Guest Relations Manager

Fairmont Hotels & Resorts; Fatih; On-site; TRY 180,000 - 240,000; Full time

Job summary

Fairmont Quasar Istanbul is seeking a dedicated Guest Relations Supervisor to ensure exceptional welcome and smooth check-in/out experiences for our guests. You will handle inquiries, coordinate with Front Office, Concierge, and Housekeeping to deliver personalized service.

The ideal candidate has at least two years in supervisory Front Office, hands-on Opera Cloud experience, and fluent English. Turkish language proficiency is mandatory.

Qualifications

• Minimum two years of supervisory Front Office experience with a commitment to service excellence.
• Hands-on experience with Opera Cloud or similar PMS.
• Proven ability to build relationships across departments.
• Excellent communication skills with clear articulation.
• Leads by example to drive high performance.
• Fluent English; luxury hospitality background.

Responsibilities

• Assist in welcoming and ensuring smooth check-in/check-out experiences for all guests.
• Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution.
• Proactively engage with VIPs and regular guests to enhance satisfaction and loyalty.
• Monitor guest satisfaction and provide feedback to management.
• Supervise and support Guest Relations related positions in daily operations.
• Provide coaching and guidance to team members to maintain service standards.
• Coordinate with Front Office, Concierge, Housekeeping, and other departments to ensure seamless guest experiences.
• Maintain guest records, preferences, and special requests in the hotel system.
• Assist in preparing daily reports, VIP arrival plans, and guest recognition programs.
• Support the Guest Relations Manager in audits, inspections, and quality control.
• Assist in planning and executing special events, VIP services, and guest recognition programs.
• Ensure proper arrangements for guest amenities, surprises, and personalized services.

Skills

Leadership

Customer service

English fluency

Turkish language

Teamwork

Interpersonal skills

Tools

Opera Cloud

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

Rising over the slopes of the Bosphorus, surveying centuries of history, yet silhouetted against the modern skyline of Istanbul, the Fairmont heritage of distinction and style comes to Istanbul, fusing with the city’s storied history and traditions to bring guests an exceptional experience in the heart of one of the world’s most talked about destinations.

Fairmont Quasar Istanbul is at once in touch with this fabulous city’s past and part of its dynamic future, rising up from the heart of Istanbul’s main business district. Offering sophisticated travelers 209 guest rooms with a diverse selection of restaurants and bars serving everything from elegantly crafted cocktails to exquisitely authentic Turkish cuisine. With 2,000 square meters of meeting and event space, Fairmont Quasar Istanbul is ideal for meeting and special events while the luxurious Fairmont Spa and state-of-the-art gym are the perfect places to relax and revitalize.

Job Description

• Assist in welcoming and ensuring smooth check-in/check-out experiences for all guests.
• Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution.
• Proactively engage with VIPs, regular guests, and special groups to enhance satisfaction and loyalty.
• Monitor guest satisfaction and provide feedback to management for service improvements.
• Supervise and support the Guest Relations related positions in daily operations.
• Provide coaching and guidance to team members to maintain service standards.
• Coordinate with Front Office, Concierge, Housekeeping, and other departments to ensure seamless guest experiences.
• Maintain guest records, preferences, and special requests in the hotel system.
• Assist in preparing daily reports, VIP arrival plans, and guest recognition programs.
• Support the Guest Relations Manager in audits, inspections, and quality control initiatives.
• Assist in planning and executing special events, VIP services, and guest recognition programs.
• Ensure proper arrangements for guest amenities, surprises, and personalized services.

Qualifications

• Minimum two years of supervisory or management experience in Front Office operations with a demonstrated commitment to service excellence
• Hands-on experience with Opera Cloud or comparable property management systems
• Proven track record of cultivating strong professional relationships across all organizational levels and departments
• Exceptional communication skills with the ability to articulate ideas, initiatives, and opportunities with clarity and confidence
• Leader who models best practices, fosters collaborative team environments, and drives high-performance outcomes
• Fluent English proficiency
• Background in luxury hospitality operations

Additional Information

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.

Only candidates who are able to communicate in Turkish will be hired.

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