Summary
Overview
Work History
Education
Skills
References
Accomplishments
Timeline
Generic

Tolga Torun

Highlands Ranch,USA

Summary

Career-focused professional with proven leadership abilities and exceptional communication skills. Strong background in customer service and problem-solving, consistently delivering results in team environments. Detail-oriented with a commitment to compliance and operational standards, driving efficiency and effectiveness in all tasks.

Overview

17
17
years of professional experience

Work History

Director of Front Office

Westin – Denver Downtown, CO
Denver, CO
12.2023 - 06.2025
  • Recruited and trained team members on hotel products, services, pricing, and local area knowledge.
  • Evaluated guest satisfaction levels and monitored trends for continuous improvement.
  • Maximized room occupancy at optimal rates using up-selling techniques to enhance hotel services.
  • Recognized regular and VIP guests while promoting a motivated Front Office department.
  • Managed customer complaints and resolved issues to ensure complete satisfaction.
  • Implemented standard operating procedures for front office workflows.

Director of Front Office

Westin – Westminster, CO
Westminster, CO
07.2021 - 11.2022
  • Streamlined front office operations, enhancing guest check-in efficiency and significantly improving overall customer satisfaction scores.
  • Fostered a team-oriented environment, encouraging staff collaboration which led to a noticeable increase in service quality and team morale.
  • Maintained strong relationships with guests through personalized service, contributing to repeat business and fostering loyalty.

Director of Housekeeping (Task Force)

Hilton Anchorage – Anchorage, AK
Anchorage, AK
03.2020 - 06.2021
  • Recruit, schedule and train all new housekeeping staff members.
  • Oversee housekeeping operations including but not limited to:
  • Scheduling for the entire housekeeping department.
  • Assigning different duties to employees.
  • Conducting daily meetings with employees to inform them of their roles for the day.
  • Inventory control — daily count of supplies and ordering needs for the hotel housekeeping department.
  • Assigning supervisors to each floor to maintain cleanliness and quality control.
  • Train supervisors on how to inspect rooms and communicate standards efficiently with coworkers.
  • Control and management of laundry, front lobby and hallways throughout the building to maintain high level of standards for the Hyatt.
  • Implement and improve policies and procedures when working with property management systems.
  • Monitor the appearance, standards, and performance of the Housekeeping Team Members with an emphasis on training and teamwork.
  • Motivate employees to hit targets on a monthly basis. Implement new incentive programs that include dinners, bonus structures and simple every day accomplishment rewards.

Director of Housekeeping

Hyatt Regency Denver Tech Center – Denver, CO
Denver, CO
05.2019 - 03.2020
  • Managed daily operations of housekeeping department for large hotel facility.
  • Trained and supervised housekeeping staff to ensure high service standards.
  • Implemented quality control measures to maintain cleanliness and presentation standards.

Director of Front Office & Manager on Duty

Hilton Anchorage – Anchorage, AK
Anchorage, AK
08.2016 - 05.2019
  • Recruited and trained team members on hotel products, services, pricing, and policies.
  • Prepared departmental budgets by analyzing historical data and actual costs against projections.
  • Evaluated guest satisfaction levels and monitored trends for continuous improvement.
  • Maximized room occupancy at optimal rates through effective upselling techniques.
  • Recognized regular and VIP guests, ensuring motivated Front Office operations to enhance brand loyalty.
  • Managed customer complaints effectively to ensure complete satisfaction.
  • Monitored safety, health, and sanitation processes across all areas to enforce compliance.
  • Conducted ongoing training for team members to maintain knowledge of local area and hotel practices.

Assistant Front Office Manager & Duty Manager

Hilton Bomonti Hotel & Conference Center – Istanbul, Turkey
Istanbul, Turkey
03.2013 - 07.2016
  • Supported Front Office Manager in overseeing operations to uphold high standards.
  • Evaluated guest satisfaction levels and monitored trends to drive continuous improvement.
  • Ensured recognition of regular and VIP guests, promoting hotel brand loyalty scheme.
  • Maximized room occupancy using effective up-selling techniques for hotel services.
  • Assisted Front Office Manager in establishing departmental objectives, schedules, budgets, and procedures.
  • Monitored appearance, standards, and performance of Front Office Team Members, emphasizing training.

Night Manager And Duty Manager

Conrad Istanbul – Istanbul, Turkey
Istanbul, Turkey
02.2011 - 03.2013
  • Identify business that has been lost over the years. Moreover, you should develop a strategy to win this business back to the hotel.
  • Source new business leads for the hotel.
  • Conduct telephone and face to face calls.
  • Conduct market research with corporate transient market and business groups.
  • Contribute and assist in developing sales strategies throughout the year. Observe hotels in our competitive set and ensure we are offering the same level of service.
  • Participate in local, regional and national activities including trade shows, networking events, presentations etc.
  • Assist and support Corporate Sales Manager in setting up appointments.
  • Support the Account Management for the hotel as well.
  • Assist with all Sales & Marketing activities required for the hotel and provide support with competitor revenue analysis as well.
  • Monitor, track and maintain existing business within the hotel and ensure all data is reported to the Sales Team as well.
  • Complete weekly and monthly reports.
  • Maintain Opera and ensure profiles and rates are correct. Set up new Corporate Accounts as well.
  • Track and communicate customer feedback to relevant departments accordingly.
  • Finally, ensure the Guest Relations Team is aware of Corporate and VIP business at the hotel.

Front Office Supervisor & SPA Supervisor

Conrad Istanbul – Istanbul, Turkey
Istanbul, Turkey
08.2008 - 02.2011
  • Ensure your shift team have an current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events.
  • Advise your shift team of any special events or VIP Guests in the hotel that day.
  • Monitor the appearance, standards, and performance of Team Members with an emphasis on training and team work.
  • Maximize sales revenues through up-selling and marketing program.
  • Manage Guest requests, inquiries, and complaints promptly and completely.
  • Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service.

Education

SDET - Boot Camp -

08.2023

Hospitality and Tourism Management Certificate -

Florida Atlantic University
06.2020

Skills

  • Guest relations expertise
  • Staff training and development
  • Management and coaching
  • Results orientation
  • High energy
  • Systems knowledge
  • Property management systems
  • Excel proficiency
  • Reservations and revenue management
  • Telephone and PBX systems

References

  • Miguel, Jimenez, Director of Operation of Westin Westminster, Miguel.jimenez@westinwestminister.com, 720-339-3130, Westin Westminster
  • Ryan, Akkaya, General Manager of Hilton Anchorage, gm1701@columbiasussex.com, 214-843-2240, Hilton Anchorage

Accomplishments

  • Conrad Community web site (Exemplary Services), Officially announced at General Managers Meeting in Dubai 2014
  • Employees of the month July 2013
  • Employees of the month February 2010
  • 5 Times super star of the month
  • Implemented several new incentive program to improve guest satisfaction, knowledge of brand standard and scores.

Timeline

Director of Front Office

Westin – Denver Downtown, CO
12.2023 - 06.2025

Director of Front Office

Westin – Westminster, CO
07.2021 - 11.2022

Director of Housekeeping (Task Force)

Hilton Anchorage – Anchorage, AK
03.2020 - 06.2021

Director of Housekeeping

Hyatt Regency Denver Tech Center – Denver, CO
05.2019 - 03.2020

Director of Front Office & Manager on Duty

Hilton Anchorage – Anchorage, AK
08.2016 - 05.2019

Assistant Front Office Manager & Duty Manager

Hilton Bomonti Hotel & Conference Center – Istanbul, Turkey
03.2013 - 07.2016

Night Manager And Duty Manager

Conrad Istanbul – Istanbul, Turkey
02.2011 - 03.2013

Front Office Supervisor & SPA Supervisor

Conrad Istanbul – Istanbul, Turkey
08.2008 - 02.2011

SDET - Boot Camp -

Hospitality and Tourism Management Certificate -

Florida Atlantic University

Similar Profiles

CREATE PROFILE