Utku Gogsen
Denver,CO
Summary
Experienced hospitality professional with six years in high-end hotel environments. Proven track record of exceptional guest service, positive guest relations, and efficient administrative duties. Detail-oriented approach to managing front desk operations and consistently achieving high levels of guest satisfaction. Proficient in hospitality software, multitasking, and swiftly resolving guest concerns for a seamless guest experience. Enthusiastic, adaptable, and committed to contributing positively to a team-oriented environment.
Overview
8
8
years of professional experience
Work History
Front Desk Agent
The Westin
03.2022 - Current
- • Serve as first point of contact for all guests, delivering warm welcome and managing each guest’s experience from check-in to check-out, ensuring personalized, memorable stays.
- • Efficiently handle guest arrivals and departures, manage room assignments, and process payments with accuracy and attention to detail, enhancing overall guest satisfaction.
- • Provide expert knowledge about hotel amenities and local attractions, contributing to tailored experience based on each guest’s needs and preferences.
- • Maintain confidentiality and organize records in compliance with document retention policies, ensuring data accuracy and privacy.
- • Recognized by management for consistently receiving positive guest feedback and for my ability to handle high-traffic periods calmly and effectively.
Concierge
Museum Hotel Cappadocia (Relais and Chateaux)
03.2019 - 03.2022
- • Delivered exceptional concierge services, including personalized recommendations for tours, dining, and local events, helping guests make most of their stay in Cappadocia.
- • Coordinated complex guest arrangements, such as helicopter and private jet transfers, securing transportation, and scheduling customized excursions.
- • Handled guest inquiries, complaints, and special requests professionally and promptly, enhancing guest loyalty and satisfaction.
- • Streamlined communications between guests and hotel departments to expedite responses and solutions, establishing cohesive, responsive service environment.
Front Desk Agent
Goreme Kaya Hotel
04.2017 - 03.2019
- • Conducted front desk operations with focus on hospitality, guiding guests through arrival and departure processes and accommodating their needs throughout their stay.
- • Provided guests with local insights, recommendations, and assistance with reservations, adding value to their experience and promoting hotel loyalty.
- • Managed guest files and documentation in adherence to data security protocols, ensuring confidentiality and compliance.
- • Commended by guests and team members for reliability, attention to detail, and ability to handle high volume of tasks efficiently and effectively.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Education
Master's Degree - Tourism Management
Nevşehir Hacı Bektaş Veli University Faculty of Tourism
Nevsehir, Nevsehir02-2022
Bachelor's Degree - Tourism Management
Nevşehir Hacı Bektaş Veli University Faculty of Tourism
Nevsehir, Nevsehir06.2018
Skills
- Critical thinking and problem solving
- Communication
- Ability to Work Under Pressure
- Effective Time Management
- Teamwork
- Adaptability
- Ability to Work in Team
- Communication Skills
- Computer Skills
- POS Systems
- Hospitality best practices
- Guest Relations
References
- Dennis Taton, Assistant Director of Revenue Management, +19492784349
- Tolga Torun, Director of Front Office The Westin Denver Downtown +17206210052
- Omer Tosun, Founder of Museum Hotel, info@museumhotel.com.tr, +905332212589
- Nimet Gul Ozcas, Director of Museum Hotel, +905307642625
- Duygu Eren, Assoc. Prof. of Tourism Faculty in Nevsehir University, deren@nevsehir.edu.tr, +905323011048
Hobbies and Interests
- Video Games
- Team Sports
- Community Involvement
- Visiting Museums I was trainee in the kitchen operations
Personal Information
- Place of Birth: Turkey
- Title: Front Desk Agent
- Date of Birth: 01/17/96
- Nationality: Turkish
Timeline
Front Desk Agent
The Westin
03.2022 - Current
Concierge
Museum Hotel Cappadocia (Relais and Chateaux)
03.2019 - 03.2022
Front Desk Agent
Goreme Kaya Hotel
04.2017 - 03.2019
Bachelor's Degree - Tourism Management
Nevşehir Hacı Bektaş Veli University Faculty of Tourism
Master's Degree - Tourism Management
Nevşehir Hacı Bektaş Veli University Faculty of Tourism
Similar Profiles
Taylor KortokraxTaylor Kortokrax
Server/Bartender at The WestinServer/Bartender at The Westin
Kayla PopplewellKayla Popplewell
Bartender at The WestinBartender at The Westin
Christopher McClammyChristopher McClammy
Foodrunner at The WestinFoodrunner at The Westin