VIP Guest Relations Leader — Luxury Hotel Concierge

Fairmont Hotels & Resorts; Fatih; On-site; TRY 180,000 - 240,000; Full time

Job summary

Fairmont Quasar Istanbul is seeking a dedicated Guest Relations Supervisor to ensure exceptional welcome and smooth check-in/out experiences for our guests. You will handle inquiries, coordinate with Front Office, Concierge, and Housekeeping to deliver personalized service.

The ideal candidate has at least two years in supervisory Front Office, hands-on Opera Cloud experience, and fluent English. Turkish language proficiency is mandatory.

Qualifications

• Minimum two years of supervisory Front Office experience with a commitment to service excellence.
• Hands-on experience with Opera Cloud or similar PMS.
• Proven ability to build relationships across departments.
• Excellent communication skills with clear articulation.
• Leads by example to drive high performance.
• Fluent English; luxury hospitality background.

Responsibilities

• Assist in welcoming and ensuring smooth check-in/check-out experiences for all guests.
• Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution.
• Proactively engage with VIPs and regular guests to enhance satisfaction and loyalty.
• Monitor guest satisfaction and provide feedback to management.
• Supervise and support Guest Relations related positions in daily operations.
• Provide coaching and guidance to team members to maintain service standards.
• Coordinate with Front Office, Concierge, Housekeeping, and other departments to ensure seamless guest experiences.
• Maintain guest records, preferences, and special requests in the hotel system.
• Assist in preparing daily reports, VIP arrival plans, and guest recognition programs.
• Support the Guest Relations Manager in audits, inspections, and quality control.
• Assist in planning and executing special events, VIP services, and guest recognition programs.
• Ensure proper arrangements for guest amenities, surprises, and personalized services.

Skills

Leadership

Customer service

English fluency

Turkish language

Teamwork

Interpersonal skills

Tools

Opera Cloud

Job description

Fairmont Quasar Istanbul is seeking a dedicated Guest Relations Supervisor to ensure exceptional welcome and smooth check-in/out experiences for our guests. You will handle inquiries, coordinate with Front Office, Concierge, and Housekeeping to deliver personalized service.

The ideal candidate has at least two years in supervisory Front Office, hands-on Opera Cloud experience, and fluent English. Turkish language proficiency is mandatory.