Assistant Guest Experience Manager

3 days ago


Fatih, Istanbul, Turkey HSH Group The Peninsula Hong Kong Full time

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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.

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