Guest Communication Manager (Reservation)

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

• Exceeds guest expectations with service and manages guest feedback, in keeping The Peninsula Service Principles, focusing on the core principles. Looks for improvement for better service standards with a general theme of anticipating guests' needs. 
• Intricates knowledge of Rooms configuration/features and of the culinary offerings, with robust revenue generating strategies and initiatives to maximize Rooms, Spa and F&B sales and revenues.
• Ensures that the team is building the foundation - understanding the guest (while respecting their privacy) and knowing the guest in a truly personalized way.
• Is responsible for monthly analysis and presentation of the departmental expenses and revenue generation and formulates timely sales strategies to maximize sales, and average room rate reference the hotel's commercial targets.
• Ensures proper inventory control of room availability in close collaboration with Director of Revenue Management. 
• Directs the functions, administration, and leadership of the Guest Communication Centre to meet planned budgets and expenses. 
• Hires, develops, motivates, supervises and coaches department employees in maintaining a culture in compliance  with mission, vision, values and core principles of HSH.

General Requirements

• Minimum of 3 years of experience in a similar position within luxury hotels in Front Office or Reservations Department.
• Thorough knowledge of customer service needs and techniques, office management and good working knowledge of yielding strategies.
• Excellent communication, time management, organizational skills, highly adaptable with a focus on problem solving, naturally positive. Intricates knowledge of rooms, F&B and reservations focused systems. 
• Fluent in English language proficiency. Expertise in a second language would be desirable.

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