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Assistant Guest Experience Manager

5 months ago

Istanbul, Istanbul, Turkey HSH Management Services Full time

Set along the dazzling Bosphorus waterfront in the historic district of Karaköy, The Peninsula Istanbul provides a showcase for both vibrant Turkish culture and superlative hospitality within Galataport, a new waterfront revitalisation project. The hotel is comprised of four exquisite buildings – three of them historic and beautifully restored – and welcomes guests arriving by land or sea.

An exceptional opportunity to join our high-profile hotel in Istanbul. The Peninsula Hotels espouses luxury service, dedication to our customers, and commitment to our employees. Be a part of the highly experienced team.


Key accountabilities

Responsible for the efficient and smooth operations of the arrival and departure experiences, ensuring impeccable service to hotel guests, with a focus on the guests, a heartfelt welcome and personalised experiences. Responsible for daily operational issues within the Guest Experience Team including accurate scheduling, service recovery, continuous coverage, and efficient service delivery. Create unique, personalized, and discreet customer recognition opportunities from knowledge and interpretation of preferences. Ensure compliance with all relevant data privacy regulations, and security of customer information. Maintain close guest contact while managing guest feedback, ensuring elevated service recovery to exceed guest expectations. Develop, motivate, supervise, and coach the Guest Experience Executives in maintaining a culture in compliance with mission, vision, values, and HSH core principles. Ensuring rotational responsibility for night audit shifts on a weekly basis.

General requirements

Minimum 3-years' experience in a similar role within Front Office in a Luxury Hotel environment with similar standards and expectations. Highly committed, passionate, and able to work in different shifts. Possesses foresight, proactiveness with an excellent analytical ability. Quick thinker, on top of the situation and commendable decision-making skills. Excellent oral and written communication and able to work under pressure, extend flexibility and remain efficient, effective, and engaging at all times. Fluent in English and Turkish communication proficiency. Expertise in a third language would be desirable.

We would be delighted to receive your CV and will liaise directly with suitable applicants.

About The Peninsula Istanbul

Set along the dazzling Bosphorus waterfront in the historic district of Karaköy, The Peninsula Istanbul provides a showcase for both vibrant Turkish culture and superlative hospitality within Galataport, a new waterfront revitalisation project. The hotel is comprised of four exquisite buildings, three of them historic and beautifully restored – and welcomes guests arriving by land or sea.