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I am a hospitality strategist and marketer. I am wise in designing consumer experiences, process design, operational excellence,, business plans and positioning.
I expand the team’s vision by providing them necessary information that deepens their sight about customer and maturate their self-consciousness about their core competencies to handle difficult processes and customers. I optimize all the hospitality related workflow configuration to reduce costs and provide better services.
I am a positive and encouraging leader who creates a warm social atmosphere helping team to become more focused and productive. I offer the widest variety of work possible ensuring that it expands and develops staff. I am an ambitious and flexible individual who has passion to achieve the best results in the fast changing hospitality industry. I always support and recognise other people to achieve their best, too.
I can accomplish better results than other managers in the areas of; developing competitive strategies, workflow optimization, managing by objectives, designing demand creating product mix for high-income groups, differentiation of intangible assets and translation of game plans into action.
If you are trying to understand your customers, staff or competitors, investing in the designing of consumer experiences, building a team that will be versatile to play different game plans, executing unique approaches with unique applications that is where I engage.
Assistant General Manager
Voyage Hotels - Side Belediyesi, TurkeyAdministration & GeneralApril 2018 - Now · 10 months
Communicate and reinforce the vision for exceptional service and product quality to associates. Monitor and evaluate all department daily activities to ensure the successful operation of hotel facilities, services and amenities. Provide associates with the tools, training and environment. Develop and implement operating procedures and standards that support associates. Maintain the highest standard of services to the guests. Describe, assign, and delegate responsibility and authority for the operation of the various sub-departments under the General Manager's supervision. Partner with GM to create a positive work environment; Serve as a support resource for front line staff in all departments. Conduct walk-throughs and quality checks to drive exceptional service and guest satisfaction at all points of contact, to include pre-arrival, check-in/check-out, food & beverage, entertainment, housekeeping and maintenance. Build rapport with employees by fostering an environment of open communication. Talent management including employee development and ensuring participation in talent reviews. Actively look for consumer and industry insights. Develop and execute an operational plan to meet business and people objectives as well as consumer requirements. Propose optimization changes. Develop strategic alliances with local officials, businesses, and customers. 1. Created framework for Guest experience management. 24% of 2018 arrivals had automated individualized room and services configuration. (3083/13080) 2. Reduced complaint rate from 11% in 2017 (1525/13801) to 6,6% in 2018 (868/13080) 3. Worked as a team leader for mobile application development. Managed the content and benefits. Increased the Session Length by %65 and Open Rate by %200. 4. Designed an interface to monitor, collect and amplify guest reviews. The interface led us optimize digital guest engagement. TripAdvisor traveller ranking improved from 16th to 5th from 2017 to 2018 in Antalya province.
Voyage Sorgun - Antalya, TurkeyAdministration & GeneralApril 2013 - March 2018 · 4 years and 12 months
Leading people, processes, programs and performances related to interactions with customers to create profitable long-term relationship. Ensuring operational teams meet the demands of customers and deliver what sales and marketing has promised. Orientation, support and empowerment of frontline employees to enhance customer experiences via proper perception management and individually differentiated goods, services, events, properties, information and ideas. Maximizing the sum of benefits of customer through leading hotel’s branding and organizational communication initiatives. Designing operations related pre-stay marketing, preferences management, design of tools to understand customer groups to facilitate quick responses for rapid shifting customer desires, allowing hotel to tailor products to targeted customer segments. Creation of an environment for employee’s involvement and enthusiasm by means of evaluation of data for key drivers of the frontline employee engagement to create satisfied customers and improved business performance. Leading a common framework for decision making of frontline employees to help them determine their willingness to go to basic parameters of their job and increasing customer touch point opportunities by tools distributing customer expectations. Tracking online reputation on the basis of targeted customer communication channels, to increase the comprehension of the needs of customers. Contribution to projects creating online brand advocates and user communities via social media. 1. Applied balanced scorecards for hotel’s overall performance management tool. Increased overall mission and goal scores from %94 to %97 from 2013 to 2017. 2. Created an interface for Guest complaints and feedbacks management. 3,4 comments are managed per room in 2018 (44978/13080). 3. Worked as a team leader for mobile application development. Managed the content and benefits. Increased the Session Length by %65 and Open Rate by %200.
Voyage Sorgun - Antalya, TurkeyAdministration & GeneralFebruary 2009 - March 2013 · 4 years and 2 months
Identification and prioritization of critical processes. Monitoring process and performance improvement through application of performance management system based on Balanced Scorecards. Orientation of employee and function priorities towards corporate values and strategies. Integration of customer information flow from web sites, social media, evaluation sites and in-house data and recoding them into instant operational triggers for key staff leading tailor made services. Customer perception analysis depending on the relation between complaint behaviours, demographics and claims to reduce compensation costs. Management of occupational health and environmental initiatives with standing out from the business crowd outputs. Implementation of logistics and performance based supply chain management to reduce logistics and nonconformance costs. Measurement of employee perceptions and creating climate for positive employee word-of-mouth. Implementation of an on demand auto-scheduling preventive maintenance program to reduce down times and repair costs. Development of a position based training needs analysis and performance measurement method executed by data analysis of information supplied by operations, customer experiences, customer inquiries and core staff competencies. 1. Created a Staff performance evaluation software sharing data with Balanced Scorecards, training results and Guest comment cards based on 360° feedbacks. Staff turnover rate decreased from 24% to 21% from 2009 to 2013. 2. Created an interface for department and position based automated Training needs analysis. Accomplished 260 Training sessions for 3165 staff in 2013 all evaluated by Kirkpatrick Four Levels Evaluation Certification Program with a score of 74. 3.Worked as environmental, health and safety engineer. Managed over 700 hotel risks including guest areas, 70 Environmental impacts. Reduced occupational accidents 71% and workforce loss 83% in 2013.
Quality Assurance Manager
Sillyum Golf Resort - Antalya, TurkeyAdministration & GeneralFebruary 2004 - November 2008 · 4 years and 10 months
Assurance of precise service delivery based on corporate values, brand positioning, strategic planning to achieve sustainable customer satisfaction via application of a modified gap model. Analysis of customer expectations for lodging, customer relations, food & beverage and entertainment activities and fulfillment of requirements by efficient utilization of processes, staff, resources, timing and product mix. Increasing the flexibility of operations by managing the customer experiences and generating background for customized service delivery. Focusing on talent based hiring and guidance of staff through organizational objectives. Enhancing the communication between management levels. Events management including 24h performances, banquets, meetings and exhibitions.
Akdeniz University - Institute of Social Sciences - Antalya, TurkeySeptember 2005 - June 2007
Akdeniz University, Institute of Social Sciences, Antalya + Strategic Management + Marketing + Project Management + Performance Management
BSc of Science - Food Engineer
Ege university - Izmir, TurkeySeptember 1998 - June 2002
TurkishNative or fluent100%
- Budgeting and Forecasting
- Business Law
- Business Plans
- Business Strategy
- Corporate identity
- demand forecasting
- Guest experience
- Handling complaints
- Hiring, training staff
- Hospitality Management
- Human Resources
- Human Resources Planning
- Marketing management
- Market strategy
- Online reputation
- Operational Excellence
- Public Relations
- QUALITY ASSURANCE
- Revenue Managment