Ozlem ISIK

220 keys in Le Meridien and 294 keys Westin total of 514 keys.

Responsible of Front Office Department and Night Manager of the complex.

• Achieved K target in 2023 in ITR-EA-Enrolment- Upseell
• Achieved Highest Medallia Scores in the complex(Above target)
• Achieved Highest Guestvoice Response rate to guest feedback (Medallia feedback response) since opening of the hotel-100%
• Achieved the highest Enrollment count in the UAE
• Achieving Upsell target for consistent 8 months
• Initiated and implemented plans to improve customer relations, quality standards and service efficiency
• Achieved 96% score for Virtual Audit in the month of August
• GSS champion in September
• Oversee the entire Front Office operation to maintain high standards
• Serve as a point of contact for regular and VIP Guests
• Complete Complex Night Audit duties
• Represent the Hotel Manager and other senior managers in their absence, taking full responsibility of the hotel
• Act in accordance with all security and emergency procedures and manage the instigation of these, as required
• Supervises and delegates duties to supervisors and prepares work schedule for them.

254 keys. Responsible of Front Office and Entire Night Operation,4 F&B outlets and HK Department

• GSS champion (Achieved within 3 months of joining)
• Managing MRDW reports and auditing
• Brand Standard training
• Supervises and assists receptionist with their duties
• Ensures proper staffing at all times
• Ensures accurate communication of information and guest requests to all relevant departments
• Closure of guest complaints along with a detailed investigation
• Led employees during night shifts to deliver outstanding customer service and comply with quality standards.

26 unique designed rooms, Responsible of Front Office and Operation

• Curating personalized experiences for plush clientele
• Specialized in designing SOPs
• Hiring and training staff and managing shift schedules
• Create and manage rates and packages configured on the Hotel software
• Track all reservations picked up from all Online channels like hotel website, Booking.com, Expedia other third parties etc
• Ensuring repeat business
• Co-ordinate with the Channel manager, or software vendors for any availability, rate or booking integration issues
• Verify if each reservation request are processed as per the hotel standards and without delay
• Inter-Department coordination.

244 keys, Center of the Manhattan, New York.

• Support team members in handling guest requests and enquires to ensure a positive outcome is achieved
• Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from Guests and/or other departments
• Demonstrate a high level of customer service at all times
• Advise team of any special events or VIP Guests in the hotel for events or general accommodations
• Maintaining grooming standards
• Daily briefings.