Guest Experience & Operations Specialist

Heritage Homes Atalık Evler; Menteşe; On-site; TRY 180,000 - 240,000; Full time

Job summary

Heritage Homes – Atalık Evler in Datça, Muğla, Türkiye seeks a guest relations and reservations specialist to manage the full guest journey, handle inquiries, and convert them into confirmed bookings across multiple properties.

You will coordinate arrivals, check-ins, and special requests while addressing guest concerns with professionalism and a focus on satisfaction. Proficiency in English and Turkish is required, with experience in PMS and OTAs preferred.

Qualifications

• Experience in hospitality or front office operations.
• Strong communication skills in English and Turkish.
• Proven ability to handle guest inquiries and convert into bookings.
• Excellent organizing and multitasking abilities.
• Proactive, reliable and able to work independently or in a team.
• Comfortable with PMS, Channel Manager systems and OTAs.
• Sales-minded with a focus on guest satisfaction.

Responsibilities

• Manage guest communication throughout the guest journey, from pre-arrival inquiries to post-stay follow-ups.
• Handle direct reservation inquiries via phone, email, WhatsApp, and our website, including quotations and bookings.
• Coordinate guest arrivals, check-in/check-out, and special requests.
• Address guest complaints professionally and ensure timely resolutions.
• Monitor guest feedback and online reviews across platforms.
• Support service improvements based on feedback and observations.
• Utilize PMS and Channel Manager platforms, especially HotelRunner.
• Manage reservations from Booking.com, Airbnb, Expedia and other channels.
• Perform daily checks on reservations, availability, pricing and distribution channels.
• Support daily operations and multi-property coordination.
• Identify operational challenges and coordinate with teams for timely solutions.
• Assist with payments, invoices, expenses, and basic accounting tasks.
• Arrange guest services including transfers and restaurant reservations.
• Prepare operational, sales and guest-experience reports as needed.
• Coordinate content and daily communications across Heritage Homes social media.

Skills

Hospitality

Guest relations

Reservations

Customer service

Bilingual EN-TR

Communication

Sales orientation

Problem solving

Teamwork

Job description

Heritage Homes – Atalık Evler | Datça, Muğla, Türkiye

About Us

At Heritage Homes – Atalık Evler, we are dedicated to preserving cultural and architectural heritage while creating authentic, personalized, and memorable hospitality experiences.

Key Responsibilities

• Manage guest communication throughout the entire guest journey, from pre-arrival inquiries and reservations to post-stay follow-ups.
• Handle direct reservation inquiries received via phone, email, WhatsApp, and our official website, including preparing quotations, converting inquiries into confirmed bookings, and managing reservations.
• Coordinate guest arrivals, departures, check-in/check-out procedures, and special requests.
• Handle guest complaints professionally and proactively, ensuring timely resolutions while maintaining high standards of guest satisfaction.
• Monitor guest feedback, online reviews, and guest satisfaction scores across various platforms.
• Support continuous service improvements based on guest feedback and operational observations.
• Actively use Property Management Systems (PMS) and Channel Manager platforms, particularly HotelRunner.
• Monitor and manage reservations received through Booking.com, Airbnb, Expedia, and other online distribution channels.
• Perform daily reservation, availability, pricing, and distribution channel checks.
• Support daily operations and ensure effective coordination across multiple properties.
• Identify operational challenges and coordinate with relevant teams to ensure efficient and timely solutions.
• Assist with payment collections, invoice verification, expense tracking, and basic accounting procedures.
• Arrange guest services, including transfers, restaurant reservations, and personalized experiences.
• Prepare operational, sales, and guest experience reports when required.
• Support content coordination and daily communication activities across Heritage Homes' social media platforms.

Qualifications & Skills

• Previous experience in hospitality, hotel operations, front office, reservations, or guest relations is preferred.
• Strong verbal and written communication skills in English and Turkish.
• Excellent interpersonal skills with a genuine passion for hospitality and guest satisfaction.
• Sales-oriented mindset with the ability to convert direct inquiries into confirmed reservations.
• Strong problem-solving skills and the ability to handle guest complaints with professionalism, empathy, and confidence.
• Excellent organizational skills, attention to detail, and the ability to manage multiple responsibilities simultaneously.
• Proactive, reliable, and capable of taking initiative when necessary.
• Ability to work independently while maintaining effective communication and teamwork.
• Familiarity with PMS, Channel Manager systems, HotelRunner, or online travel agencies is considered an advantage.
• Comfortable working with digital tools and adaptable to new technologies.
• Based in Datça or willing to relocate.

What We Offer

• The opportunity to work within a unique collection of heritage hospitality properties.
• Hands-on experience across guest relations, reservations, sales, and multi-property operations.
• A collaborative and supportive working environment.
• Opportunities for professional development and increased operational responsibility.
• The chance to contribute to a growing hospitality brand that values authenticity, cultural heritage, and exceptional guest experiences.

If you are passionate about hospitality, enjoy creating memorable guest experiences, and thrive in a dynamic operational environment, we would love to hear from you.

Join Heritage Homes – Atalık Evler and become part of our journey.