FATMA KILIC

• Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
• Resolved passenger issues with empathetic communication and effective problem-solving techniques.
• Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
• Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.

• Issue tickets, prepare boarding passes and prepare and update manifests for all flights
• Perform passenger check-in procedures, and pre-boarding assistance and provide to special needs passengers
• Communicate with dispatch regarding up-to-date arrival times and corresponding with other carriers
• Ensure all passengers baggage is tagged and properly

• Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes
• Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties
• Carefully interviewed, selected, trained, and supervised staff

• Guided team on timely and quality execution of discount and membership programs, optimizing adherence to policies, procedures and regulations
• Identified and targeted opportunities for service improvements, eliminating operational gaps and minimizing wait times

• Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
• Collected room deposits, fees, and payments.
• Maximized revenue by upselling room upgrades and additional services.
• Handled cash transactions accurately, balancing daily reports at the end of each shift.

• Greeted and welcomed guests, providing a warm and friendly first impression.

• Assisted with check-in/check-out procedures, ensuring a smooth and efficient process for all guests.

• Managed room reservations, including modifications, cancellations, and special requests.

• Responded to guest inquiries and provided information regarding hotel services, amenities, and local attractions.