Guest Communication Supervisor (Reservations)

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

• Exceed guest expectations with service, in keeping with the Peninsula Service Principles, focusing on the core principles. Look for improvement for better service standards with a general theme of anticipating the guests' needs.
• Ensures prompt communications and follow-up on any problems, guest requests or special requirements.
• Oversee all calls that are handled within the Guest Communication Center, including Restaurant, SPA and Hotel Reservations following The Peninsula Standards and Service Principles
• Complex knowledge of Rooms configuration/features and of the culinary offerings, with robust revenue generating strategies and initiatives to maximize both Rooms, SPA and F&B sales and revenues. 
• Ensure that the team is building the foundation – understanding the guest (while respecting their privacy) and knowing the guest in a truly personalized way.
• Train, develop, motivate, supervise, and performance manage department colleagues in maintaining a culture in compliance with mission, vision, values, and core principles HSH.

General requirements

• Minimum 1-year experience in a similar role within Front Office or Reservations in a Luxury Hotel environment with similar standards and expectations. 
• Thorough knowledge of customer service needs and techniques, office management and good working knowledge of yielding strategies.
• Excellent communication, time management, organisational skills, highly adaptable with a focus on problem solving, naturally positive. 
• Excellent time management, organisational skills, highly adaptable with a focus on problem solving, naturally positive.
• Fluent English communication proficiency. Expertise in a second language would be desirable.

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