Guest Relations Manager

The Peninsula İstanbul

The Peninsula Istanbul will offer spectacular views of the Bosphorus Strait, the meeting point of East and West. Located in the historic Karaköy district, the hotel will feature 177 opulent guestrooms and a glamourous rooftop, forming part of the Salıpazarı Port re-development, which also features a cruise terminal, public squares, restaurants, and museums. As we continue to expand the pre-opening team, The Peninsula Istanbul is seeking to hire a Guest Relations Manager to support Director of Front Office in providing leadership, direction, and support to our Guest Relations Department, and develop a highly motivated team who can provide a consistent level of customer recognition and the delivery of personalized services, across all parts of the hotel.

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

Key accountabilities

•    Create unique, personalized, and discreet guest engagement and recognition opportunities from knowledge and interpretation of preferences.
•    Maintains close guest contact, manages guest feedback, and ensures elevated services recovery to exceed guest expectations, in keeping with the Peninsula Service Principles.
•    Ability to personally welcome all arrivals, initiating contact prior to their stay, providing in-room registration, creating bonding with guests during the stay and coordinating a bespoke experience.
•    Assists and compliments Front Desk, Concierge, and Guest Services operations through the following - engages, attends, and follows up on guest needs, requirements, concerns, and comments, creating professional relationships and fostering excellent guest relations and service recovery. Handles emergency cases according to established procedures. 
•    Ensure to perform Lobby duty and promote visibility especially during peak hours engaging with guests and meeting VIP arrivals, sending off VIP departures in constant coordination with the Front Desk and Guest Services team. 
•    Ensure strong, consistent, and efficient communication with all pertinent hotel departments. 
•    Oversee all Guest Relations Operations as well as the Guest Relations coordinator’s tasks.
•    Review all pre-arrival reports, inspections and attend arrivals meetings, to identify key customers and prepare proposals for appropriate recognition
•    Ensure that Guest Relations Team reviews guests profiles for completeness and accuracy, ensuring that profiles requiring correction are brought up to standard.
•    Hires, develops, trains, motivates, supervises, and coaches department employees in maintaining a culture in compliance with mission, vision, values, and core HSH principles.

General requirements

•    Bachelor’s degree in Hospitality Management or related field.
•    Minimum 2-3 years’ experience in a similar role within Front Office in a Luxury Hotel.
•    Must possess excellent interpersonal communication and organizational skills, be able to work well under pressure with a variety of people, handle multiple tasks simultaneously. 
•    May be required to work varying schedules to reflect the business needs of the hotel.
•    A thorough knowledge of Reservations and Front Office processes; fully familiar with their systems.
•    Fluent English and Turkish communication proficiency. Expertise in a different language would be desirable

We are delighted to receive your resume for further consideration. 
 

About The Peninsula Istanbul

The Peninsula Istanbul will offer spectacular views of the Bosphorus Strait, the meeting point of East and West. Located in the historic Karaköy district, the hotel will feature 177 opulent guestrooms and a glamourous rooftop, forming part of the Salıpazarı Port re-development, which also features a cruise terminal, public squares, restaurants and museums. The hotel is currently scheduled to open at early 2023.