Misafir İlişkileri Temsilcisi

Mövenpick Hotel Istanbul Marmara Sea

Position Purpose

To maintain the highest levels of guest satisfaction, continuously enhance the guest experience, and ensure the delivery of personalized services in line with the hotel's brand standards and service expectations.

1. Online Guest Reviews and Reputation Management

• Regularly monitor the hotel's online reputation management platforms, with a particular focus on TrustYou.
• Review guest feedback published on Online Travel Agencies (OTAs), Google, TripAdvisor, and other digital channels.
• Respond to guest reviews promptly and professionally, in accordance with the hotel's brand standards and communication guidelines.
• Analyze positive and negative feedback to identify recurring issues, service gaps, and opportunities for improvement.
• Communicate guest complaints to the relevant departments and follow up on resolution processes to ensure timely and effective action.

2. Guest Profiles and Personalized Service

• Monitor guest profiles, stay history, preferences, and special requests.
• Coordinate personalized arrangements for VIP guests, repeat guests, loyalty program members, and guests celebrating special occasions.
• Contribute to the delivery of personalized guest experiences based on individual preferences and previous feedback.
• Ensure that guest information is accurate, up to date, and handled in accordance with applicable data protection and privacy requirements.

3. Operational Guest Relations

• Conduct regular guest visits in the hotel's public areas and Food & Beverage outlets to monitor satisfaction levels and gather feedback.
• Engage directly with guests to understand their needs, expectations, and overall experience.
• Coordinate with relevant departments to ensure that issues arising during a guest's stay are resolved efficiently and professionally.
• Communicate recommendations and improvement opportunities to management and the relevant department heads to enhance the overall guest experience.

4. Arrival Preparations and Guest Welcoming

• Review daily arrival lists and identify guests requiring special attention or personalized arrangements.
• Coordinate arrival preparations for VIP guests, repeat guests, and guests celebrating special occasions.
• Follow up on the timely preparation of in-room amenities, welcome letters, and personalized gestures.
• Coordinate with Front Office, Housekeeping, Food & Beverage, and other relevant departments to ensure seamless arrival preparations.
• Verify that all guest requests and special arrangements are fulfilled accurately and on time.

5. Reporting and Action Plan Follow-Up

• Prepare daily guest satisfaction and complaint reports.
• Analyze monthly TrustYou performance reports and online reputation management metrics.
• Categorize and evaluate guest feedback to identify recurring trends, service deficiencies, and areas for improvement.
• Develop departmental improvement action plans, assign responsibilities in coordination with the relevant department heads, and monitor progress through to completion.
• Regularly assess the impact of implemented actions on guest satisfaction and service quality.
• Prepare and present relevant performance indicators, key findings, and improvement opportunities for management meetings.

6. Interdepartmental Communication and Coordination

• Work closely with relevant departments to address matters affecting the guest experience.
• Ensure that action points arising from guest feedback are communicated to the relevant department heads and followed up accordingly.
• Contribute to the continuous improvement of service quality and guest satisfaction across the hotel.
• Consistently implement and uphold the hotel's brand standards, service culture, and Guest Relations procedures.

Qualifications and Requirements

• Previous experience in the hospitality industry, preferably in Guest Relations or Guest Experience.
• Prior experience with TrustYou is a strong advantage and will be considered a priority.
• Experience in online reputation management and responding to guest reviews across digital platforms.
• Proficiency in English, with strong written and verbal communication skills.Knowledge of an additional foreign language is an advantage.
• Strong reporting, analytical, organizational, and follow-up skills.
• Proficiency in Microsoft Office applications.
• A guest-oriented mindset, strong problem-solving abilities, attention to detail, and a collaborative approach to teamwork.
• Flexibility to work shifts and adapt to the operational requirements of a hotel environment.