Guest Experience Executive

The Peninsula İstanbul

Set along the dazzling Bosphorus waterfront in the historic district of Karaköy, The Peninsula Istanbul provides a showcase for both vibrant Turkish culture and superlative hospitality within Galataport, a new waterfront revitalisation project. The hotel is comprised of four exquisite buildings – three of them historic and beautifully restored – and welcomes guests arriving by land or sea. 

• An exceptional opportunity to join our high-profile hotel in Istanbul.
• The Peninsula Hotels espouses luxury service, dedication to our customers, and commitment to our employees. 
• Be a part of the highly experienced team.

Key accountabilities 

• Strive to continuously improving guest experiences and to live and breathe the Peninsula Service Principles. Seeks out improvement for better service standard and to anticipate guest needs.
• Take responsibility for daily operational challenges within the Guest Experience Team, including service recovery, continuous coverage, and efficient service delivery.
• Support the managers in ensuring that all new team members receive an in-depth induction program in line with defined guidelines and maintains a high level of understanding and awareness of the Service Principles.
• Maximise Room and Front Office revenue through initiatives such as room upselling.
• Ensure proper inventory control of room availability and oversees allocation according to special requests and preferences.
• Co-ordinate with the Rooms Controller, Housekeeping and Engineering to ensure all rooms are ready to be occupied and are maintained in excellent condition; ensure VIP rooms are ready for guest arrival and all respective amenities are setup accordingly.
• Establish close guest contact, manages guest feedback and ensure elevated services recovery to exceed guest expectations, in keeping with the Peninsula Service Principles.

• Thorough knowledge of customer service needs and techniques, office management and good working knowledge of operational finance / procedures. 
• Good organisational and multitasking abilities. 
• Excellent communication and people skills. 
• Problem-solving skills. 
• Exceptional presentation.