Guest Experience Manager

Mandarin Oriental; Yeniköy Mahallesi; On-site; TRY 50,000 - 70,000; Full time

Job summary

Mandarin Oriental in Bodrum is seeking a Guest Experience Manager to oversee service quality and guest satisfaction. Responsibilities include training staff, supervising operations, and resolving guest complaints to ensure a seamless experience.

The ideal candidate will possess excellent communication skills, a passion for guest service, and previous luxury hotel experience. Multilingual abilities are preferred. Join a renowned team that values outstanding service in a beautiful setting.

Qualifications

• Strong desire to provide excellent guest service.
• Ability to multi-task in a busy environment.
• Excellent written and verbal command of English.

Responsibilities

• Train colleagues on operational procedures and company policies.
• Supervise and maintain service quality standards.
• Resolve guest complaints and ensure satisfactory follow-up.

Skills

Problem-solving skills

Excellent communication skills

Teamwork

Customer service

Multilingual abilities

Education

Official Guest Experience Manager School qualification

Tools

Computer systems knowledge

Job description

Duties and Responsibilities

• Train colleagues on operational procedures (SOPs) and functions and explain company policies.
• Revise and change SOPs when necessary.
• Meet with managers to stay informed of changes affecting operations and share these changes with the Guest Experience team.
• Complete daily Guest Experience allocation sheet and share this with relevant departments.
• Observe and evaluate colleagues’ appearance and performance to ensure quality service and compliance with specifications.
• Inspect work areas or operating equipment to ensure conformance to established standards in areas such as cleanliness or maintenance.
• Apply guest feedback to service improvement efforts.
• Inform colleagues about special events or promotions taking place in the resort.
• Requisition necessary supplies, equipment, or services.
• Resolve guest complaints and ensure follow up is carried out by the Guest Experience team.
• Meet and greet guests ensuring that a smooth sequence of the arrival and departure experience is followed.
• Act on behalf of Mandarin Oriental, Bodrum to ensure all guests are delighted and satisfied at all times.
• Supervise and maintain the Legendary Quality Experience, Pillar and MOQA standards.
• Create a safe, comfortable, and friendly working environment to enable the team to deliver an outstanding overall level of service.
• Welcome guests to their assigned suites and explain, in accordance with Legendary Quality Experience required standards, facilities and services provided by Mandarin Oriental, Bodrum.
• Implement and maintain the Legendary Quality Experience Standards throughout the department.

Requirements

• Knowledge of computers and systems.
• Successful problem solving skills.
• Excellent written and verbal command of English.
• Excellent overall communication skills.
• Ability to multi‑task.
• Strong desire to provide excellent guest service.
• Ability to work well in a team environment.
• Possess a pleasant and outgoing personality.
• Multilingual is preferred.
• Official Guest Experience Manager School qualification.
• Previous luxury hotel experience.