Guest Relations Agent

Accor; Fatih; On-site; TRY 240,000 - 380,000; Full time

Job summary

Accor, The Grand Tarabya Managed by Accor in Istanbul, seeks a Guest Relations professional to oversee all aspects of guest satisfaction and to greet VIP guests personally.

You will liaise with Concierge and Butler for events, ensure benefits to repeat guests, maintain guest history, and handle special requests, complaints, and welcome amenities to enhance the guest experience.

Qualifications

• Degree from School for Tourism & Hotel Management.
• Minimum 2 years Guest Relations experience in a four- or five-star hotel.
• Strong English language skills (written and spoken).
• Ability to develop rapport with colleagues and management in a multi-cultural team.
• Excellent communication and guest service orientation.

Responsibilities

• Oversee all aspects of Guest Relations to maximize guest satisfaction.
• Meet and greet VIP guests personally; liaise with Concierge and Butler for events.
• Ensure benefits for repeat guests and VIPs; manage guest recognition and services.
• Maintain repeat guest history system and respond to special requests.
• Handle guest complaints and follow up on corrective actions.

Skills

English communication

Rapport building

Multi-cultural teamwork

Guest focus

Calm under pressure

Education

Tourism & Hotel Management degree

Job description

Company Description

"Why work for Accor?"

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

As soon as you step inside The Grand Tarabya Managed by Accor, which holds a very special place in Istanbul's history, you will feel the charm of a 100-years-old past, the highest architectural and aesthetic standards, and the splendor inspired by the sparkle of the Bosphorus. From the 4.500 square meter spa area to the panoramic Bosphorus view of 29 residences and 248 rooms, from the magnificent 1.280 square meter ballroom to the restaurants and bars offering an unforgettable gastronomic adventure, The Grand Tarabya Managed by Accor, combines care, elegance, and comfort in every detail. With its doors opening to the Bosphorus, The Grand Tarabya Managed by Accor, will forever hold its place in your memory.

Job Description

THE POSITION

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

Key Roles & Responsibilities

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Ensure all members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service
• Meet and greet VIP guests personally
• Liaise closely with Concierge and Butler for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
• Prepare compendiums prior guest arrival and check-into system if necessary
• Maintain close contact with Airport Concierge for new arrivals and departures
• Update and maintain repeat guest history system
• Promote Inter-Hotel sales and in-house facilities
• Send prepared welcome cards and amenities to room prior to guest arrival
• Attend to special requests by guests
• Handle guest complaints and refer them as necessary, follow up on corrective action
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
• Prepare requisitions for amenities on a timely basis
• Performs related duties and special projects assigned

Qualifications

PERSONAL ATTRIBUTES

• Strong written and verbal communication skills in English
• Able to develop rapport with colleagues and management staff
• Ability to work cohesively with co-workers as part of a multi-cultural team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with guests and patrons
• Able to exercise good judgment with difficult guests

Qualifications

• Degree from School for Tourism & Hotel Management

Experience

• Minimum 2 years Guest Relations experience preferably in a four or five-star hotel

Additional Information

Your Team And Working Environment

We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

Note: Customization may be included for any specific local or legislative requirements, such as work permits.

Our Commitment To Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.