Guest Relations Manager

Job Description

• Assist in welcoming and ensuring smooth check-in/check-out experiences for all guests.

• Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution.

• Proactively engage with VIPs, regular guests, and special groups to enhance satisfaction and loyalty.

• Monitor guest satisfaction and provide feedback to management for service improvements.

• Supervise and support the Guest Relations related positions in daily operations.

• Provide coaching and guidance to team members to maintain service standards.

• Coordinate with Front Office, Concierge, Housekeeping, and other departments to ensure seamless guest experiences.

• Maintain guest records, preferences, and special requests in the hotel system.

• Assist in preparing daily reports, VIP arrival plans, and guest recognition programs.

• Support the Guest Relations Manager in audits, inspections, and quality control initiatives.

• Assist in planning and executing special events, VIP services, and guest recognition programs.

• Ensure proper arrangements for guest amenities, surprises, and personalized services.

Qualifications

• Minimum two years of supervisory or management experience in Front Office operations with a demonstrated commitment to service excellence
• Hands-on experience with Opera Cloud or comparable property management systems
• Proven track record of cultivating strong professional relationships across all organizational levels and departments
• Exceptional communication skills with the ability to articulate ideas, initiatives, and opportunities with clarity and confidence
• Leader who models best practices, fosters collaborative team environments, and drives high-performance outcomes
• Fluent English proficiency
• Background in luxury hospitality operations

Additional Information

Your team and working environment:
We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
Only candidates who are able to communicate in Turkish will be hired.
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.