Guest Relations Manager - Soho House Istanbul

Soho House & Co.; Fatih; On-site; TRY 300,000 - 420,000; Full time

Job summary

Soho House & Co. is seeking a Guest Relations Manager to lead the guest experience across front-of-house operations. The role requires proactive engagement with VIP guests, a professional appearance, and a genuine passion for hospitality.

You will manage pre-arrival arrangements, coordinate requests and complaints with relevant departments, supervise the Guest Relations team, and monitor online reviews to drive improvements in guest satisfaction.

Qualifications

• Minimum 3 years experience in Guest Relations, Front Office, or similar hospitality management.
• 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.

Responsibilities

• 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.

Skills

Guest relations

Front Office

Communication

Problem solving

Organization

Leadership

English fluency

Team management

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.