Zeynep Topal

• Streamlined booking process by implementing new software system.
• Developed promotional strategies for higher room occupancy during off-peak seasons.
• Managed large groups and events bookings with ease and efficiency.
• Conducted regular meetings with department heads for operational updates.
• Updated reservation policies, leading to fewer cancellations and no-shows.
• Addressed customer complaints, resulting in increased loyalty and repeat bookings.
• Trained team members to improve performance and productivity.
• Kept up-to-date inventory records to avoid overbooking or underbooking issues.
• Implemented cross-training among staff, creating a multi-skilled workforce.
• Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
• Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
• Recommended hotel packages and initiatives to customers for increased business profits.

• Received incoming reservations enquiries and updated existing bookings in line with established policies and procedures.
• Mastered company pricing strategy to maximize opportunity during peak and off-peak periods.
• Connected clients with resources to complete travel documents, insurance and currency exchanges.
• Applied company selling strategy across all reservations systems, managing availability of room types and locations.
• Monitored inventory levels to avoid overbooking, ensuring a smooth operation within the reservations department.
• Synchronized front- and back-of-house activity for smooth hospitality operations.
• Handled modifications, cancellations, and special requests with a focus on customer satisfaction.
• Collaborated with sales and marketing teams to promote special offers and packages.
• Prepared detailed reports on reservations statistics and forecasts for senior management, aiding in decision-making.
• Participated in team meetings to discuss performance targets, guest feedback, and operational improvements.
• Trained new staff on reservations systems and customer service standards, fostering a culture of excellence.
• Led weekly team meetings to discuss performance metrics, address challenges, and share best practices.

• Preparing weekly forecast report, month-end reports, weekly revenue meeting reports.
• Developed research strategies to assess market demand for new offerings.
• Reviewed sales data to forecast market trends and adapt marketing strategies.
• Training my team and other departments (about OPERA PMS)
• Monitored consumer patterns, anticipating changes and maintaining marketing strategy relevance in dynamic landscape.
• Collated consumer data for product preference analysis and campaign optimisation.
• Helped teams reach ambitious sales objectives with multi-channel marketing campaigns.
• Employed external sales and promotions teams to maximise campaign reach and revenue.
• Established clear objectives for marketing initiatives, guiding implementation, tracking and optimisation efforts.
• Used data to build strategies for targeting specific markets and consumer demographics.
• Analysed market trends and demand to develop accurate pricing strategies.
• Created customer awareness of goods, services and special promotions with creative advertising strategies.

• Mastered company pricing strategy to maximize oppotunity during peak and off-peak periods
• Change sales strategy and rooms' inventory according to city demand trends
• Monitored competitors for occupancy and rate and recommend changes based on findings (checking STR and Lighthouse reports)
• Manage inventory of all transint distribution channels including PMS, GDS, website and OTA's
• Preparing weekly forecast reports, month-end reports, weekly revenue meeting reports
• Worked closely with the sales and events teams to ensure group reservations are processed seamlessly
• Training my team and other departments (about Opera PMS)

- Working on new reservations by answering the phone and also responding via email and finding them best offer and most suitable accommodation

- Deal with all reservations put trough both the hotel booking system [Opera] and directly to the hotel

- Maximize revenue buy ensuring we give out the best rates possible but also keep the guest happy

- Create relationships with various businesses to ensure repeat business for the rooms

- Maintained the hotel capacity and looked to make sure revenue growing within the department

- Creating and maintaining OTA extranets [booking.com, expedia, Mr&Mrs Smith etc.]

- Preparing daily pick up report and weekly revenue reports

- Helping team on reception if they need help in rush hours

- In charge of guests check in & check out by using Opera

- Dealt with guests face to face as we were first point of contact

- Dealt with guests complaints efficiently ensuring they were both resolved and the guest was happy

- Served as public relations representative for the hotel

- Fostered strong working relationships with all hotel departments

- Kept monthly track of guest loyalty program and pushed for the best results in Europe

- Preparing reports at night shifts

- Rooming, Concierge and Executive Lounge Services

- Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette

- Delivered requested items to guests' rooms

- Greeted and registered group guests and issued room keys

- Updating guests' profiles on Opera

- Providing an efficient and comprehensive housekeeping service to all guests who request it.

- Responsible for working as part of a team cleaning and re-setting hotel rooms to deliver the best possible standards of cleanliness and hygiene.

• Servicing rooms to the required standard, using cleaning materials and equipment.
• Inspecting the condition of all furniture for tears, rips or stains and then reporting any damages to the supervisor.
• Ensuring the economical and safe use of housekeeping supplies and equipment.
• Involved in the daily cleaning and tidying of all the hotel rooms and any public areas.
• Supplying and replacing essential toiletries and breakfast items.

- Reacting to guest requests positively and carrying them out quickly and professionally.

- Notifying superiors on any damaged or missing items as well as any other issues of concern.

- Reporting lost or found items.

- Filling in related administrative paperwork relating to any housekeeping duties.

- Responsible for guests check in & ceck out ad Executive Lounge

- Set-up the Executive Lounge tables and serving [coffee or tea for breakfast]

- Concierge service at Executive Lounge