Pinar Akdogan has over 5 years of experience in customer service roles, including as a senior receptionist at a 5-star London hotel. She has strong communication, organizational, and problem-solving skills. Her experience also includes roles as a conference and banqueting waitress, nanny, and switchboard operator. She is proficient in hotel operating systems and Microsoft Office programs. Pinar is seeking a new opportunity as a hotel receptionist where she can apply her experience delivering exceptional customer service.

1. Pinar Akdogan
pinar_urhan@hotmail.com
07 588 131 524
330A Lee High Road SE13
5PJ – London
Personal Profile
An enthusiastic 5* hotel receptionist with determination and excellent organizational and
communication skills. I have over 5 years experience in customer service, working under pressure,
multitasking and dealing with customer complaints. I always strive to achieve the highest standards at
any given task, with care to pay close attention to details. Also, exceeding customer expectations is
my primary goal and the reason why I excel in my every day job.
Work Experience
02/2012 - Present Senior Receptionist - Metropolitan by Como London *****
• Meeting and greeting, ensuring each guest receives warm, memorable and personalized service.
• Answering all incoming calls promptly,responding to queries,re-directing them to the relevant
person or taking message.
• Dealing with all incoming e-mails and other guest correspondence.
• Assisting with general administrative duties including receiving/sending faxes and filing,handling
post,photocopying,printing,scanning,data entry ,posting charges and invoices.
• Monitoring alarm system to ensure that secure conditions are maintained and report any issues to
the security department.
• Saving and printing daily downtime reports and backups, to making certain changes are updated
and communicated accordingly.
• Training new employees making sure that the procedures are followed.
• Dealing with guest complaints and making sure that each guest leaving the hotel is aiming to come
back.
• Responding to the emergency phone keeping records of calls placed and charges.
• Check-in & Check-out ,rooming guest,managing reservation duties as making reservations and
sending emails confirmations.
• Allocating rooms and suites while ensuring guest expectations are met and exceed.
• To ensure that Lobby Reception Desk remains tidy,organised and presentable at all time.
• Ordering stationary,cash handling,currency exchange.
03/2010 – 01/2012 Conference&Banqueting Waitress - Grosvenor House JW Marriott *****
• Attending the daily brief and following instructions in timely manner
• Making sure quality service is delivered
• Attending to the requirements of customers in a kind and caring way
• Leading my team to determine that the allocated table plan is followed

2. 02/2007- 02/2010 Nanny - (Bromley)
• Responsible for looking after two young children age 7 and 10 years old. Being totally focused on
the children organising and implementing their daily routines and helping then to grow learn and
develop.
02/2005-12/2006 Switchboard Operator - Queens Park Resort *****
• Answering all internal or external calls in a timely and professional manner,following the
general standards and procedures.
• Dealing with incoming emails,replying them or forwarding to right department if needed.
• Test lines and report faults.
• Updating directories.
• Taking and passing on messages.
• General administration such as filing,printing,typing etc.
• Dealing with wake up calls for the guest in the hotel.
• Using a Busy Switchboard and good knowledge of using Fidelio.
• Dealing with incoming and outgoing faxes in a timely manner.
• Covering receptionist positions when required.
Education
Reception Academy 12/2011
Professional Hotel Receptionist Training
www.ReceptionAcademy.com
Educational Details:
Practical Hotel Receptionist Training
Welcoming Guests
Check-in and Check-out
Hotel procedures, brand standards & terminology
Loyalty programme enrolment
Practical use of Opera PMS Version 5.0
Behavioural Skills Training
Understanding Hotel Departments
Akdeniz University 06/2001-09/2003
Tourism Hospitality Management
Anadolu University 10/2011-06/2014
Faculty Of Administration

3. Key Skills
Practical use of Opera PMS Version 5.0 Full Service,Mitel,Callscope,Triton,Serenata
Excellent It skills ( Excel Advanced 2013, MS Word,
PowerPoint, Onenote, Outlook) and Internet
Telephone skills certificate , Professional telephone manner
Dealing with customers queries and complaints
Strong attention to details, great organizational skills, exemplary
customer service, teamplayer attitude.
General administrative duties: data entry, filing, writing and
responding to e-mails, photocopying, faxing.
Highly confidential and aware of Data Protection Act
Flexible to cover full time hours during holiday periods
REFERENCES available on request