VIP Guest Experience Manager

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

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.