ZEYNEP KOKEN
Summary
Detail-oriented Front Desk Agent with a strong background in customer service and administrative tasks, developed through extensive experience in the hospitality industry. Proficient in managing guest relations, handling reservations, and resolving conflicts to ensure seamless front desk operations that enhance the guest experience. Committed to delivering professionalism and effective communication while fostering a positive atmosphere that contributes to overall team success within a hotel setting.
Overview
7
7
years of professional experience
Work History
Front Desk Agent
Madison Manor Boutique Hotel
Toronto, ON
05.2022 - Current
- Managed guest check-in and check-out processes efficiently, ensuring a smooth arrival and departure experience.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Managed online reservations and availability using Booking.com and Expedia Partner Central.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly to enhance guest satisfaction.
- Handled inquiries via phone and email with promptness and courtesy.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Collaborated with housekeeping and maintenance teams to address guest requests.
Visa Consultant
Global Vizyon
Istanbul, Turkey
01.2019 - 10.2020
- Advised clients on visa application processes, ensuring compliance with immigration regulations.
- Evaluated client documentation for accuracy and completeness, reducing processing delays.
- Coordinated appointment schedules to ensure efficient time management.
- Monitored application status through embassy communication.
Intern English Teacher
Zubeyde Hanim High School
Kocaeli, Turkey
03.2018 - 06.2018
- Organized and maintained classroom resources to enhance learning environments.
- Prepared project presentations and reports to assist senior staff.
- Sorted and organized files, spreadsheets, and reports.
Education
Diploma - Sales and Marketing
ILAC International College
Toronto, ON12.2022
Bachelor of Arts - English Language and Literature
Kocaeli University
Kocaeli06.2018
Skills
- - Front desk operations
- - Hotel reservation systems: Little Hotelier, Bookingcom, Expedia Partner Central
- - Customer service & conflict resolution
- - Multitasking & time management
- - Written and verbal communication
- - Fluent in English and Turkish
- - Microsoft Office Suite (Word, Excel, Outlook)
- - Attention to detail
- - Problem-solving
Timeline
Front Desk Agent
Madison Manor Boutique Hotel
05.2022 - Current
Visa Consultant
Global Vizyon
01.2019 - 10.2020
Intern English Teacher
Zubeyde Hanim High School
03.2018 - 06.2018
Diploma - Sales and Marketing
ILAC International College
Bachelor of Arts - English Language and Literature
Kocaeli University