Mirrai Careers

Guest Relations Manager - Soho House Istanbul

Soho House & Co.

Istanbul, Istanbul, Turkey Posted 3w ago
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We are looking for "Guest Relations Manager" with the qualifications below: * Minimum 3 years of previous experience in Guest Relations, Front Office, or a similar hospitality management position. * Excellent communication and interpersonal skills. * Strong problem-solving and complaint-handling abilities. * Professional appearance and a genuine passion for hospitality. * Excellent organizational skills and attention to detail. * Ability to remain calm and professional under pressure. * Strong leadership and team-management skills. * Fluency in English; additional languages are an advantage. * Experience with hotel PMS systems is must. JOB DESCRIPTION * Manage pre-arrival arrangements for VIP and special-segment guests, ensuring preferences and expectations are accurately recorded and communicated. * Provide personalized welcomes and farewells, maintain regular guest contact, and ensure a high level of guest satisfaction throughout their stay. * Coordinate guest requests, complaints and service recovery processes with relevant departments to ensure timely and effective resolution. * Conduct VIP room inspections and work closely with Housekeeping, Engineering and Front Office to ensure brand and service standards are met. * Maintain a visible presence in key guest areas, proactively engage with guests, collect feedback and identify opportunities to improve the guest experience. * Monitor and respond to guest reviews across OTA platforms, including Booking.com, Expedia and Tripadvisor, supporting improvements in guest satisfaction and online ratings. * Train, guide and supervise the Guest Relations team, including shift planning, performance follow-up and effective handovers. * Coordinate room blocking, upgrades, guest amenities and special arrangements, and perform Manager on Duty responsibilities when required. * Prepare guest feedback and activity reports, support event operations, and ensure compliance with Health & Safety and sustainability standards.
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