Guest Relations Manager

Sofitel Istanbul is seeking a dynamic and experienced Guest Relations Manager to lead our guest focus efforts. The ideal candidate will possess exceptional customer service skills, a keen eye for detail, and the ability to manage and motivate a team in a fast-paced environment.

The Guest Relations Manager will be responsible for ensuring the highest level of guest satisfaction by managing guest interactions, addressing concerns, and enhancing the overall guest experience. This role requires a proactive approach to guest service, strong leadership skills, and the ability to work in a fast-paced, high-pressure environment.

• Exceptional communication and interpersonal skills.
• Strong problem-solving abilities and conflict resolution skills.
• Ability to lead and motivate a team.
• Fluency in English and Turkish; additional languages are a plus.
• Proficiency in hotel management software (e.g., Opera, PMS).

• Guest Experience Management: Oversee the guest experience from arrival to departure, ensuring all guests receive a warm and personalized welcome.
• Issue Resolution: Handle guest complaints and concerns promptly and effectively, ensuring guest satisfaction and loyalty.
• VIP Relations: Coordinate special services and amenities for VIP guests, ensuring their needs and preferences are met to the highest standard.
• Team Leadership: Train, mentor, and supervise the guest relations team, fostering a positive and professional work environment.
• Collaboration: Work closely with other departments to ensure seamless service delivery and address any issues that may impact the guest experience.
• Feedback Management: Collect and analyze guest feedback, implement improvements, and report on guest satisfaction metrics.
• Event Coordination: Assist with the planning and execution of hotel events, ensuring a memorable experience for attendees.
• Brand Standards: Ensure compliance with Sofitel brand standards and operational procedures