UGUR COSKUN
FRONT DEST SUPERVISOR
Istanbul
Summary
Problem-solving Front Desk Manager at busy hotel experienced in upselling and marketing property amenities. Multilingual and dedicated to boosting customer loyalty. Consistently recognized by management for performance excellence. Versatile Front Desk Supervisor adept at managing guest expectations, hotel reputation and business needs. Effective multitasker and clear communicator with 13 years in hospitality industry. Experience managing front desk team of guest service specialists. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Friendly and prompt Front Service Clerk with good skills using phone, computer and office equipment. Strong multitasking, communication and interpersonal skills. Unsurpassed mathematical skills and finesse handling front office operations. Talented Front Desk Supervisor versed in solving range of daily issues with efficient and professional attitude. Adapts easily to changing demands and learns new information quickly. Accomplished leader and team manager. Energetic Front Desk Assistant with experience helping guests with check-in and travel tasks. Talented in planning outings for guests, providing needed resources and creating enjoyable visits. Personable professional in hospitality industry with more than 13 years of experience working at high-end resorts. Successful career history providing exceptional service to visitors and clients. Skilled, hospitality management graduate with over 13 years of practical experience in hotel operations. Highly effective in greeting guests and finding resolutions to issues. Consistently exceeds corporate goals for guest satisfaction and occupancy rates.
Overview
11
11
years of professional experience
3
3
Languages
Work History
FRONT DEST SUPERVISOR
CEVAHIR HOTEL ASIA MALTEPE
11.2015 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Collected room deposits, fees, and payments.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Entered and updated sensitive customer information during check-ins and room changes.
- Built talented team through hiring and training new associates.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Managed front desk maintenance of client records and lab data.
- Prepared weekly employee work schedules to meet operational needs.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Checked guests in out of hotel, made reservations, and processed payments.
- Kept accounts in balance and ran daily reports to verify totals.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Resolved guest complaints by addressing issues with rooms promptly.
- Attended staff meetings and brought issues to attention of upper management.
- Scheduled and assigned daily work and activities for team members.
Front Desk Receptionist
MARMA OTEL ISTANBUL
11.2013 - 10.2015
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Collected room deposits, fees, and payments.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Resolved customer problems and complaints.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Front Desk Receptionist
ASIA PRINCESS HOTEL
10.2012 - 11.2013
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Collected room deposits, fees, and payments.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Education
High School Diploma -
Sultanahmet High School
Istanbul 04.2001 -
Skills
Operations Oversight
Timeline
FRONT DEST SUPERVISOR
CEVAHIR HOTEL ASIA MALTEPE
11.2015 - Current
Front Desk Receptionist
MARMA OTEL ISTANBUL
11.2013 - 10.2015
Front Desk Receptionist
ASIA PRINCESS HOTEL
10.2012 - 11.2013
High School Diploma -
Sultanahmet High School
04.2001 -