Guest Communication Manager

3 days ago


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

Business Unit: 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.

  • 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

  • Exceeds guest expectations with service and manages guest feedback, in keeping The Peninsula Service Principles, focusing on the core principles. Looks for improvement for better service standards with a general theme of anticipating guests' needs.
  • Intricates knowledge of Rooms configuration/features and of the culinary offerings, with robust revenue generating strategies and initiatives to maximize Rooms, Spa and F&B sales and revenues.
  • Ensures that the team is building the foundation - understanding the guest (while respecting their privacy) and knowing the guest in a truly personalized way.
  • Is responsible for monthly analysis and presentation of the departmental expenses and revenue generation and formulates timely sales strategies to maximize sales, and average room rate reference the hotel's commercial targets.
  • Ensures proper inventory control of room availability in close collaboration with Director of Revenue Management.
  • Directs the functions, administration, and leadership of the Guest Communication Centre to meet planned budgets and expenses.
  • Hires, develops, motivates, supervises and coaches department employees in maintaining a culture in compliance with mission, vision, values and core principles of HSH.

General Requirements

  • Minimum of 3 years of experience in a similar position within luxury hotels in Front Office or Reservations Department.
  • Thorough knowledge of customer service needs and techniques, office management and good working knowledge of yielding strategies.
  • Excellent communication, time management, organizational skills, highly adaptable with a focus on problem solving, naturally positive. Intricates knowledge of rooms, F&B and reservations focused systems.
  • Fluent in English language proficiency. Expertise in a second language would be desirable.

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

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