Guest Communication Manager

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Business Unit: The Peninsula Istanbul

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.

About The Peninsula Istanbul

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.