Ayse Ecem VOLKANOGLU
München-Germany,Germany
Summary
Experienced hospitality professional with a strong background in front office operations, guest services, and reservations. Proven ability to deliver high-quality customer service in fast-paced, international hotel environments. Skilled in problem-solving, multitasking, and maintaining guest satisfaction. Adaptable, detail-oriented, and passionate about creating memorable guest experiences. Currently enhancing skills in a multilingual setting in Germany, with conversational German (A2) and fluent English.
Overview
14
14
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Guest Service Assistant
Hilton Garden Inn Munich
2024.02 - 2025.07
Reservation Supervisor
Double tree by Hilton ESKISEHIR
2019.08 - 2023.01
Front Office Receptionist
Hilton Garden Inn ESKISEHIR
2016.08 - 2018.11
Front Office Receptionist
Rixos Hotels-Tasigo
2014.06 - 2014.11
Food Service-Trainne
Strandcafe Betriebe Ostseebad
2012.06 - 2012.09
Complex Guide-Trainne
Jolly Tour
2011.06 - 2011.09
Education
Bachelor degree - Tourism and Hotel Management
Balıkesir University
Turkey 2009.09 - 2013.06
High School - Tourism and Hotel Management-Front Desk
Ali Güven Anatolia Hotel and Tourism High School
Turkey 2005.09 - 2009.06
Skills
- Hospitality industry knowledge
- Hotel safety regulations familiarity
- Reservation system operation
- Event planning experience
- Guest arrival and departure procedures
- Billing procedures
- Reservations management
- Customer relationship management
- Front desk management
- Guest experience
- Guest relations
- Room booking coordinating
- Guest complaint handling
- Reservation coordinating
- Check-out management
- Customer Service
- Team Leadership
- Multitasking
Languages
English
Intermediate
German
Beginner
Certification
Hilton Internal Trainings:
- Hilton Garden Inn Food Safety Course
- Brand Standards & Quality Assurance Training – Hilton
- Fire Life Safety & Emergency Training – Hilton
- Guest Service Excellence Training – Hilton
- ISO 10002 – Customer Satisfaction Management Training (23/12/2012)
- ISO 22000:2005 – Food Safety Management System (Basic Training) (23/12/2012)
- ISO 19011 – Internal Auditor Basic Training (23/12/2012)
- ISO 19011 – Quality Management System Basic Training (23/12/2012)
- ISO 14001:2004 – Environmental Management System (Basic Training)
- OHSAS 18001:2007 – Occupational Health and Safety (Basic Training)
- HACCP – Food Safety Management System Training, based on Hilton Garden Inn Food Safety Standards
- OnQ PMS System Training
- Front Office Operations and Reservations Training – Hilton
Timeline
Guest Service Assistant
Hilton Garden Inn Munich
2024.02 - 2025.07
Reservation Supervisor
Double tree by Hilton ESKISEHIR
2019.08 - 2023.01
Front Office Receptionist
Hilton Garden Inn ESKISEHIR
2016.08 - 2018.11
Front Office Receptionist
Rixos Hotels-Tasigo
2014.06 - 2014.11
Food Service-Trainne
Strandcafe Betriebe Ostseebad
2012.06 - 2012.09
Complex Guide-Trainne
Jolly Tour
2011.06 - 2011.09
Bachelor degree - Tourism and Hotel Management
Balıkesir University
2009.09 - 2013.06
High School - Tourism and Hotel Management-Front Desk
Ali Güven Anatolia Hotel and Tourism High School
2005.09 - 2009.06