EMINE KOCAK
Charlotte,NC
Summary
Results driven professional with background in delivering exceptional customer experiences in hospitality environments. Skilled in problem-solving, conflict resolution, and maintaining customer satisfaction. Known for strong team collaboration, adaptability, and consistently achieving results. Proficient in handling guest inquiries, managing reservations, and ensuring smooth operations.
I am interested in roles in hospitality management ,customer experience, business management especially in hospitality, travel, aviation and lifestyle.
Overview
5
5
years of professional experience
Work History
Hotel Front Desk Agent
JW Marriott Charlotte
Charlotte, NC
06.2025 - Current
- Delivered exceptional guest service by facilitating seamless check-in and check-out experiences.
- Oversaw guest inquiries, reservations, and room assignments with precision and professionalism.
- Coordinated efforts with housekeeping and engineering teams to enhance guest satisfaction through prompt issue resolution.
- Maintain rigorous Marriott brand standards to create a warm, welcoming, and high-end atmosphere for all guests.
- Resolved guest inquiries and concerns promptly, enhancing overall customer satisfaction.
- Trained new staff on front desk protocols and customer service best practices.
- Utilized hotel management software to track reservations, occupancy rates, and billing information.
Guest Experience Specialist
Six Senses Hotel
Istanbul, Turkey
05.2023 - 09.2023
- Provided comprehensive concierge support, including restaurant bookings and local recommendations.
- Developed feedback mechanisms for guests, gathering insights to inform service improvements.
- Coordinated special requests and arrangements for guests, ensuring memorable experiences during their stay.
- Monitored guest feedback channels to identify trends and implement corrective actions proactively.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- . Fostered a welcoming environment that encouraged positive word-of-mouth referrals and repeat business.
Guest Services Specialist
Ibis Hotel Zeytinburnu
Istanbul, Turkey
08.2022 - 04.2023
- Coordinated daily operations, addressing guest inquiries and resolving issues promptly.
- Fostered a positive work environment, promoting teamwork and employee engagement.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Implemented process improvements to enhance service efficiency and satisfaction.
- Monitored performance metrics to identify areas for operational enhancements.
- Developed training materials to support onboarding of new team members.
Security Officer
Gural Premier Tekirova
Antalya, Turkey
09.2020 - 07.2022
- Ensured the safety and security of premises and guests.
- Monitored surveillance systems to detect and prevent theft incidents.
- Conducted routine audits to ensure compliance with loss prevention policies.
- Investigated suspicious activities and documented findings for further action.
- Analyzed incident reports to identify trends and recommend improvements.
Education
B.Sc. - Chemistry Education
Dokuz Eylul University
01.2020
High School Diploma -
Alptekin Anadolu Highschool
01.2015
Skills
- Reservation management
- Verbal and written communication
- Flexible schedule
- Emergency response
- Information protection
- Initiative-taking
- Hospitality services
- Time management
- Customer service management
- Computer skills
- POS systems
- Conflict management
- Coaching and mentoring
- Phone and email etiquette
- Problem-solving skills
- Customer service
- Detail-oriented
- Teamwork and collaboration
Languages
Languages: English (Fluent), Turkish (Native)
Timeline
Hotel Front Desk Agent
JW Marriott Charlotte
06.2025 - Current
Guest Experience Specialist
Six Senses Hotel
05.2023 - 09.2023
Guest Services Specialist
Ibis Hotel Zeytinburnu
08.2022 - 04.2023
Security Officer
Gural Premier Tekirova
09.2020 - 07.2022
B.Sc. - Chemistry Education
Dokuz Eylul University
High School Diploma -
Alptekin Anadolu Highschool