Assistant Guest Experience Manager

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

• Responsible for the efficient and smooth operations of the arrival and departure experiences, ensuring impeccable service to hotel guests, with a focus on the guests, a heartfelt welcome and personalised experiences.
• Responsible for daily operational issues within the Guest Experience Team including accurate scheduling, service recovery, continuous coverage, and efficient service delivery.
• Create unique, personalized, and discreet customer recognition opportunities from knowledge and interpretation of preferences.
• Ensure compliance with all relevant data privacy regulations, and security of customer information.
• Maintain close guest contact while managing guest feedback, ensuring elevated service recovery to exceed guest expectations.
• Develop, motivate, supervise, and coach the Guest Experience Executives in maintaining a culture in compliance with mission, vision, values, and HSH core principles.
• Ensuring rotational responsibility for night audit shifts on a weekly basis.

General requirements

• Minimum 3-years’ experience in a similar role within Front Office in a Luxury Hotel environment with similar standards and expectations.
• Highly committed, passionate, and able to work in different shifts.   
• Possesses foresight, proactiveness with an excellent analytical ability. Quick thinker, on top of the situation and commendable decision-making skills.
• Excellent oral and written communication and able to work under pressure, extend flexibility and remain efficient, effective, and engaging at all times.
• Fluent in English and Turkish communication proficiency. Expertise in a third language would be desirable.   

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