Ірина

Iryna Ozturk
Winnipeg, MB / [открыть контакты](см. выше в блоке «контактная информация»)/ [открыть контакты](см. выше в блоке «контактная информация»)
PROFESSIONAL SUMMARY
I am a highly organized, adaptable, and results-driven professional with extensive experience in business development,
guest relations, and project management. I possess strong communication skills, a keen sense of diplomacy, and the
ability to thrive in dynamic environments. My career has been marked by achievements in improving guest satisfaction,
revenue optimization, and team leadership

ACHIEVEMENTS
Pioneering VIP Guest Spearheaded the development of a sophisticated database and information system for the
:
Data Management System comprehensive gathering and storage of data on guests at the hotel
Enhanced Guest Enhanced hotel's understanding of areas for improvement by innovating guest feedback
:
Feedback Analysis analysis and optimizing existing systems."
Strategic Planning for
Instrumental in the development of business plans, budgets, and revenue strategies for new
DBI Hotel :
and existing properties, contributing to the company's strategic growth and financial success.
Management

SKILLS
Skills: MS Office (Word, Excel, Access, PowerPoint, Outlook), 1С: Account, Internet
Hospitality Systems: Opera (PMS, EOD, OXI), Micros, Revinate, Opex, ReviewPro, Qualtrics XM
Project Management: Task development, team coordination, client communication, quality control
Languages: Fluent in English, Russian, and Ukrainian; advanced in Turkish; intermediate in German

WORK EXPERIENCE
D Maris Bay 5* (Leading Hotels of the World) Marmaris, Turkey
Customer Relationship Management Team Leader Feb 2022 - Dec 2023
Overseeing daily operations in Qualtrics, ReviewPro and Ravinate systems for monitoring Guest Satisfaction Key
Performance Indicators (KPIs).
Vigilantly monitoring Online Travel Agencies (OTAs) and responding to guest reviews across various platforms,
including inbox messages.
Preparing and distributing comprehensive Guest Satisfaction reports on a daily, weekly, and monthly basis.
Conducting in-depth analysis of surveys and digital platforms on a weekly, monthly, quarterly, and yearly basis,
including competitive analysis.
Performing daily, monthly, quarterly, and yearly analysis of internal guest complaints by department, identifying
recurring issues, and promptly notifying relevant departments for resolution.
Conducting thorough profile research for arriving guests and arranging special accommodations for VIP guests.
Organizing daily and weekly VIP meetings to ensure personalized amenities are prepared for selected VIP guests.
Proactively monitoring all glitches in the Opex system to ensure accurate feedback storage and timely issue
resolution.
Providing leadership and guidance to GX staff to align with hotel goals and producing essential reports for the HR
department.

Fortezza Beach Resort 5* Marmaris, Turkey
Guest Relation Manager Feb 2020 - Feb 2022
Ensuring and providing flawless, upscale, professional and high class guest service experiences
Analyzing customer feedback and providing strategic direction to continuously improve overall rating
Responding to guests needs and anticipating their unstated ones
Manage guest relations team, appraise team’s performance and produce regular reports
Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer
concerns

Crown & Champa Resorts Lhaviyani Atoll, Maldives
Assistant Reservation Department Manager Feb 2019 - Feb 2020
Develop the Reservations Team for exceptional guest service at two premier resorts
Direct and manage the Reservation Department to not only meet but exceed budget targets for both resorts
Produce comprehensive daily, weekly, and monthly reports, including pick-up, booking pace, revenue forecast,
special offers, availability, and reconciliation reports.
 Participate in daily Reservations Forecast meetings with General Managers, offering expert insights on stop-sale or
reopening actions for both resorts
Continuously monitor revenue variance to identify areas of concern and develop strategies to maximize revenue
Actively seek opportunities to increase revenue and drive profitability for the resorts
Oversee the recruitment, selection, and training of team members to ensure a competent and motivated workforce

Ramada Encore Kiev Kyiv, Ukraine
Reservation Department Manager / Deputy Revenue Jan 2018 - Jan 2019
Lead and manage the Reservation Department, ensuring it consistently surpasses budget targets
Vigilantly monitor revenue variance, identifying concerns, and crafting revenue optimization strategies
Provide daily oversight of OTAs, managing extranet platforms to assist accounts with group reservations,
modifications, meetings, and negotiations
Proactively seek opportunities to enhance revenue streams and contribute to the financial success of the organization
Provide regular, comprehensive reporting on a daily and weekly basis, including key performance metrics such as
daily pick-up, booking pace reports, and revenue forecast and actual revenue
Nurture Reservations Team growth for consistent exceptional customer service.
Lead the recruitment, selection, and training of team members, ensuring they are well-equipped to excel in their roles

Grand Yacizi Group Marmaris, Turkey
Guest Relation In Charge Jan 2016 - Jan 2018
Ensured the satisfaction of guests by promptly addressing their requests and resolving any issues that may arise
during their stay.
Ensured the front office staff remained readily available at all times to provide timely customer assistance and
support.
Conducted comprehensive analysis of guest satisfaction reports to identify areas for improvement and proactively
enhance the quality of guest experiences.
Collaborated effectively with the Food & Beverage Department to organize and coordinate various events, thereby
enhancing the overall guest experience.

Dubai Marine Beach Resort & Spa Dubai, OAE
Guets Relation in Executive Jul 2013 - Nov 2015
Ensured the fulfillment of guest requests and effectively resolved any issues that arose to maintain a high standard of
guest satisfaction.
Oversaw the timely and courteous execution of check-in and check-out services for guests.
Ensured that front office staff remained available at all times to provide prompt customer assistance
Provided clear direction and guidance to front office staff, aligning their efforts with the hotel's overarching goals
Conducted comprehensive analysis of guest satisfaction reports to identify areas for improvement and enhance the
overall guest experience

Hotel Ibis, Novotel, Accor Network Kyiv, Ukraine transferted to Dubai ,UAE
Front Office Supervisor, Night Auditor Feb 2011 - Jul 2013
Managed guest check-in/check-out, cash handling, and promptly addressed guest requests and issues.
Conducted night audit, corrected payment errors, and maintained accurate financial records.
Prepared Opera for the new business day and performed End of Day procedures.
versaw operations during night shifts to ensure a smooth hotel operation.
Assigned tasks to front office staff for optimal productivity.
Compiled operational and financial records, generating reports for managerial review
PROJECT EXPERIENCE
Opex Kyiv, Ukraine
Project Manager Feb 2020 - Feb 2022
Develop technical tasks for new projects & coordinatect project teams & manage content for web pages (Wordpress)
Maintain quality control & ensure project timeline adherence

DBI Hotel Management Kyiv, Ukraine
Operating Team Feb 2018 - Feb 2019
Monitor revenue variance, constantly, to identify areas of concern and build an approach to maximize revenue
Working on a daily basis with OTA (managing extranet)

EDUCATION
Hanze University Groningen Groningen, Netherland & Cambridge, United Kingdom
Master of Business Administration

Russian International Academy of Tourism Moskow, Russia
Master of International communications, hospitality and tourism