Guest Experience & Operations Specialist

Heritage Homes Atalık Evler; Menteşe; On-site; TRY 180,000 - 300,000; Full time

Job summary

Heritage Homes – Atalık Evler in Datça, Muğla, Türkiye, seeks a passionate Guest Experience & Operations Specialist to join our heritage property collection. You will manage guest communications, reservations, arrivals, and special requests across multiple properties, ensuring memorable experiences.

You will use PMS and Channel Manager tools (HotelRunner) to optimize bookings, monitor guest feedback, and support service improvements.

Qualifications

• Experience in hospitality, hotel operations, reservations or guest relations preferred.
• Excellent English and Turkish verbal and written communication.
• Strong problem-solving, empathy and guest satisfaction focus.

Responsibilities

• Manage guest communication throughout the guest journey from inquiry to post-stay follow-up.
• Handle reservations via phone, email, WhatsApp, and website; prepare quotations and conversions.
• Coordinate arrivals, check-in/out and special requests; resolve complaints.
• Monitor guest feedback and reviews; support service improvements.
• Use PMS and Channel Manager platforms (HotelRunner) and manage multiple properties.
• Support payments, invoicing and basic accounting tasks.
• Arrange guest services like transfers and restaurant reservations.

Skills

Communication skills

Customer service

Sales mindset

Problem solving

Organizational skills

Teamwork

Independent work

Tech savviness

Tools

PMS

Channel Manager

HotelRunner

Booking platforms

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.

We are looking for a passionate, proactive, and detail-oriented Guest Experience & Operations Specialist to join our team in Datça and contribute to the seamless operation of our unique collection of heritage properties.

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.