Multi-Property Guest Experience Lead

Heritage Homes Atalık Evler; Menteşe; On-site; TRY 180,000 - 240,000; Full time

Job summary

Heritage Homes – Atalık Evler in Datça, Muğla, Türkiye seeks a guest relations and reservations specialist to manage the full guest journey, handle inquiries, and convert them into confirmed bookings across multiple properties.

You will coordinate arrivals, check-ins, and special requests while addressing guest concerns with professionalism and a focus on satisfaction. Proficiency in English and Turkish is required, with experience in PMS and OTAs preferred.

Qualifications

• Experience in hospitality or front office operations.
• Strong communication skills in English and Turkish.
• Proven ability to handle guest inquiries and convert into bookings.
• Excellent organizing and multitasking abilities.
• Proactive, reliable and able to work independently or in a team.
• Comfortable with PMS, Channel Manager systems and OTAs.
• Sales-minded with a focus on guest satisfaction.

Responsibilities

• Manage guest communication throughout the guest journey, from pre-arrival inquiries to post-stay follow-ups.
• Handle direct reservation inquiries via phone, email, WhatsApp, and our website, including quotations and bookings.
• Coordinate guest arrivals, check-in/check-out, and special requests.
• Address guest complaints professionally and ensure timely resolutions.
• Monitor guest feedback and online reviews across platforms.
• Support service improvements based on feedback and observations.
• Utilize PMS and Channel Manager platforms, especially HotelRunner.
• Manage reservations from Booking.com, Airbnb, Expedia and other channels.
• Perform daily checks on reservations, availability, pricing and distribution channels.
• Support daily operations and multi-property coordination.
• Identify operational challenges and coordinate with teams for timely solutions.
• Assist with payments, invoices, expenses, and basic accounting tasks.
• Arrange guest services including transfers and restaurant reservations.
• Prepare operational, sales and guest-experience reports as needed.
• Coordinate content and daily communications across Heritage Homes social media.

Skills

Hospitality

Guest relations

Reservations

Customer service

Bilingual EN-TR

Communication

Sales orientation

Problem solving

Teamwork

Job description

Heritage Homes – Atalık Evler in Datça, Muğla, Türkiye seeks a guest relations and reservations specialist to manage the full guest journey, handle inquiries, and convert them into confirmed bookings across multiple properties.

You will coordinate arrivals, check-ins, and special requests while addressing guest concerns with professionalism and a focus on satisfaction. Proficiency in English and Turkish is required, with experience in PMS and OTAs preferred.