Guest Relation Manager

Company Description

Facing the enchanting panorama of the Golden Horn, Aliée İstanbul’s multilayered hotel concept is exclusively designed to inspire and connect like-minded individuals.

With an average size of 100 square metres, the spacious and well-appointed suites exceed expectations, giving each traveller the personal cocoon where details are customised to perfection.

Aliée seamlessly reconnects the historical background of the Golden Horn with future generations, while standing out with its distinctive and innovative approach to hospitality.

Aliée İstanbul offers curious minds the warmth and comfort of home to explore, flourish, and enjoy the zest of life, night and day.

Aliée’s collection of cafes, restaurants, bar & entertainment venues, and wellness facilities bring together the globetrotters with local tastemakers. Coming alive with exclusive events round the clock Taste by Thomas Büchner, Pink Bar, Little House, Living Room, Aliée Swim

Club, Wine Bar, Hasbahçe Terrace, Onetable, Tea House, Mondaine de Pariso and Well+ are to take their place among the in vogue establishments for cosmopolitan Istanbul.

Job Description

• This position is responsible for all operation front of house and guest areas that includes Guest Relation Supervisor, Guest Relation Agent and Lobby Hostess.
• Guest Relation Manager is under the supervision of Front Office Manager. 
• Plans, directs, co-ordinates & controls all activities geared towards higher guest satisfaction within the whole hotel. Is in charge to find operational solutions to guest complaints.
• Ensures that the maximum quality of service is provided to guests during their stay or while using the facilities.
• Makes sure everything in the lobby area is in order and in fresh look.
• Takes care of all requests and complaints when necessary.
• Observes behavior and efficiency of all Front Office staff.
• Deals with especially all arrivals and VIP ‘s. makes necessary coordination with reservation for future important arrivals and notice the General Manager and Hotel Manager accordingly.
• Enforces the observance of house rules and regulations.
• Supervises proper use of equipment to avoid misuse.
• Controls VIP status extended to guests & ensures VIP policy is kept to.
• Supervises proper blocking of VIPs and special requests. Follow up the guest requests.
• Ensures that a smooth operation is maintained within the department.
• Coordinates and guide the Guest Relation issues and cooperate with Guest Service Agent.
• Concentrates on guest activities like coordinating special occasions or meeting with VIP guests.
• Supervises Guest Service Agents performance and makes sure everything related to guest is followed up.
• Makes sure guests are escorted to their rooms by the guest relation team.
• Coordinate and follow up guest contact policy.
• Ensures that personal hygiene for the Front Office staff is to the standard at all times.
• Observes and supervises closely and follows up that all staff greet the guests properly and handle guest complaints with maximum efficiency.
• Greets & meets VIP guests whenever possible, during arrival, departure, or during their stay.
• Organizes & is present upon special events, functions
• Suggests ways to improve service approach, service delivery & customer relations in all departments
• Monitors accuracy in Opera profiles & makes sure that guest history is updated.
• Spot-checks VIP rooms.
• Handles guest questionnaires in the same way.

Qualifications

• University degree
• Minimum 5 years of Front Office experience in five-star hotels of which at least two years in supervisory position.   
• Excellent reading, writing, and oral proficiency in the English language.
• Proficient in Opera PMS and MS Office.
• Flexibility to respond to a range of different work situations.