Evren Esen

Experience

• 

  Crowne Plaza Istanbul

  May 2000 - Sept 2005

  Guest Service Agent
• 

  Sunsail Club Marverda

  May 2005 - Sept 2005

  Guest Service Agent
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  The Ritz-Carlton, Istanbul

  Jun 2006 - Apr 2010

  Responsible for the management of all aspects of the Front Office functions, in accordance with hotel standards, Assisting all departments in any problems that may arise, Observing and making sure internal Ladies and Gentlemen are properly performing their duties. Preparing daily figures and competition report for department heads. Manager in trainee program at the front of the house departments.

  • Front Office Shift Leader

    May 2009 - Apr 2010

  • Live Leader

    Oct 2008 - May 2009

  • Front Desk agent

    Jun 2006 - Sept 2008
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  Pera Palace Hotel Jumeirah

  Apr 2010 - Aug 2013

  Head Concierge

  *Lead the project “Every in house guest should eat in our restaurant, at least once”*Being a sales person of the F&B team, promote whenever and wherever possible.* Provide information on facilities and services, events and attractions, tours, travel routes and transportation schedules, area maps, brochures and other literature*organizing tours and sight-seeing trips for the guests as well as renting vehicles when requested* Arrange tickets, bookings, appointments and reservations for guests*Provides warm welcome, and anticipation of guest needs throughout their stay, and fond farewell.*Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.*Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards. Monitor the tour sales and reservations process, ensuring agreement to hotel standards, anticipate critical situations and assist whenever necessary to help alleviate the pressure and to process the guest expediently.*Lead concierge team to improve customer service*Maintain the health, hygiene, safety and security of the working environment Show less

• 

  Pera Palace Hotel

  Apr 2010 - Sept 2010

  Concierge

  *Responsible to make arrangements of inhouse guests who may needed during their stay *Lead the project “Every in house guest should eat in our restaurant, at least once”*Being a sales person of the F&B team, promote whenever and wherever possible.*Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations

• 

  Pera Palace Hotel

  Sept 2013 - now

  Concierge Manager

  • Responsible Concierge and Bell Team operations• Train team for LQA standarts. • Preparing internal audits and making sure internal Ladies and Gentlemen are properly performing LQA standarts• Preparing monthly and yearly tour / transfer budgets• Preparing action plans to catch budget* Supervise / Manage daily Personal Concierge operations* Ensure Team Members have current knowledge of hotel products, services, pricing and policies as well as a good knowledge of the local area* Continuously seek out ways to personalize a guest experience* Maintain good communication and working relationships with all hotel areas* Lead the project “Every in house guest should eat in our restaurant, at least once”* Being a sales person of the F&B team, promote whenever and wherever possible. Show less