Berkan Duman
Ras Al-Kaimah,Türkiye
Summary
Seasoned professional in hospitality with focus on guest services. Possess unique skills to elevate customer satisfaction and loyalty, fostering delightful experiences. Capable of leading, training and motivating teams to ensure top-notch guest service, demonstrating mastery in communication and problem-solving.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Guest Service Agent
Waldorf Astoria Ras al-Kaimah
Ras al-Khaimah, Imarat Ra's al Khaymah
11.2024 - 04.2025
- Ensured smooth check-ins and check-outs for superior convenience.
- Provided high-quality customer service for enhanced guest experience.
- Handled telephone calls professionally, directing them appropriately within the hotel.
- Processed payments promptly, ensuring accurate billing.
- Enhanced guest satisfaction by providing prompt and courteous service.
- Resolved customer complaints with professionalism and patience.
- Greeted guests warmly and professionally for positive first impressions.
- Delivered first class customer care through polite, professional service.
Senior Guest Service Agent
Susona Bodrum,LXR Hotels & Resorts
Muğla/Bodrum, Türkiye
08.2024 - 11.2025
- Warmly greet guests upon arrival and ensure a smooth check-in process;
- Anticipate and fulfill guest needs, including organizing personalized itineraries or celebrations;
- Handle guest complaints or issues professionally, with a solution-oriented mindset;
- Encourage guests to join loyalty programs or return for future stays through personalized follow-up communication
- Handled telephone calls professionally, directing them appropriately within the hotel.
- Enhanced guest satisfaction by providing prompt and courteous service.
Guest Service Agent
Susona Bodrum, LXR Hotels & Resorts
04.2023 - 11.2023
- Warmly greet guests upon arrival and ensure a smooth check-in process;
- Anticipate and fulfill guest needs, including organizing personalized itineraries or celebrations;
- Handle guest complaints or issues professionally, with a solution-oriented mindset;
- Encourage guests to join loyalty programs or return for future stays through personalized follow-up communication
- Handled telephone calls professionally, directing them appropriately within the hotel.
- Enhanced guest satisfaction by providing prompt and courteous service.
English Teacher
American Culture Language Schools
10.2021 - 12.2021
- Develop and implement engaging lesson plans that adhere to curriculum guidelines;
- Maintain a positive and structured classroom environment that encourages participation and respect;
- Promote and develop students' skills in reading comprehension, creative writing, essay writing, and critical thinking
Guest Service Agent
Crystal Sunrise Luxury Resort and Spa
10.2021 - 12.2021
- Welcoming guests upon their arrival, check in and out procedure;
- Assigning rooms on daily basis;
- Managing walk in reservations, arranging daily VIP amenities;
- Responding to guests' inquiries, followed and resolved issues and complaints in a timely, friendly and efficient manner and ensured communication to the manager
Guest Service Agent
Crystal Greenbay Resort and Spa
06.2021 - 10.2021
- Welcoming guests upon their arrival and assigning rooms;
- Coordinate with housekeeping, spa, food & beverage, and other departments to meet guest expectations;
- Maintain accurate guest records, including updates to preferences, special requests, and feedback;
- Build strong relationships with repeat guests and VIPs to enhance guest satisfaction and loyalty
Education
Bachelor of Arts - English Literature & Language
Aydın Adnan Menderes University
Aydın 09.2017 - 06.2021
Pedagogical Formation Certificate - undefined
Faculty of Education of Adnan Menderes University
Skills
- Microsoft Excel
- Microsoft Word
- Microsoft Power Point
- Outlook
- Hospitality industry regulations understanding
- Maintaining professional appearance
- Guest relationship management
- Efficient collaboration
Languages
Turkish
Native
English
Fluent
Arabic
Intermediate
Certification
Certificate of Recognition -Top recognized front office team member for January 2025.
Certificate of Recognition-Top recognized front office team member for February 2025
Personal Information
- Date of birth: 08/27/99
- Nationality: Turkish
References
- Barıs Kayserilioglu, Front Office Manager at, Susona Bodrum, LXR Hotels & Resorts, +90 0537 410 31 35, baris.kayserilioglu@hilton.com
- Türkan Gurbanzade, Personal Concerge Manager at, Waldorf Astoria Ras al-Kaimah, +971 56 253 37 34, turkan.gurbanzade@waldorfastoria.com
Timeline
Guest Service Agent
Waldorf Astoria Ras al-Kaimah
11.2024 - 04.2025
Senior Guest Service Agent
Susona Bodrum,LXR Hotels & Resorts
08.2024 - 11.2025
Guest Service Agent
Susona Bodrum, LXR Hotels & Resorts
04.2023 - 11.2023
Guest Service Agent
Crystal Sunrise Luxury Resort and Spa
10.2021 - 12.2021
English Teacher
American Culture Language Schools
10.2021 - 12.2021
Guest Service Agent
Crystal Greenbay Resort and Spa
06.2021 - 10.2021
Bachelor of Arts - English Literature & Language
Aydın Adnan Menderes University
09.2017 - 06.2021
Pedagogical Formation Certificate - undefined
Faculty of Education of Adnan Menderes University
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