Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
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Kader Saracoglu

Brooklyn,N.Y.

Summary

Dynamic hospitality leader with extensive experience at 1 Hotel Brooklyn Bridge, excelling in rooms operations management and guest satisfaction. Proven track record in budgeting and P&L oversight, driving financial stability while mentoring teams. Adept at implementing SOPs and optimizing labor, ensuring exceptional service delivery and operational efficiency.

Overview

18
18
years of professional experience

Work History

DIRECTOR OF ROOMS

1 Hotel Brooklyn Bridge
NY, NY
09.2023 - 03.2025
  • Oversaw room operations and guest services for luxury hotel brand.
  • Lead a team of 112 hospitality professionals across Housekeeping, Front Office, and Guest Services, mentoring 11 managers.
  • Oversee parking garage operations, coordinating with third-party vendors to enhance guest experience during peak occupancy and special events.
  • Conduct quarterly inspections of guest rooms to ensure maximum guest satisfaction.
  • Established performance standards for all divisions within the Rooms Department; evaluated staff performance against these standards.
  • Oversaw budgeting process for Rooms Division departments; monitored labor costs and other expenses to ensure maximum profitability.
  • Prepared weekly reports on occupancy levels, room rates, sales figures and other key performance indicators.
  • Monitored staffing needs of each department within the division; hired new employees as needed.
  • Directed staff training and development activities, including orientation, customer service skills, safety, sanitation procedures and team building exercises.
  • Negotiated contracts with outside vendors for goods and services required by the Rooms Division departments.
  • Ensured compliance with all safety protocols relating to hotel operations; conducted regular safety inspections.
  • Met with VIPs to provide specialized services.

Director of Front Office Operations

Sheraton New York Times Square Hotel
NY
06.2022 - 09.2023
  • Directed strategic planning and operations for 1780-room union hotel front office.
  • Managed and motivated team of up to 187 associates, enhancing training programs to boost retention.
  • Coordinated guest services, ensuring high levels of customer satisfaction.
  • Developed operational procedures that optimized workflow efficiency.
  • Oversaw reservations system to maximize room occupancy rates.
  • Collaborated with departments to streamline guest experiences and enhance service delivery.
  • Analyzed guest feedback to resolve issues and improve services.
  • Led team meetings to communicate updates and foster collaboration.

DIRECTOR OF OPERATION

SHERATON LINCOLN HARBOR HOTEL
01.2021 - 07.2022
  • Monitoring and directing each department inside the hotel to meet revenue, profit, and customer satisfaction targets.
  • Keeping track of overhead expenses, incident reports, department requests, purchase reports, and accounts payable and receivable to meet financial goals.
  • Ensuring that each department delivers a consistently high standard of guest service.
  • Coordinated with vendors to maintain inventory levels and supply quality.
  • Developed operational procedures to enhance workflow and team performance.
  • Led training sessions for new hires on hotel policies and procedures.
  • Implemented health and safety protocols to ensure guest and employee well-being.
  • Managed budgets for operations departments and ensured cost-effectiveness.

GUEST EXPERIENCE MANAGER

THE WYNDAM NEW YORKER HOTEL
NY
08.2018 - 11.2020
  • Oversee daily front desk activities, ensuring smooth operations and high levels of guest satisfaction.
  • Assist in training, scheduling, and supervising front desk staff, providing guidance and support to ensure excellent service delivery.
  • Address guest inquiries, concerns, and complaints promptly and professionally, ensuring a positive experience for all guests.
  • Ensure efficient check-in and check-out processes, managing reservations and room assignments accurately.
  • Oversee billing procedures, ensuring accuracy in charges and payments, and assisting guests with any billing inquiries.
  • Collaborate with housekeeping, maintenance, and other departments to ensure guest needs are met and any issues are resolved quickly.
  • Maintain accurate records of front office operations, including occupancy rates, revenue reports, and guest feedback for management.
  • Ensure compliance with hotel policies and procedures, as well as industry standards, to maintain a high level of service and safety.
  • Manage special requests from guests, such as room upgrades or amenities, to enhance their stay.
  • Support the Front Office Manager in various administrative tasks, including budgeting, forecasting, and strategic planning.
  • Participate in the ongoing training and development of front desk staff to improve service quality and operational efficiency.
  • Quickly identify and resolve issues that arise during front office operations, ensuring minimal disruption to guests.

Front Office Manager

The New Yorker Hotel
Manhattan, New York
08.2016 - 06.2018
  • Managed front office operations and ensured smooth daily processes.
  • Supervised and trained front office staff on customer service standards.
  • Coordinated scheduling of appointments and meetings for management team.
  • Implemented efficient check-in and check-out procedures for guests.
  • Oversaw inventory management for office supplies and equipment needs.
  • Resolved guest inquiries and complaints with professionalism and care.

ASSISTANT FRONT OFFICE MANAGER

MORGAN HOTEL GROUP
NY
05.2015 - 06.2016
  • Explaining accommodations and establishing credit or method of payment.
  • Investigated customer complaints and took corrective action when necessary.
  • Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
  • Managed staff schedules to optimize team performance and coverage.
  • Trained new employees on customer service standards and hotel policies.
  • Assisted in resolving guest complaints to enhance satisfaction levels.
  • Coordinated with sales team on booking arrangements and special requests.
  • Monitored inventory levels of supplies and placed orders as needed.
  • Implemented training sessions for staff on software systems used in operations.7
  • Supervised front office operations to ensure seamless guest experiences.

HILTON (H) HONORS SUPERVISOR

DOUBLE TREE BY HILTON
06.2012 - 06.2013
  • Ensure a high level of customer service for Hilton Honors members, addressing any inquiries or concerns promptly.
  • Supervise and train team members in providing exceptional service to Hilton Honors guests, ensuring they are knowledgeable about the program and its benefits.
  • Actively promote the Hilton Honors program to guests, explaining the benefits of membership and encouraging sign-ups.
  • Maintain accurate records of guest interactions and preferences, ensuring that all information is up to date in the system.
  • Handle any issues or complaints from Hilton Honors members, working to resolve them efficiently and to the guest's satisfaction.
  • Monitor team performance and guest feedback, providing coaching and support.

FRONT OFFICE MANAGER

THE LUXURY COLLECTION
ANKARA, TURKEY
01.2007 - 11.2011
  • Oversee all front office activities, ensuring smooth and efficient operations, including check-in, check-out, and guest services.
  • Recruit, train, and manage front desk staff, including receptionists and concierge, ensuring they provide excellent customer service.
  • Address guest inquiries, complaints, and special requests, ensuring a high level of guest satisfaction and loyalty.
  • Oversee the reservation process, ensuring accurate bookings and managing room availability to maximize occupancy.
  • Ensure accurate billing procedures, including handling payments, processing invoices, and resolving any billing issues.
  • Work closely with housekeeping, maintenance, and other departments to coordinate guest services and resolve issues promptly.
  • Develop and implement front office policies and procedures to ensure compliance with hotel standards and enhance operational efficiency.
  • Assist in budgeting and financial forecasting for the front office department, monitoring expenses and revenue.
  • Track and analyze front office performance metrics, such as occupancy rates and guest satisfaction scores, to identify areas for improvement.
  • Provide ongoing training and development opportunities for front office staff to enhance their skills and performance.
  • Coordinate special events or promotions with the marketing team to enhance guest experiences and drive revenue.
  • Handle emergencies or unexpected situations, ensuring guest safety and satisfaction during challenging circumstances.
  • Prepare reports for upper management on front office performance, guest feedback, and operational issues.
  • Ensure that the front office area is clean, organized, and welcoming, maintaining high standards of presentation.

Education

Hotel Management -

American Hospitality Academy
New Jersey
01.2013

Tourism Management -

Heilbronn Fach Hochschule
Germany
01.2005

Hotel Management -

Zonguldak University
Turkey

Skills

  • Rooms operations management
  • Budgeting and P&L oversight
  • Training standards
  • SOP implementation
  • Labor optimization
  • Scheduling
  • Union relations
  • Guest satisfaction
  • Brand standards
  • Strategic planning
  • Execution
  • Property management systems (PMS)
  • OPERA software
  • Lightspeed system
  • Fussey application
  • OnQ platform
  • Fidelio software
  • ERQP system
  • Star guest response protocol
  • Synergy tools
  • HOTSOS software
  • Microsoft Office suite
  • Norl system
  • Upselling techniques
  • Cloud technology solutions
  • Internet of Things (IoT)
  • Point of Sale (POS) systems
  • Customer relationship management (CRM)
  • Purchase order management systems (POMS)
  • Precoro platform
  • FutureLog system
  • BirchStreet software

Websites

Languages

Fluent, Fluent, Basics

Timeline

DIRECTOR OF ROOMS

1 Hotel Brooklyn Bridge
09.2023 - 03.2025

Director of Front Office Operations

Sheraton New York Times Square Hotel
06.2022 - 09.2023

DIRECTOR OF OPERATION

SHERATON LINCOLN HARBOR HOTEL
01.2021 - 07.2022

GUEST EXPERIENCE MANAGER

THE WYNDAM NEW YORKER HOTEL
08.2018 - 11.2020

Front Office Manager

The New Yorker Hotel
08.2016 - 06.2018

ASSISTANT FRONT OFFICE MANAGER

MORGAN HOTEL GROUP
05.2015 - 06.2016

HILTON (H) HONORS SUPERVISOR

DOUBLE TREE BY HILTON
06.2012 - 06.2013

FRONT OFFICE MANAGER

THE LUXURY COLLECTION
01.2007 - 11.2011

Hotel Management -

American Hospitality Academy

Tourism Management -

Heilbronn Fach Hochschule

Hotel Management -

Zonguldak University

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Kader Saracoglu