Customer Service Manager

PROFILE

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Kerem Kendigelen esteemed hospitality professional, commenced his career

with The Ritz Carlton Hotel in Istanbul holding positions in In Room

Dining, Banquets, Stewarding, Fine Dining and Front of the House

departments continuing to serve for 8 years with The Ritz-Carlton Hotel

Company, held the positions of Rooms Division Intern, Manager In Training,

Valet Parking Manager, Director of Guest Services & Garage, Assistant Front

of the House Manager, Restaurant Manager and Food & Beverage Manager.

In 2005 assisted the project manager with the multi million-dollar room

renovation in The Ritz Carlton Buckhead. In 2007, He filled interim

assistant project manager role in The Ritz Carlton Atlanta for a multi

million-dollar room, lobby, public areas and ballroom renovation, which won

the Best Interior Hotel design award. In 2009 he opened a brand new Food &

Beverage outlet "Lumen" which won the best new Hotel Lounge award.

7 years of luxury hotel management experience in upscale hotels around the

world with high profile demanding guests has provided Mr. Kendigelen the

opportunity to develop the sophistication and interpersonal skills required

in such environments. A strong focus on customer service delivery is

complimented by an understanding of the importance of bringing warmth,

friendliness and reliability into the role of a leader. A natural leader

with several years of operations management experience cultivating

awareness that taking care of employees translates into good business.

Mr. Kendigelen possesses well honoured financial management skills and

business savvy in marketing and revenue management; he is well equipped to

succeed managing through a difficult economical environment having managed

a downtown Atlanta hotel maintaining rev per cover and leader positioning

during and in the years following 2008 and 2009.

EXPERIENCE

The Ritz Carlton Atlanta, Georgia, USA May 2008 to Present

Food & Beverage Manager

Manage all activities of the Food & Beverage including employees,

maintenance, sales, and profit/loss controls. Perform goal setting,

motivation and discipline of employees, labor expense control, control of

general expenses and resolving guest related issues in accordance with the

company goals. Coordinate, direct and manage the hotel operation to achieve

maximum profitability, ensure guest satisfaction, protect the financial

aspects of the business and maintain the building. Direct and manage

property operations to assure optimum performance and continual improvement

in the five Key Result Areas. Co-ordinating the organizational and

administrative functions in all areas of the Food and Beverage outlets to

ensure delivery of the strategy and compliance with standards. Providing

strategic leadership and direction to ensure the food and beverage

operation achieves its goals and contributes to the guest experience and

overall profitability of the hotel whilst maintaining Ritz Carlton Brand

standards.

The Ritz Carlton Atlanta, Georgia, USA May 2007 to May 2008

Restaurant Manager

Managing and coordinating the daily operations of Food & Beverage Outlet

operations as well as Atlanta Grill AAA 4 Diamond 3 Meal a Day Restaurant,

The Lobby Lounge & Bar and Lumen. Co-ordinating the organizational and

administrative functions in all areas of the Food and Beverage outlets to

ensure delivery of the strategy and compliance with standards. Providing

strategic leadership and direction to ensure the food and beverage

operation achieves its goals and contributes to the guest experience and

overall profitability of the hotel whilst maintaining Ritz Carlton Brand

standards.

The Ritz Carlton Buckhead, Atlanta, Georgia, USA February 2006 to

May 2007

Front of the House Assistant Manager

Managing and coordinating the daily operations of all Front of House

departments including front office, guest services, concierge, bell

services, door staff and garage departments. Ensuring all company standards

are met and exceeded to improve customer service.

The Ritz Carlton Buckhead, Atlanta, Georgia, USA

January 2005 to February 2006

Director of Guest Services & Garage

Managing and coordinating the daily operations of guest services,

concierge, bell services, door staff and garage departments. Ensuring all

company standards are met and exceeded to improve customer service.

The Ritz Carlton Buckhead, Georgia, USA

August 2004 to January 2005

Valet Parking & Garage Manager

Managing and coordinating the daily operations of Valet Parking and garage

departments. Ensuring all company standards are met and exceeded to improve

customer service.

The Ritz Carlton Buckhead, Georgia, USA

December 2003 to August 2004

Manager In Training

Managing the daily operations of the Guest Service & Garage departments

(Guest Services, Bell, Door Valet, Chauffeur Staff) Developing departmental

annual budget, monitoring and reporting any variances and tracking labor

cost and related expenses.

The Ritz Carlton Istanbul, Turkey

May 2003 to December 2003

Internship

HOTEL PRE-OPENING & RELATED EXPERIENCE

The Ritz Carlton, Atlanta (Lumen)

April, 2009

The Ritz Carlton, Atlanta (Rooms, Lobby, Ballroom Renovation)

August, 2008 The Ritz Carlton, Buckhead (HVAC Riser Replacement)

January, 2006

EDUCATION

Bachelor of Hospitality & Tourism Management

2000 - 2003

Istanbul University, Turkey

SKILLS

Over 7 years experience in luxury hotel service management.

Quality-oriented professional with a reputation for service, satisfaction,

and results.

Proven ability to manage multiple tasks, projects, and assignments

simultaneously.

Creative trouble-shooter able to quickly identify problems and implement

practical solutions.

Effective leader with the skills to build highly motivated, productive, and

diverse teams. Proven ability to quickly learn and utilize new methods,

systems, and technology.

Effective negotiator able to achieve win-win outcomes.

Track record of regular promotions and increasingly more complex

assignments.

Skilled user of Microsoft Office, Micros - Fidelio, Opera, On Demand and

People soft

ServSafe, L.M.S, Watson, C.A.R.E certified.

Micros Property Expert

ACHIEVEMENTS

The Ritz Carlton, Buckhead, Leader of the Quarter Award, 2005

Youngest Leader in the Ritz Carlton Hotel Company, 2003

Leadership Excellence Certificate, 2005

INTERESTS

Family, Travel, Soccer, Martial Arts

PERSONAL

Language; Fluent in English and Turkish, beginner in German and Spanish.

Nationality; Turkish, USA Permanent Resident

Date of Birth; January 15, 1984

Marital Status; Married

REFERENCES

Available upon request

Contact this candidate