ORKHAN AHMADOV GUEST EXPERIENCE
Dubai
Summary
I am dedicated to learning and growing professionally, always looking for ways to improve my skills and stay updated with industry trends. I enjoy taking on new challenges and aim to contribute to the success of a global organization. My goal is to advance my career and make a meaningful impact on an international level. With six years of experience in the hospitality industry, I have a strong understanding of hotel operations and how to increase profitability. I am skilled at handling multiple tasks, making sales, and building good relationships with both guests and team members.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Guest Experience Expert
Wyndham Dubai Marina
01.2024 - 04.2025
- Achievements:
- Team Player of the Month
- Top Upseller of the Year 2024
- 8 times Top Upseller of the Month
- 4 times Quality Audit Champion with 100 % score
- Delivered exceptional guest experiences by warmly welcoming guests, efficiently managing daily 150+ check-ins/outs, and addressing inquiries with professionalism and care.
- Handled up to 100+ guest interactions daily, maintaining a 95%+ satisfaction rate through prompt service, clear communication, and personalized attention.
- Recognized as Top Upseller of the Month 8 times, consistently exceeding monthly sales targets by promoting premium room upgrades and services.
- Achieved 100% score in Quality Audits 4 times, reflecting strict adherence to brand standards, service procedures, and guest interaction excellence.
- Coordinated with housekeeping, concierge, and F&B departments to ensure seamless guest service and meet special requests, including VIP and long-stay guests.
Guest Experience Expert & Marriott Coach
Marriott Boulevard
09.2022 - 01.2024
- Social Media Star
- Top Upseller of the Month
- Passed Bonvoy Quality Audit with 100% score
- Resolved guest concerns swiftly and empathetically, turning potential complaints into positive experiences and increasing repeat guest satisfaction.
- Utilized Opera PMS and internal CRM tools to manage reservations, track guest preferences, and maintain detailed service logs for future visits.
- Conducted loyalty program training for new front office staff, educating the team on member benefits, enrollment techniques, and point redemption handling.
- Accurately handled cash and card transactions, maintaining 100% accuracy in billing, refunds, and daily reconciliation.
- Trained and mentored new hires on front desk SOPs, Opera PMS system, and guest engagement best practices.
Sales Coordinator
Grand Midway Hotel
02.2022 - 09.2022
- Prepared and processed quotations, invoices, and sales contracts, ensuring 100% accuracy and timely delivery to clients.
- Maintained and updated the CRM system with client data, lead progress, and activity logs, ensuring real-time visibility for the sales team.
- Liaised between the sales team, clients, and internal departments (logistics, finance, operations) to ensure smooth order processing and on-time delivery.
- Monitored and reported on sales performance, KPIs, and market trends, providing actionable insights to improve team productivity and conversion.
- Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
Reservation Agent
Days Inn Hotel Wyndham
10.2020 - 02.2022
- Handled inbound reservation calls and emails, providing accurate information about room availability, pricing, and special packages.
- Processed and confirmed bookings through Opera PMS, ensuring guest details and preferences were recorded correctly.
- Assisted with modifications, cancellations, and special requests, maintaining a high level of guest satisfaction and flexibility.
- Maximized revenue by upselling room upgrades, meal plans, and additional services during the reservation process.
- Coordinated group bookings and long-stay reservations, working closely with Sales and Front Office to ensure seamless guest experiences.
- Maintained detailed records of reservations and guest profiles, contributing to personalized service and loyalty program engagement.
Night Supervisor
Inci Design Hotel
03.2019 - 02.2020
- Supervised all night shift operations, including front desk, housekeeping coordination, and guest services to ensure smooth overnight hotel functioning.
- Managed night audits and end-of-day financial reporting, ensuring all transactions balanced and reports were submitted to management accurately.
- Conducted security checks and monitored hotel premises during night hours to maintain guest safety and property standards.
- Trained and guided night staff, ensuring compliance with hotel policies, service standards, and emergency procedures.
- Handled guest complaints and special requests with discretion and empathy, maintaining high levels of guest satisfaction.
Education
Master Degree - Business Administration
Turkiye Mersin University
05.2020
Bachelor - Tourism and Hospitality Management
Mugla Sitki Kocman University
Turkey05.2018
Skills
- Patience and composure
- Exceptional communication
- Upselling strategies
- Feedback implementation
- Opera PMS & MARSHA
- MS Office
- Sabre CRS
- GXP Empower & Message Box
- VICAS, SAMSOTECH
- NOR 1 & In-Gauge
- Sertifi & N-Genius
LANGUAGES
Turkish
Bilingual or Proficient (C2)
English
Advanced (C1)
Russian
Upper intermediate (B2)
Certification
- Certified as a Team Player of the Month, Wyndham Dubai Marina - 2025
- Certified as a Top Upseller of the Year, Wyndham Dubai marina - 2024
- Certified as 8 times Top Upseller of the month, Wyndham Dubai marina - 2024
- Certified as a Social Media Star - Marriott Boulevard - 2023
- Certified as a Front Desk Representative, American Hotel & Lodging Association - 2023
Trading In Market, Cycling and Fitness
Trading: I actively trade in the market, focusing on cryptocurrencies and traditional assets, constantly learning and adapting to market trends.
Cycling: Cycling allows me to stay fit, enjoy outdoor exploration, and challenge myself with long-distance rides.
Fitness: I maintain a regular fitness routine that includes strength training and cardio to enhance both physical and mental well-being.
Software
Opera PMS
MS Office
Sabre CRS
GXP Empower
VICAS
In-Gauge
Message Box
MARSHA
Timeline
Guest Experience Expert
Wyndham Dubai Marina
01.2024 - 04.2025
Guest Experience Expert & Marriott Coach
Marriott Boulevard
09.2022 - 01.2024
Sales Coordinator
Grand Midway Hotel
02.2022 - 09.2022
Reservation Agent
Days Inn Hotel Wyndham
10.2020 - 02.2022
Night Supervisor
Inci Design Hotel
03.2019 - 02.2020
Master Degree - Business Administration
Turkiye Mersin University
Bachelor - Tourism and Hospitality Management
Mugla Sitki Kocman University
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