Guest Relations Manager

1. 1. Ensure and provide flawless upscale professional and high-class guest service experiences
   2. Analyse guest feedback and provide strategic direction to continuously improve the overall rating
   3. Create a communication bridge between guests and operational departments.
   4. Shed light for all operational departments through the eyes of guests and deal closely with every request problem and need of the guests. Find solutions by keeping guest satisfaction at the fore.
   5. Approve the Through Our Guests Eyes report prepared according to requests needs and demands placed by guests throughout the day.
   6. Ensure that the rooms are checked and organise the complimentary services before VIP guests enter the facility. Ensure that VIP guests are greeted at the reception. Inform the General Manager Hotel Manager and other departments of VIP guests.
   7. Ensure that a Welcome Letter is written and sent to guests staying at the hotel.
   8. Ensure that reservations for the A la Carte restaurants in the hotel are scheduled in an orderly manner.
   9. Identify the training needs of employees prepare an annual training plan and deliver the necessary training. Submit the training participation records to the Human Resources Department.
   10. Conduct an internal communication meeting with the department at least twice every month and record the items discussed.
   11. Responsible for procuring and protecting the supplies required to manage the office.
   12. Identify any physical conditions in the facilities that lessen guest satisfaction and ensure that the investments to be made aim at achieving guest satisfaction.
   13. Identify the personal expectations and tendencies of guests and work on future concepts accordingly.
   14. Evaluate the results of the Guest Satisfaction Questionnaire and prepare a report containing statistics graphs and comments. Guide the Sales and Marketing Department through the statistical data gathered from guests.
   15. Inform the General Manager about any diseases and health problems of the guest.
   16. Prepare the Monthly Timecard Report for Guest Relations employees and submit the report to the Personnel Department.
   17. Prepare the weekly work schedules for Guest Relations employees.
   18. Adopt the principle of 100% guest satisfaction and ensure that all employees adopt and work towards this principle.
   19. Take part in the Emergency Response Teams and manage and deploy his/her own team.
   20. To predict that all activities and to purchase all equipment and belongings may create disease for the environment to join all activities that are organized to protect biological diversity and share the responsibilities share the individual responsibilities to increase environmental knowledge and to carry on necessary trainings. To provide minimum consumption currently all supplies and equipment (paper printed out etc.).
   21. To implement necessary warnings and departmental training in order to save energy inside the facility. To carry on implementing decisions that were taken for saving energy. To predict the effects of the environment and efficiency of energy on purchased equipment.
   22. To implement his responsibilities in order to eliminate and collect waste correctly reduce environmental pollution and harmful effects on the environment and lead to the staff.
   23. To provide for carrying chemicals safely carrying storing and using them in accordance with laws controlling and reducing chemical dirtiness.
   24. Carry out all responsibilities related to the quality management and food safety management systems implemented at the facilities.
   25. Carry out all other duties assigned by managers and hotel management not specified in the job description.

Qualifications :

• Education: At least a Bachelors Degree.
• Experience: At least 7 years of experience in the industry following theoretical education.
• Foreign Language: Excellent level of English to communicate with guests and employees.
• Courses and Training:  Prior attendance in seminars and training in the related field.
• Computer Literacy: MS Office applications Front Office programme (Fidelio Opera etc.).
• Skills: Has excellent command of guest profiles. Trains his/her team and instructs them on how to address guests. Knows applies and ensures the application of all services and product ranges in the related field. Has knowledge of other departments and processes that it affects. Expected to have expertise acquired through technical training and long-term work experience concerning the methods advanced techniques special equipment and work processes in the related field. Expected to integrate and coordinate the operations that concern an important unit in the facility.

Additional Information :

Proficiency in Russian and Turkish is preferred.

Remote Work :

No

Employment Type :

Full-time