YILDIZ ULANOVA
Istanbul
Overview
2
2
years of professional experience
Work History
Reservation Executive
Metropolitan Hotels Bosphorus
10.2023 - Current
- Collaborated with sales team to upsell premium services, resulting in increased revenue.
- Enhanced customer loyalty by providing personalized recommendations based on guest preferences.
- Instituted efficient work routines that minimized time spent on administrative tasks while maintaining accuracy levels required for the role.
- Documented all customer and booking information in OPERA PMS
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Coordinated group stays and participated in meetings with agencies to ensure seamless arrangements.
- Handled the management of the hotel’s official Instagram account.
- Strong writing skills with proficiency in MS Word, Excel, and OPERA.
Detail-oriented, highly organized, and result-driven in fast-paced environments. - Positive, adaptable, with a flexible approach to hospitality work schedules.
- Strong communication, customer service expertise, and problem-solving focus.
- Excellent time management and multitasking abilities.
Reservation Agent
DoubleTree by Hilton Istanbul Topkapi
01.2023 - 10.2023
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- - ONQ PM Training HCRS-All (ONQPM93)
- Room Numbers and Room Types - HRS
- Database Maintenance
- 2023 Inclusive Guest Experience Training
- Email Guest Receipts
- Blue Energy Service Skills (Hilton Hotels & Resorts)
- Closeout, Audit Interface, and Settle House Accounts
- No-Show and Late Cancellation Charges - HRS
- CRM Features in OnQ - Handled billing information over phone.
- Generated and reported performance metrics to management to inform decision-making.
- Implemented feedback system for customers to rate their booking experience, providing valuable data for service enhancements.
- Updated reservation records with high accuracy, maintaining integrity of booking information.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
Education
BBA - Finance And Banking
Osh State University
Kyrgyzstan Osh05.2025
ONQ PM Training HCRS-All (ONQPM93)
Hilton University
Istanbul, Turkey02.2023
High School Diploma -
School №14, Kanybek Altybaev
Kyrgyzstan Osh 06.2021
Languages
Kyrgyz
Native language
English
Advanced
C1
Russian
Proficient
C2
Turkish
Intermediate
B1
French
Beginner
A1
Timeline
Reservation Executive
Metropolitan Hotels Bosphorus
10.2023 - Current
Reservation Agent
DoubleTree by Hilton Istanbul Topkapi
01.2023 - 10.2023
BBA - Finance And Banking
Osh State University
ONQ PM Training HCRS-All (ONQPM93)
Hilton University
High School Diploma -
School №14, Kanybek Altybaev