Assistant Guest Experience Manager

HSH Group / The Peninsula Hong Kong; Fatih; On-site; TRY 40,000 - 60,000; Full time

Job summary

A luxury hotel group is seeking a Guest Experience Manager for its Istanbul location. This role focuses on ensuring impeccable service during guest arrivals and departures, managing operational issues, and developing staff. The ideal candidate has at least 3 years of front office experience in a luxury hotel, excellent analytical and communication skills, and is fluent in English and Turkish.

Qualifications

• Minimum 3-years’ experience in a similar role within Front Office in a Luxury Hotel environment.
• Fluent in English and Turkish; proficiency in a third language desirable.
• Ability to work under pressure and extend flexibility.

Responsibilities

• Ensure efficient and smooth operations of arrival and departure experiences for guests.
• Handle daily operational issues within the Guest Experience Team.
• Maintain close guest contact and manage guest feedback for service recovery.

Skills

Operational efficiency

Guest service

Analytical ability

Decision-making skills

Communication proficiency

Job description

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

• Responsible for the efficient and smooth operations of the arrival and departure experiences, ensuring impeccable service to hotel guests, with a focus on the guests, a heartfelt welcome and personalised experiences.
• Responsible for daily operational issues within the Guest Experience Team including accurate scheduling, service recovery, continuous coverage, and efficient service delivery.
• Create unique, personalized, and discreet customer recognition opportunities from knowledge and interpretation of preferences.
• Ensure compliance with all relevant data privacy regulations, and security of customer information.
• Maintain close guest contact while managing guest feedback, ensuring elevated service recovery to exceed guest expectations.
• Develop, motivate, supervise, and coach the Guest Experience Executives in maintaining a culture in compliance with mission, vision, values, and HSH core principles.
• Ensuring rotational responsibility for night audit shifts on a weekly basis.

General requirements

• Minimum 3-years’ experience in a similar role within Front Office in a Luxury Hotel environment with similar standards and expectations.
• Highly committed, passionate, and able to work in different shifts.
• Possesses foresight, proactiveness with an excellent analytical ability. Quick thinker, on top of the situation and commendable decision-making skills.
• Excellent oral and written communication and able to work under pressure, extend flexibility and remain efficient, effective, and engaging at all times.
• Fluent in English and Turkish communication proficiency. Expertise in a third language would be desirable.

We would be delighted to receive your CV and will liaise directly with suitable applicants.

Set along the shimmering Bosphorus waterfront, The Peninsula Istanbul spans four exquisite buildings—three of which are historic and beautifully restored. Offering stunning views of the historic Topkapi Palace, the hotel seamlessly combines timeless elegance.

Arriving in style, guests can reach the hotel by sea, land, or air, utilising the nearby helipad at Galataport or via our new motor yacht, PEN 1.

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