Guest Relations Manager

Mandarin Oriental Bosphorus İstanbul

Hakkasan restaurant, one of the world-famous representatives of Cantonese cuisine, is looking for colleagues to join our team in both Bodrum and Istanbul.

Responsibilities:

Plans, directs, co-ordinates & controls all activities geared towards higher guest satisfaction within the whole restaurant. Is in charge to find operational solutions to guest complaints,

Makes sure everything in the restaurant is in order and in fresh look,

Takes care of all requests and complaints when necessary,

Observes behavior and efficiency of all Front Office staff,

Deals with especially all arrivals and VIP ‘s. makes necessary coordination with reservation for future important arrivals and notice the General Manager.

Supervises proper use of equipment to avoid misuse,

Controls VIP status extended to guests & ensures VIP policy is kept to,

Supervises proper blocking of VIPs and special requests. Follow up the guest requests,

Ensures that a smooth operation is maintained within the department,

Coordinates and guide the Guest Relation issues and cooperate.

Concentrates on guest activities like coordinating special occasions or meeting with VIP guests,

Supervises Guest Service Agents performance and makes sure everything related to guest is followed up,

Makes sure guests are escorted to their rooms by the guest relation team,

Coordinate and follow up guest contact policy,

Observes and supervises closely and follows up that all staff greet the guests properly and handle guest complaints with maximum efficiency,

Organizes & is present upon special events, functions,

Suggests ways to improve service approach, service delivery & customer relations in all departments,

Monitors accuracy in Sevenrooms profiles & makes sure that guest history is updated,

Handles guest questionnaires in the same way.

Qualifications:

University degree,

Minimum 5 years of Front Office experience in five-star hotels or restaurants of which at least two years in supervisory position, 

Excellent reading, writing, and oral proficiency in the English language,

Proficient in Sevenrooms and MS Office,

Flexibility to respond to a range of different work situations.