Senior Reservations Manager — VIP Guest Experience

Doğuş Hospitality & Retail Group; Sarıyer; On-site; TRY 320,000 - 420,000; Full time

Benefits offered by this job

BİZ Employee Discount

Family & Friends Days

BİZ Flexible Experience Package

Child and marriage gifts

Well-being support line

Job summary

Doğuş Hospitality & Retail Group in Türkiye seeks a Reservations Specialist to manage incoming bookings across phone, email and online platforms. You will record guest requests, coordinate with multiple departments, and uphold VIP hospitality standards to ensure a seamless guest experience.

The role requires 4–5 years in reservations, strong communication in foreign languages, and excellent organizational skills.

Qualifications

• Associate or Bachelor’s degree
• Minimum 4–5 years of experience in reservations
• Ability to use reservation systems effectively
• Ability to communicate effectively in a foreign language
• Strong communication and representation skills
• Ability to accurately assess and effectively respond to guest requests
• Strong problem-solving skills and ability to make quick decisions when necessary
• Strong organizational and time management skills
• Ability to apply VIP guest protocols and hospitality standards
• Guest-oriented, patient, and professional approach
• Ability to work effectively as part of a team and coordinate with different departments
• Ability to work flexible hours

Responsibilities

• Receive reservations via telephone, email, or online platforms; check availability, confirm reservations, and record them in the system; document special guest requests such as birthdays, dietary requirements, high chairs, and accessibility needs, and communicate them to the relevant teams.
• Monitor reservations and cancellation rates and inform the relevant managers; check and organize table arrangements based on the reservation list, guide guests to their designated tables, and provide appropriate solutions for walk-in guests based on available capacity.
• Record guest preferences and relevant special information to ensure service quality and guest continuity during future visits; maintain the highest level of guest satisfaction and ensure its continuity.
• Listen to guest complaints related to reservation processes at the initial stage; promptly communicate guest complaints and suggestions to the manager and support the resolution process.
• Represent the Company’s brand image and service quality to the highest standards; maintain comprehensive knowledge of the Company’s menu content and practices, pay attention to personal appearance, communication, and professional conduct in line with SOPs, and avoid any relationships or behavior that may damage the Company’s reputation.
• Attend daily meetings and ensure effective information exchange; proactively identify operational issues, non-conformities, and potential disruptions, take necessary preventive measures, inform the relevant manager, and report any identified or potential non-conformities.
• Perform other duties in line with the responsibilities assigned by the manager; implement and ensure the timely implementation of decisions and changes, and regularly inform the manager about operational processes and issues.
• Know and comply with Company procedures and policies; immediately report any cases of misconduct or abuse to the Internal Audit Department and senior operations management and take or ensure the necessary actions are taken.
• Know and comply with the operating rules of technical equipment; use equipment appropriately and take due care to protect fixtures and other Company property.
• Work collaboratively and in coordination with colleagues, other departments, and third parties, maintaining respectful and positive professional relationships.
• Immediately report any security threats or hazards encountered during duty first to the Police Emergency Line, followed by the Operations Manager and Security Department; avoid any action or intervention that may endanger personal safety, know the emergency procedures, and act accordingly when required.
• Understand and comply with the ethical and legal responsibilities of the position; be aware of responsibilities under the Personal Data Protection Law and obligations regarding the security of personal data.
• Adopt the principle of “Everything is prohibited unless explicitly permitted”; immediately notify the designated contact person in the event of a data breach and comply with the indefinite confidentiality obligation.

Skills

Reservation systems

Foreign language

Guest communication

Problem solving

Time management

Teamwork

Education

Associate or Bachelor’s degree

Job description

Doğuş Hospitality & Retail Group in Türkiye seeks a Reservations Specialist to manage incoming bookings across phone, email and online platforms. You will record guest requests, coordinate with multiple departments, and uphold VIP hospitality standards to ensure a seamless guest experience.

The role requires 4–5 years in reservations, strong communication in foreign languages, and excellent organizational skills.