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.

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 improve guest experiences and to live and breathe the Peninsula Service Principles.
• Seek out improvement for better service standards and 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 maintain 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 oversee allocation according to special requests and preferences.
• Coordinate 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 set up accordingly.
• Establish close guest contact, manage guest feedback, and ensure elevated services recovery to exceed guest expectations, in keeping with the Peninsula Service Principles.

General Requirements

• 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.

We look forward to welcoming you to the Peninsula family and receiving your resume.