Professional Experience

G Hospitality Hotels by Maryapı

July 2022 - January 2024

Cluster Director of Digital E-commerce & Digital Marketing (Responsible for All Group Hotels)

Centro WestSide Hotel & WestSide Residence by Rotana Istanbul, Wanda Vista İstanbul Hotel & Wanda Vista Residence İstanbul, G Hotels İstanbul & G Tower Residence, G-Beyond Yalıkavak Villas & Residences

Job Description:

Providing Revenue, Budgeting, Systems, and Online Channels Support & Maintaining Business Strategies for all 8 all G Hospitality Hotels. Planning Detailed Training for Budgeting, E-commerce, Sales, Front Desk, and Guest Services Departments. (B2C, B2B, Channel Management, Guest Satisfaction Scores, Hotel Recognition Management) Training and motivating Hotel Management Teams on Guest Satisfaction for getting higher scores on Reviews and Hotel Own Surveys. Crafting Brand and all hotel websites, vision & mission of the company and booking engine placements, Google Hotel ads program set-ups. Moreover; setting up digital marketing monthly and yearly strategies and companies to drive business to group hotels.

Hospitality Commercial Strategist helping to drive Direct Bookings to Group Hotels.
Maintaining E-commerce & Online Distribution Strategy.
Executing strategies in expanding on B2C and B2B channels to leverage revenue for member hotels.
Providing training for Sales Teams on Hospitality E-commerce (Corporate Trainer).
Setting Daily and long-term revenue strategies for higher ADR and RevPAR.
Setting Online sales strategies to leverage daily revenue for member hotels.
Managing digital marketing efforts to increase Brand Awareness and Brand Recognition on all digital platforms. - Managing digital marketing to increase direct business through the Brand’s website and direct channels.
Monitoring and providing training Online Reputation Management Tools (ReviewPro)
Establishing new hotel’s e-commerce systems and training the brand-new staff members in e-commerce management.

Dedeman International Hotels & Resorts

August 2018 - July 2022

Cluster Hotels Support & Revenue Services Manager (Responsible for All Group Brand Hotels)

Job Description:

Providing Revenue, Budgeting, Systems, and Online Channels Support & Maintaining Business Strategies for 18 Dedeman Branded Hotels. Planning Detailed Training for Budgeting, E-commerce, Sales, Front Desk and Guest Services Departments. (B2C, B2B, Channel Management, Guest Satisfaction Scores, Hotel App Management) Training and motivating Hotel Management Teams on Guest Satisfaction for getting higher scores on Reviews and Hotel Own Surveys.

Hospitality Commercial Strategist helping to drive Direct Bookings to Brand Hotels.

Group Expertise in E-commerce & Online Distribution Strategy.
Group Expertise in expanding on B2C and B2B channels to leverage revenue for member hotels.
Group Expertise in training Sales Teams on Hospitality E-commerce (Corporate Trainer).
Group Expertise in setting Daily and long-term revenue strategies for higher ADR and RevPAR.
Group Expertise in setting Online sales strategies to leverage daily revenue for member hotels.
Group Expertise in digital marketing to increase Brand Awareness and Brand Recognition on all digital platforms.
Group Expertise in Online Reputation Management Tools (ReviewPro, Trust You, Medallia) (Corporate Trainer)
Group Expertise on digital marketing to increase direct business through the Brand’s website and direct channels.
Group Expertise in establishing and managing Hotel Apps on brand level.
Group Expertise in STR Corporate set-up, STR Reports, and STR performance Analysis.
Group Expertise in opening brand-new hotels and training the brand-new staff members in e-commerce management.

Avantgarde Collection Hotels

January 2016 - May 2018

Cluster Digital Affairs Manager

Job Description:

Responsible position for managing all digital and B2B, B2C online channels, websites, Guest Feedback systems and booking engines for the brand in terms of revenue and daily operations. Directing online business cluster department for all 4 branded hotels. Managing digital advertising and PPC campaigns for the brand including SEM and SEO campaigns and Google My Business activities. Responsible for all RFP, Consortia and Corporate program processes and pricing and agreements. Board Member of Avantgarde Collection Rewards Club Creative Team.

Best Western Plus The President Hotel & Best Western Citadel Hotel İstanbul

July 2015 - December 2015

Multi-Property Revenue Manager

Job Description:

Managing the Reservations and Revenue Departments for both sister properties including all B2B, B2C online channels, Web sites, and RFP’s as well as managing digital advertising campaigns.

Best Western International, Turkey- İstanbul

November 2010 - June 2015

Member Support & Revenue Services

Job Description:

Enhances member value by providing operational, consulting, coaching, quality assessments, marketing and related property support. Provides training to owners, management, and staff. Develops relationships and builds trust.

Revenue management is an increasingly vital function and involves a coordinated effort across the organization. It is a highly demanding and challenging role working with a company that has a world-recognized brand name. The role requires not being afraid to use your initiative and take responsibility. The role is varied with an excellent opportunity to use a hospitality skill set and expand the knowledge within the industry. Full training expertise, high communication competence and problem-solving skills are required for the position with operational background, and customer service experience.

JOB ESSENTIALS:

Member Support:

Enhances member value by providing operational, training, marketing, and related property support.
Provides corrective action plans as required within daily operations.
Provides hotel operations consulting services (e.g., revenue management, sales and marketing and property

management) to meet property needs for all Best Western Turkey Properties.
Builds member value by conducting field-training workshops for owners, management, and staff on varied topics

with a significant focus on superior customer care.
Contributes to team effort by regularly communicating with members, and departmental management.
Updates Member Portal and Country Website according to the latest enhancements in the brand.

Revenue Management:

Operates and Manages a Revenue Management Service for 17 BWI hotels in the region.
Be responsible for the maintenance of any PMS system that contributes to the management of room revenue.
Applies advanced revenue management techniques and strategies for member hotels.
Creates smart, strategic decisions about boosting revenue.
Implements systems in place to manage occupancy, pricing, and marketing.
Plays an increasingly vital role and involves a coordinated effort to accelerate revenue for members.
Focuses on high-impact drivers for maximizing revenue for the brand.
Analyzes property rates and inventory to enhance member profitability.
Incorporates the revenue management philosophy in all aspects of sales, marketing, and operations in roomdivision.
Consistently evaluates inventory and selling process throughout the regional hotels.
Provides direction and guidance to the Sales Marketing department of the member properties.
Review room rate positioning and pricing of the member properties on online channels regularly and makenecessary adjustments to ensure that they reflect the market conditions and competitive environment.
Takes necessary actions to prevent Rate Violations on online market in order to keep the “Low Rate GuaranteeProgram” of the brand, property image, and product unity.
Creates alternative sales and marketing strategies by product diversification (create packages, promotion totargeted potentials, etc)

Channel Management:

Increases revenue by balancing demand, reservation scheduling, and variable pricing.
It is essentially selling the right room to the right person at the right time for the desirable price.
Uses forecasting and availability controls, pricing and distribution channel management, overbooking and groupmanagement, and non-traditional revenue management applications.
Maintains leadership role in the process of revenue management reviews within the hotels regularly.
Utilizes a 90 day pick up list to analyze daily changes in occupancy.
Prepares and delivers Demand Calendar on regular basis for channel-managed properties to optimize the sellingrates.
Compiles and analyzes monthly CM reports to increasing REVPAR.
Creates reports to compare positive changes at ADR, Number of room Nights, and Number of Reservations.
Effectively manages inventory and rate codes to optimize revenues
Forecasting to be demand based and coincide with pricing strategy
Provides Property Channel Management set-up for new hotels.
Builds a “Pricing Matrix” of the property by considering expectations and market share of the hotel in accordance by online channel set-up principles.
Effective usage of channel manager software.
Monitors the competitor hotels to establish the optimum pricing strategy

Sales & Marketing:

Delivers sales and marketing efforts of the brand concerning with Revenue Management and Channel Management requirements.
Establishes new co-operations with reputable companies in order to expand revenue potential.
Delivers the RFP (Request for Price) forms of the Corporate Accounts to member hotels.
Builds new strategies for the loyalty club of the brand by creating member-targeted offers and promotions.
Be proactive to create and implement new Social Media Marketing strategies.
Develops a Reputation Management system by using Social Media Marketing tools.
Enhances “Brand Awareness” by using all sales and marketing tools.
Creates yearly “Business Plan” for the region and supports the Global Business strategies of the brand.
Expands the Best Western Rewards loyalty program and drives revenue to member hotels through the clubmembers.

Customer Care:

Improves Guest Satisfaction by using Medallia Guest Satisfaction Survey system as a measurement tool,
Implements a comprehensive Guest Feedback campaign using all available communication tools (Internet,front desk, guest rooms)
Enhances guest experience by establishing strong and consistent measures and goals for all membersrelated to Quality Assurance, Customer Care, and Guest Satisfaction
Leverages customer feedback to guide enhancements to training, recognition, policies, and processes thatwill lead to industry-leading customer care and establishes an emotional connection with the brand.
Builds guest trust, confidence, and respect, and Member accountability and pride by integrating and improving guest satisfaction measures
Supports member hotels to understand and apply the importance of “How to Exceed Guest Expectations” byusing “I Care” and I Care 2“guest satisfaction training sessions
Delivers consultancy on service recovery alternatives on daily cases for member hotels

Reporting:

Maintains performance measures of marketing efforts to analyze property-specific return on investments.
Prepares quarterly “Property Score Card” reports to observe the property performance on different types of saleschannels of the brand. Analyzes the changes and establish new strategies to leverage the performance.
Creates “Monthly Country Revenue” report to analyze all properties by “Internet Channel Revenue”,“GDS Channel Revenue” and “CRO – Central Reservation Offices – Revenue” for International Senior
Management of the Brand.
Creates “Monthly SOB Reports” to maintain rebates to member hotels for bookings coming through the BrandWebsite
Creates “Monthly Quintile Reports” to maintain “Customer Care Performance” for Turkey member hotels.
Creates “Monthly FDI Reports” to maintain Best Western Rewards revenues and sign-up numbers.
Creates “Rapid Response” reports to direct each property to achieve superior customer care service.
Creates “Monthly Channel Management Reports” to maintain online channel performances for member hotels.
Prepares and analyzes “Rate Violation” reports to prevent “parity issues” on online channels.
Prepares “Rate Violation” reports on online channel to be delivered to member hotels for corrections.

Training:

Installs and conducts training on property reservation system.
Promotes Member Operations products and services by developing and communicating consulting tools andcollateral materials.
Helps identify marketing opportunities and approaches for members.
Achieves production and budget standards by effectively planning and scheduling property visits and trainings.
Ensures a seamless and expedient transition by conducting visits to new applicant properties.
Leads training and information sessions with all properties at the PMS level in the affiliate’s operation.
Delivers “I CARE” and “I CARE 2” customer care training sessions to all departments of each member hotel

CRM- Customer Relationship Management:

Understands the current customer profile with available data resources and market research.
Determines customer segments as an essential foundation for the development and execution of effectivecommunication.
Analyzes customer usage and popular promotions to create segmentation and modeling information for targetselection and campaign design.
Develops and manages loyalty-focused CRM initiatives (campaigns) through sales and marketing efforts.
Measures and improves CRM campaigns and initiatives.
Builds a stronger relationship with the customers to maintain brand loyalty.
Implements CRM-related social media and digital marketing strategies to drive online revenue.

Social Media Management

Manages overall Social Media activities on Facebook and Twitter through an agency.
Creates different campaigns through paid ads on Facebook targeting the potential travelers as well as BWRmembers.
Creates social media campaigns for prospective Followers to increase Follower numbers Twitter.
Corrects and confirms the weekly posting schedule for Facebook and Twitter.
Directs the creation of paid ads on Facebook in finding potential targets on Facebook.
Directs the creation of campaigns on social media tools to target the increase in visits to the Brand’s Localwebsite
Promotion of member hotels through social media campaigns by providing attractive rewards from memberhotels.
Supports the social media campaigns by sending e-newsletter through CRM software.
Providing support and consulting on Social Media Reputation Management through social media tools
Involvement in the Social Media set-up process for the Brand’s Local Facebook page, and Twitter account(Before and after like pages, background avatars and Brand information)

PROJECT INVOLVEMENT
Direct Connect Project & Country Wevsite Enhancement:

Direct connect interface refers to the electronic data connection between a hotel chain’s central reservation system (CRS) and the retailer, thereby avoiding an intermediary service, resulting in faster execution and real-time availability of hotel inventory, booking volume, and conversion performance are expected to increase.

It is a data exchange system that requires less human intervention and can expect to obtain better reliability, improved communication, information consistency, and increased efficiencies between participants. This will lead to better control over future costs for both parties and the added ability to more accurately project electronic booking growth.

Project Targets:

Develop new ideas to improve the country’s website performance for Direct Connect Project.
Support the International IT Team in DC efforts by completing translations, providing technical information, andcreating and testing actual test cases.
Increase the number of the website visitor.
Achieve all DC requirements to establish the Turkish version of booking steps for over 4000 Best Western Hotelsin the database of the Best Western International Website.
Increase inbound and outbound revenue from the local website through the new enhancements.

Westin Waltham Hotel, (Starwood) Waltham, MA,

April 2008 - April 2009

Front Desk Hotel Supervisor, Manager on Duty

Effectively managing the night team in the hotel including Housekeeping and F&B departments on daily shifts.
Perform the daily MOD (Manager on Duty) tasks and responsibilities on daily shifts.
Training recently hired agents on-the-job for the overnight shift according to the brand standards and the company culture
Performing proper front desk closing procedures, as well as food and beverage closing audits
Providing effective sales efforts at Front Desk to maximize rooms revenue
Performing cashiering of $ 500 each shift and advanced deposit procedures
Organizing billing with Accounting Department
Creating new methods for training the associates by using property management system tools to increase guest loyalty.

Providing and implementing new ideas to increase guest satisfaction
Performing service recovery efforts for in-house guests and developing new applications to reach the guests after departure
Monitoring and organizing check-in/check-out, billing, customer requests, and communications with the security

Department, and local police department, newspaper delivery and local area shuttle procedures

Radisson Airport Hotel Warwick, Warwick, RI,

September 2005 - February 2008

Night Auditor, Fellow Teaching Assistant

Effectively managed a team of 5 including coordinated schedules.
Trained and evaluated an average of 4 student interns in 2 different groups weekly, with on-the-job night audit shifttraining according to company and university practicum standards
Performed proper front desk closing procedures, as well as food and beverage closing audits
Provided effective sales efforts at Front Desk to maximize rooms revenue
Performed cashiering of $1800 each shift and advanced deposit procedures
Organized billing with Accounting Department
Monitored and performed check-in/check-out, billing, customer requests, and communications with the securitydepartment and local police department, continental breakfast, newspaper delivery, and airport shuttle procedures.
Promoted to Fellowship rank within 1 year due to excellent service

Banquet Server, Teaching Assistant

Effectively worked and helped manage banquet functions for up to 800 guests
Performed set-up duties and designed rooms for banquet events
Ensured quality service by managing guest relations, serving and resolving complaints
Provided advanced deposit and billing procedures for the clients with the front desk and accounting department

OlcartourTravel Agency, İstanbul - Turkey

February 2004 - August 2005

Operation Department Supervisor

Effectively managed the operation department of 6 in Istanbul branch and reported directly to the general manager
Created packages for daily tours, domestic and international tour packages, cruise tours, and flights
Designed online hotel and car reservations system modules
Developed new packages on the company website such as car fleet rental programs, private plane and helicopter rental packages, and individual trip itineraries for corporate and individual parties.
Increased sales through international and domestic meetings, events, and fairs for the company

Professional Experience

Job Description:

Job Description:

Job Description:

Job Description:

Job Description:

JOB ESSENTIALS:

Member Support:

Revenue Management:

Channel Management:

Sales & Marketing:

Customer Care:

Reporting:

Training:

CRM- Customer Relationship Management:

Social Media Management

PROJECT INVOLVEMENT Direct Connect Project & Country Wevsite Enhancement:

Project Targets:

PROJECT INVOLVEMENT
Direct Connect Project & Country Wevsite Enhancement: