Luxury Hotel Guest Experience Specialist

3 days ago


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

The Peninsula Istanbul offers a unique opportunity to showcase luxury service and dedication to our customers.

As a Guest Communication Manager, you will be responsible for exceeding guest expectations with service and managing guest feedback.

Key Accountabilities

  • Exceeds guest expectations with service and manages guest feedback, in keeping The Peninsula Service Principles.
  • Intricates knowledge of Rooms configuration/features and of the culinary offerings.
  • 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.
  • Directs the functions, administration, and leadership of the Guest Communication Centre.
  • 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.
  • Fluent in English language proficiency. Expertise in a second language would be desirable.


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