Guest Relations Manager - Soho House Istanbul

Triwill Group; Fatih; On-site; TRY 300,000 - 480,000; Full time

Job summary

Triwill Group is seeking a Guest Relations Manager to lead the guest relations team, ensuring exceptional service for VIP and special-segment guests. You will manage pre-arrival details, personalize welcomes, and coordinate responses with Housekeeping, Front Office and Engineering to uphold brand standards.

Ideal candidates bring 3+ years in guest relations or similar hospitality roles, strong leadership, fluency in English, and experience with hotel PMS systems.

Qualifications

• Minimum 3 years of experience in Guest Relations, Front Office, or similar hospitality management.
• Fluency in English; additional languages are an advantage.
• Experience with hotel PMS systems is a must.

Responsibilities

• Manage pre-arrival arrangements for VIP and special guests, recording preferences and communicating them.
• Provide personalized welcomes and farewells, maintain guest contact, and ensure high satisfaction.
• Coordinate guest requests, complaints and service recovery with relevant departments for timely resolution.
• Conduct VIP room inspections and work with Housekeeping, Engineering and Front Office to meet standards.
• Maintain a visible presence in key guest areas, engage with guests, collect feedback, and identify improvement opportunities.
• Monitor and respond to guest reviews across OTA platforms to improve satisfaction and online ratings.
• Train, guide and supervise the Guest Relations team, including shift planning and handovers.
• Coordinate room blocking, upgrades, guest amenities and special arrangements; perform Manager on Duty duties.
• Prepare guest feedback and activity reports, support event operations, ensure Health & Safety and sustainability standards.

Skills

Years of experience

Communication skills

Interpersonal skills

Problem solving

Professional appearance

Organizational skills

Staying calm under pressure

Leadership & team management

English fluency + other languages

PMS systems experience

Tools

PMS Systems

Job description

We are looking for \"Guest Relations Manager\" with the qualifications below:

• Minimum 3 years of previous experience in Guest Relations, Front Office, or a similar hospitality management position.
• Excellent communication and interpersonal skills.
• Strong problem-solving and complaint-handling abilities.
• Professional appearance and a genuine passion for hospitality.
• Excellent organizational skills and attention to detail.
• Ability to remain calm and professional under pressure.
• Strong leadership and team-management skills.
• Fluency in English; additional languages are an advantage.
• Experience with hotel PMS systems is must.

Job Description

• Manage pre-arrival arrangements for VIP and special-segment guests, ensuring preferences and expectations are accurately recorded and communicated.
• Provide personalized welcomes and farewells, maintain regular guest contact, and ensure a high level of guest satisfaction throughout their stay.
• Coordinate guest requests, complaints and service recovery processes with relevant departments to ensure timely and effective resolution.
• Conduct VIP room inspections and work closely with Housekeeping, Engineering and Front Office to ensure brand and service standards are met.
• Maintain a visible presence in key guest areas, proactively engage with guests, collect feedback and identify opportunities to improve the guest experience.
• Monitor and respond to guest reviews across OTA platforms, including Booking.com, Expedia and Tripadvisor, supporting improvements in guest satisfaction and online ratings.
• Train, guide and supervise the Guest Relations team, including shift planning, performance follow-up and effective handovers.
• Coordinate room blocking, upgrades, guest amenities and special arrangements, and perform Manager on Duty responsibilities when required.
• Prepare guest feedback and activity reports, support event operations, and ensure compliance with Health & Safety and sustainability standards.