Emirhan Yilmaz
New Orleans,LA
Summary
Guest Services professional with demonstrated success in optimizing policies, coordinating events and managing guest services operations. Well-versed in handling VIP guests and groups. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty and building long-lasting relationships. Goal-oriented hospitality professional with focused and tenacious approach to meeting guest needs. Adept at completing frequent reviews and inspections to maintain polished team and exceptional quality standards. Proficient in Opera PMS.
Productive Guest Services Manager with 10+ years of experience. Successful at implementing modern computer systems and increasing profits. Adept at maintaining long-term guest relationships and innovative management. Hardworking and passionate job seeker with strong organizational skills. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Guest Services Manager /Manager on Duty
Hotel Monteleone 500+ Rooms
2015.04 - Current
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
- Organized and distributed payroll for 15+ staff members.
- Reviewed upcoming events and planned for expected challenges.
- Led weekly team meetings to communicate upcoming promotions and current metrics.
- Managed 15+ staff to deliver timely and courteous guest service in front desk, housekeeping and maintenance operations.
- Created and delivered effective training materials and courses.
- Planned specialized service for elderly or disabled guests, ones with children and VIP guests.
- Attended to customer needs, responding to questions, complaints and escalations.
- Monitored staff training, scheduling and shift changes.
- Understood and implemented safety and emergency procedures.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Oversaw lobby operations and concierge services.
- Coordinated luggage collection, transportation and storage.
- Implemented procedures and services to improve hotel services and amenities.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
Night Auditor/Assistant Manager of Operations
Garden District Hotel Collection 80+ Rooms
2016.09 - 2023.09
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
Front Office Intern
Hotel Monteleone 500 + Rooms
2012.07 - 2013.07
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Pleasantly answered calls for multi-line switchboard for large office and directed callers to appropriate employees.
- Received packages and mail at front desk and dispersed to correct employees.
- Coordinated travel arrangements for staff members.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- 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.
- Entered and updated sensitive customer information during check-ins and room changes.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Completed all tasks in compliance with company policies and procedures.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Resolved customer problems and complaints.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Handled assignments independently with good judgement and critical thinking skills.
Front Desk Receptionist/Hotel Night Auditor
Kaya Artemis Resort & Casino 700+ Rooms
2007.06 - 2012.05
- Performed nightly updates to room charges and rates.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Monitored facility security for guest and personnel safety.
- Balanced hotel accounts and resolved discrepancies.
- Logged wake-up call requests and set up automatic rings in system.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Reviewed checklist on daily basis and planned shift accordingly.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Entered and updated sensitive customer information during check-ins and room changes.
- Kept accounts in balance and ran daily reports to verify totals.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Stored guest valuables in safe and individual boxes for security.
- Developed and maintained positive relationships with guests for satisfaction.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Documented accounts and logs throughout shift to keep up with requirements.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Education
Bachelor of Science - Tourism And Hospitality Management
Eastern Mediterranean University
Northern Cyprus02.2012
Skills
- Schedule Coordination
- Training Junior Team Members
- Reservation Software
- Employee Performance Evaluations
- Brand Standards Audits
- Supply Coordination
- Professional Relationships
- Confidential Records Management
- Staff Assignments
- Staff Training
- Team Meetings
- Complaint Reviews
- Project Requirements
- Team Goals
- VIP Services
- Night Auditing
- Money Handling
- Employee Retention
- Creative Solutions
- Administrative Support
- Workflow Processes
- Corrective Actions
- Guest Accommodations
- Property Walks
- Shipment Processing
- Customer Loyalty
- Operations Management
- Facilities Management Software
- Opera PMS
- Employee Timesheet Processing
- Guest Service and Assistance
- Personnel Recruitment
- Conflict Management
- Policies and Procedures
- Customer Service Management
Languages
English
Full Professional
Turkish
Native or Bilingual
Timeline
Night Auditor/Assistant Manager of Operations
Garden District Hotel Collection 80+ Rooms
2016.09 - 2023.09
Guest Services Manager /Manager on Duty
Hotel Monteleone 500+ Rooms
2015.04 - Current
Front Office Intern
Hotel Monteleone 500 + Rooms
2012.07 - 2013.07
Front Desk Receptionist/Hotel Night Auditor
Kaya Artemis Resort & Casino 700+ Rooms
2007.06 - 2012.05
Bachelor of Science - Tourism And Hospitality Management
Eastern Mediterranean University
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