Kenan Çetin

Results-driven Hospitality Manager with over 8 years of experience leading guest house operations, front office teams, and rooms departments at luxury brands including The Ritz-Carlton and boutique properties in the UK. Proven track record of managing daily hotel operations, budgeting, and team workflows to drive guest satisfaction and increase upselling revenue. Reduced daily administrative and reporting overhead while maintaining exceptional guest review scores across extranet platforms.

Guest House Manager at AARON WISE APARTMENTS (2025-01 – Present)

• Plan and manage daily housekeeping and front desk operations, allocating room preparation schedules to ensure 100% timely check-in readiness.
• Evaluate housekeeping performance, conduct room quality checks, and manage inventory purchasing and budget allocations to streamline operational costs.
• Oversee guest communications, extranet review responses, and payment processing while resolving non-payment issues and sending automated check-in instructions.
• Compile yearly housekeeping budgets and deliver comprehensive daily operational reports directly to property ownership.

Night Manager at AARON WISE APARTMENTS (2023-10 – 2024-12)

• Managed overnight front office operations, ensuring all due-in arrivals were processed and check-in instructions sent via text and email.
• Coordinated with housekeeping for early check-in/late check-out requests and updated real-time room status across property systems.
• Handled guest inquiries, emergency phone coverage 5 days a week, and logged incident reports for executive review.

Assistant Front Office Manager at THE RITZ-CARLTON (2023-02 – 2023-06)

• Organized daily front office operations for a luxury 5-star hotel, ensuring seamless VIP arrivals and personalized service delivery.
• Acted as Front Office Manager and Night Manager during absences, supervising reception staff and driving upselling and loyalty program enrollment targets.
• Handled escalated guest complaints, reported major incidents to the General Manager, and maximized guest retention through tailored VIP experiences.

Duty Manager at THE RITZ-CARLTON (2021-11 – 2023-02)

• Managed front desk workflows, room assignments, and financial transactions for high-volume check-in and check-out processes.
• Welcomed VIP arrivals, acted as Night Manager bi-weekly, and resolved complex guest complaints to uphold brand standards and improve guest satisfaction scores.

Rooms Controller at THE RITZ-CARLTON (2019-12 – 2021-10)

• Forecasted daily room assignments and inventory availability across all room categories to prevent overbooking and maximize revenue potential.
• Created daily vacant room lists for front desk upselling opportunities and conducted Manager on Duty responsibilities one week per month.

Club Concierge at THE RITZ-CARLTON HOTEL (2019-03 – 2019-10)

• Delivered dedicated concierge services, handled in-room VIP check-ins, and processed guest payments and preferences in the system.

Receptionist & Call Center Agent at THE RITZ-CARLTON HOTEL (2016-05 – 2019-03)

• Executed guest check-ins/outs, cash float balancing, daily bucket audits, and guest accounting procedures according to hotel specifications.
• Handled guest calls, logged complaints and preferences into Mystique/Opera systems, and verified loyalty statuses in IMS.

Master of Science (MSc) in Tourism Management (SEMTM) – SKEMA BUSINESS SCHOOL (2015 – 2016)

Erasmus Program in Business Administration (English) – UNIVERSITÉ DE CERGY-PONTOISE (2013 – 2014)

Bachelor's Degree in Business Administration (English) – ISTANBUL AREL UNIVERSITY (2010 – 2015)