Mariya Erkoc Email & Phone Number

• Contribute to the success of Odysseys Unlimited, an honoree of the Condé Nast Traveler World’s Best Tour Operators award and a 7-time honoree of Travel + Leisure's World's Best Tour Operators awards• Serve as the primary point of contact for customer telephone calls and sales inquiries• Maintain meticulous accuracy and completeness in updating and managing reservation information• Exemplify the highest degree of telephone etiquette on all calls, with outmost professionalism and efficiency

Beverly Hills, California

• Oversaw Rooms Division at a luxury 88-room boutique hotel• Assisted the GM with a hotel-wide renovation project, managing resources to stay within time-frame• Managed all aspects of employee management, including training and performance evaluation• Developed and executed training programs to enhance employee skills and service excellence• Coordinated with the Executive Housekeeper to ensure housekeeping procedures are established to maximize production• Provided strategic leadership for the Rooms Division, establishing plans to drive long-term growth • Fostered a culture of continuous improvement within the Rooms Division, driving excellence and efficiency• Collaborated with department heads to optimize operations and deliver exceptional service across all guest touchpoints• Monitored key performance indicators and implemented corrective actions to achieve departmental goals

Viceroy Santa Monica

• Oversaw Front Desk, Guest Services, Security, and Retail operations at a chic 162-room beachfront resort• Maintained high visibility with employees and guests, fostering a culture of open communication • Completed daily walk-throughs of Rooms Division department areas, observing staffing levels, appearance, service, operational cleanliness and maintenance, and the quality of operations• Conducted comprehensive trainings on reservation management and billing procedures for Front Desk• Developed and implemented controls for expense management, ensuring budget goals are met• Coordinated with Revenue Management to maximize room occupancy, rates and profits• Analyzed shortfalls in forecasts and financial reports, developed and implemented steps to correct them• Monitored guest feedback and implemented proactive measures to address areas for improvement• Organized team-building activities to boost employee engagement and productivity

Beverly Hills, California

• Directed the implementation of new brand standards across all guest touchpoints• Assisted the General Manager in executing a new dining concept project• Reached and maintained the hotel's ranking in the top 5 Beverly Hills hotels on Tripadvisor• Spearheaded initiatives to enhance guest satisfaction and loyalty, resulting in positive reviews and increased ratings.• Implemented training programs to empower staff to deliver memorable guest experiences• Developed comprehensive guest experience strategies to differentiate the hotel in the market• Led cross-functional teams to deliver seamless guest experiences and resolve any service issues promptly• Established a rotating MOD program and analyzed opportunities at weekly Operations meetings• Monitored Incident Reports and managed Insurance Claims, ensuring compliance with safety standard

Avalon Hotel In Beverly Hills, Ca

• Managed Front Office, Reservations, and Guest Services at an upscale 84-room boutique hotel• Significantly increased Guest Survey Scores, consistently ranked in the top 3 properties for VHG• Trained the team on new culture and vision as the hotel underwent rebranding to Proper Hospitality• Introduced new SOP’s and conducted ongoing trainings to maintain luxury levels of service• Developed and facilitated onboarding programs for new employees, fostering a culture of excellence• Supervised and monitored schedules, ensuring adequate staffing levels and optimal guest satisfaction• Controlled payroll in line with the budget, ensuring efficient resource allocation and cost management• Ensured proper operations of rooms division systems, troubleshooting problems with hotel systems• Implemented and oversaw the Rooms Upsell Program, contributing to revenue maximization• Tracked hotel’s RevPAR versus competition by consistently analyzing STAR report• Provided development and positive support for my team, ensuring their professional growth

San Diego, Ca

• Oversaw Front Desk and Guest Services teams, ensuring excellence in service• Reached and maintained #4 spot on Tripadvisor out of 247 hotels in San Diego• Conducted through trainings to improve guest service and loyalty program enrollments• Monitored Social Media Reviews and promptly responded to Guest Satisfaction Surveys• Provided leadership and guidance to Front Desk staff, ensuring adherence to luxury service standards• Facilitated pre-shift meetings to review information pertinent to the day's business and hotel operations• Maintained high employee satisfaction scores throughout the division, and decreased turnover rates

Kirkland, Wa

• Contributed to the success of The Heathman Hotel, ranked #1 Best Hotel in the Northwest United States and #88 in the world by Condé Nast Traveler for the year of 2011• Supervised Housekeeping department in an upscale 91-room boutique hotel• Managed departmental controllable expenses to achieve budgeted goals• Developed action plans and implemented SOPs to maintain guest satisfaction• Organized training sessions for housekeeping team to improve service quality and productivity• Monitored and ensured adherence to all service standards, maintaining consistency in service delivery• Provided housekeepers with room assignments, performed inspections, and managed Lost & Found• Administered performance evaluations and provided timely feedback, ensuring continuous improvement

Bachelor Of Arts (B.A.), Hospitality Business Management

WSU's hospitality school is consistently ranked among the top 10 in the U.S.

International Hospitality Management

Focused on hospitality, tourism, business and hotel management, Cesar Ritz Colleges Switzerland is inspired by the pioneer of luxury.