Assistant Guest Experience Manager

HSH Group / The Peninsula Hong Kong; Fatih; On-site; TRY 150,000 - 300,000; Full time

Job summary

An exceptional opportunity awaits at a prestigious hotel in Istanbul, where you can showcase your dedication to luxury service and hospitality. Join a highly experienced team committed to providing personalized guest experiences along the stunning Bosphorus waterfront. In this dynamic role, you will be responsible for ensuring impeccable service, managing operational issues, and creating unique guest recognition opportunities. If you are passionate about hospitality and thrive in a fast-paced environment, this is the perfect chance to elevate your career in an iconic location.

Qualifications

• 3+ years experience in a luxury hotel Front Office role.
• Fluent in English and Turkish; third language is a plus.

Responsibilities

• Ensure smooth operations of guest arrivals and departures.
• Develop and coach Guest Experience Executives for service excellence.

Skills

Customer Service

Analytical Skills

Communication Skills

Problem Solving

Job description

Select how often (in days) to receive an alert:

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.