Ozden Abit
Hotel Manager
Prague
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
22
22
years of professional experience
2
2
years of post-secondary education
6
6
Languages
Work History
General Manager
Eurostars Hotel Company-Eurostars Thalia 5*, Aurea Legends 4*, Exe City Park 3*
Prague
06.2021 - Current
- Prague Manage 3 properties: Hotels with 125, 80 and 50 rooms; restaurant, bar, meeting rooms, parking
- Formulated policies and procedures to streamline operations.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Collaborated with cross-functional teams to develop innovative solutions.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Reduced operational risks while organizing data to forecast performance trends.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reported issues to higher management with great detail.
- Forecasted daily, weekly and monthly to accomplish budgeted revenues
- Sales activity Preparing and maintaining the annual budget and the marketing plan
- Management and control:
- Cash flow; account receivable Managed and controlled purchases: select and contract the suppliers
- Represent the hotel in the city organization and institution authority.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Managed budget implementations, employee evaluations, and contract details.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Operations Manager
Eurostars Hotel - Hotel Regent 4*
Munich
07.2019 - 06.2021
- Manage the property: Hotel 189 rooms; restaurant, bar, meeting rooms
- Employees from 25 to 65; restructure the entire operations team and sales and marketing processes; manage profit and loss; cost control; planning and organizing all the services; contract and training of the staff
- Forecasted daily, weekly, and monthly to accomplish budgeted revenues
- Preparing and maintaining the annual budget and the marketing plan;
- Management and control:
- Cash flow; account receivable
- Managed and control purchases: select and contract the suppliers
- Select and contract the staff
- Organize the employees’ shift with flexible contract
- Represent the hotel in the city organization and institution authority.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed systems and procedures to improve operational quality and team efficiency.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Operations Manager
Eurostars Hotel Company - Eurostars Toscana 4*
Lucca
11.2015 - 06.2019
- Manage the property: Hotel 68 rooms; restaurant, bar, meeting rooms, small spa
- Employees from 15 to 65; restructure the entire operations team and sales and marketing processes; manage profit and loss; cost control; planning and organizing all the services; contract and training of the staff
- Forecasted daily, weekly, and monthly to accomplish budgeted revenues
- Preparing and maintaining the annual budget and the marketing plan
- Management and control:
- Cash flow; account receivable
- Managed and control purchases: select and contract the suppliers
- Select and contracting the staff, organize the employees shift with flexible contract
- Represent the hotel in the city organization and institution authority.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed systems and procedures to improve operational quality and team efficiency.
- Developed and implemented strategies to maximize customer satisfaction.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Receptionist
Eurostars Hotel Company - Eurostars Residenza Cannaregio 4*
Venice
05.2013 - 11.2015
- With expertise in planning, managing and improving the daily operations for the hotel services
- Responsible for the highest of productivity in labor while providing excellent customer service for all guests.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Managed multiple tasks and met time-sensitive deadlines.
- Answered phone promptly and directed incoming calls to correct offices.
- Maintained confidentiality of information regarding clients and company.
- Corresponded with clients through email, telephone, or postal mail.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered central telephone system and directed calls accordingly.
- Resolved customer problems and complaints.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Assisted with onboarding new clients and securing paperwork completion.
- Organized, maintained and updated information in computer databases.
- Routed incoming mail and messages to relevant personnel without delay.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Assistant Manager
Eurostars Hotel Company - Hotel Exe Perusia 4*
Perugia
02.2013 - 05.2013
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Created employee schedules to align coverage with forecasted demands.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
Receptionist
Eurostars Hotel Company - Eurostars Residenza Cannaregio 4*
Venice
02.2011 - 02.2013
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Corresponded with clients through email, telephone, or postal mail.
- Answered central telephone system and directed calls accordingly.
- Resolved customer problems and complaints.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Responded to inquiries from callers seeking information.
- Assisted with onboarding new clients and securing paperwork completion.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Handled cash transactions and maintained sales and payments records accurately.
- Scheduled office meetings and client appointments for staff teams.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
Receptionist
Europa Touristic Group
Venice
04.2009 - 10.2010
- Reception - Green Village Resort
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Managed multiple tasks and met time-sensitive deadlines.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Corresponded with clients through email, telephone, or postal mail.
- Answered central telephone system and directed calls accordingly.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Scheduled office meetings and client appointments for staff teams.
- Compiled information from files and research to satisfy information requests.
Reservations Agent
Starwood Hotels&Resorts (Hotel Danieli, Hotel Gritti Palace, The Westin Europa Regina)
Venice
11.2007 - 11.2008
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Worked closely with front desk to achieve full occupancy of property.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Maintained awareness of types of rooms available in different resort locations.
- Handled billing information over phone.
- Resolved various issues and discrepancies for customers.
- Provided customers with information about availability and pricing.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Switchboard Operator
Starwood Hotels&Resorts (The Westin Excelsior)
Venice
08.2007 - 11.2007
- The Westin Excelsior 5*L
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Connected callers with appropriate professional, department, or business.
- Announced important information and emergency notifications over PA system.
- Documented messages and forwarded to correct individual.
- Created and maintained company phone directory with current extensions and staff information.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Operated switchboard and routed incoming calls to appropriate departments.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Maintained detailed customer call and inquiry logs for performance monitoring.
- Followed up on customer inquiries to confirm issues were adequately addressed.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Solved customer inquiries regarding products, orders and account balances quickly to meet service targets.
- Identified service improvement opportunities through call volume and performance reports.
- Processed customer payments for timely, accurate order fulfillment.
- Maintained accurate records of calls placed and received.
- Provided helpful, informative technical support to customers on product usage and installation.
Receptionist
Hotel Airone 3*
Venice
04.2007 - 08.2007
- Hotel Airone 4*, Venice (Italy)
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Managed multiple tasks and met time-sensitive deadlines.
- Answered phone promptly and directed incoming calls to correct offices.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered central telephone system and directed calls accordingly.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Scheduled office meetings and client appointments for staff teams.
- Organized, maintained and updated information in computer databases.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Translator
A.E.M
Bucharest
04.2004 - 02.2007
- A.E.M - Activities of extraterritorial organizations
- Replicated flow, style, and overall meaning of original texts.
- Reviewed final works to spot and correct errors in punctuation, grammar, and translation.
- Applied cultural understanding to discern specific meanings beyond literal written words.
- Reviewed news and current events in international publications, translating relevant information for leaders.
- Supported operations by translating key departmental documents and internal communications.
- Worked with other translators to facilitate real time conversations.
- Translated documents for research departments, supporting data collection and reporting.
- Used translation software to verify complex terms and expedite communication process.
Secretary
S.C. Gect Impex Srl
Bucharest
12.2000 - 03.2004
- Administrative activities and support services
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Answered multi-line phone system and enthusiastically greeted callers.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Scheduled appointments and conducted follow-up calls to clients.
- Maintained daily report documents, memos and invoices.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
- Booked airfare, hotel, and ground transportation to coordinate office travel.
- Composed inter-office correspondence and provided product and service information to customers.
- Maintained electronic filing systems and categorized documents.
- Entered data into system and updated customer contacts with information to keep records current.
- Recorded and tracked operational expenses to identify and eliminate wasteful spending.
- Screened visitors and issued badges to maintain safety and security.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Offered technical support and troubleshot issues to enhance office productivity.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Performed research to collect and record industry data.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Managed filing system, entered data and completed other clerical tasks.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Established administrative work procedures to track staff's daily tasks.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
Education
01.2015 - 01.2017
Various courses focused on: revenue management; marketing, cost control, hotel management, human resource management.
University degree - journalism
Skills
Manage and control the daily hotel’s operationsF&B services;Room DivisionHousekeeping;Event management;Sales activityOnline distribution;Mice;Revenue ManagementManage P&L;Preparing and maintaining the annual Budget and Marketing PlanExpenditure ControlApply corrective action to ensure the fixed targetCredit Control;Directs and ensures the implementation and execution of corporate policiesEmployee selection, contracting and trainingIt knowledgeMicrosoft Office (Word, Excel, Access Power point, etc); PMS: Opera, Sap, Tesipro, Hotel Channel Manager: Rate tiger – Igm channel manage, SynergyOzden Abit Prague, April 6, 2023
Performance improvement
Client account management
Relationship building
Employee scheduling
Project Management
Consistently meet goals
Deadline-oriented
Verbal and written communication
Staff training/development
Effective leader
Budget development
Recruitment
Sales expertise
Coaching and mentoring
Timeline
General Manager - Eurostars Hotel Company-Eurostars Thalia 5*, Aurea Legends 4*, Exe City Park 3*
06.2021 - Current
Operations Manager - Eurostars Hotel - Hotel Regent 4*
07.2019 - 06.2021
Operations Manager - Eurostars Hotel Company - Eurostars Toscana 4*
11.2015 - 06.2019
- ,
01.2015 - 01.2017
Receptionist - Eurostars Hotel Company - Eurostars Residenza Cannaregio 4*
05.2013 - 11.2015
Assistant Manager - Eurostars Hotel Company - Hotel Exe Perusia 4*
02.2013 - 05.2013
Receptionist - Eurostars Hotel Company - Eurostars Residenza Cannaregio 4*
02.2011 - 02.2013
Receptionist - Europa Touristic Group
04.2009 - 10.2010
Reservations Agent - Starwood Hotels&Resorts (Hotel Danieli, Hotel Gritti Palace, The Westin Europa Regina)
11.2007 - 11.2008
Switchboard Operator - Starwood Hotels&Resorts (The Westin Excelsior)
08.2007 - 11.2007
Receptionist - Hotel Airone 3*
04.2007 - 08.2007
Translator - A.E.M
04.2004 - 02.2007
Secretary - S.C. Gect Impex Srl
12.2000 - 03.2004
Universitatea Spiru Haret, philosophy - University degree, journalism