilik Hiz. A.Ş
04.2022 - 06.2024
Executive Assistant Manager in Charge of Sales
Qasr Bodrum Family Resort & Spa
11.2018 - 09.2019
Executive Assistant Manager
Titanic Business Kartal
09.2017 - 10.2018
Sales & Marketing Director
Sheraton Grand Samsun
12.2015 - 10.2017
Hotel Manager
Arcade Hotel Nisantasi
04.2014 - 12.2014
Front of House Manager
Anemon Hotels
04.2013 - 04.2014
Receptionist / As. Guest R. Man.
Xanadu Hotels & Resorts
03.2008 - 03.2013
Shift Leader
Queens Hotel Brighton
01.2004 - 12.2004
Receptionist
Hilton Brighton Metropole
01.2002 - 12.2002
Certificate of Higher Education - English Linguistic
University Of Sussex