Guest Relation Supervisor

We are looking for a Guest Relations Officer with strong communication skills, a guest-oriented mindset, and a proactive approach to problem-solving. The primary objective of this position is to ensure the highest level of guest satisfaction throughout the entire stay.

Key Responsibilities

• Monitor guest satisfaction from check-in until check-out.
• Communicate directly with guests to understand their expectations, requests, and needs.
• Identify potential issues before they become complaints and take immediate action.
• Handle guest complaints professionally and coordinate with the relevant departments to ensure quick and effective solutions.
• Follow up on every complaint or request until it has been fully resolved.
• Pay particular attention to guests arriving through Booking.com, Expedia, and other online booking channels.
• Actively contribute to improving the hotel’s online reputation and guest review scores.
• Work towards achieving a 5/5 guest satisfaction target on Booking.com, Expedia, and other online platforms.
• Politely encourage satisfied guests to share their positive experiences and feedback on online platforms.
• Regularly monitor online guest reviews and report positive and negative feedback to hotel management.
• Identify recurring guest complaints and provide recommendations to management for operational improvements.
• Provide special attention to VIP, corporate, airline, and other priority guests.
• Work closely with Front Office, Housekeeping, Food \& Beverage, and all other operational departments to ensure a seamless guest experience.

Our Main Objective

The Guest Relations role is not limited to handling complaints. Our priority is to identify and resolve any dissatisfaction before the guest leaves the hotel, ensuring that every guest departs with a positive impression of their stay.

Guest satisfaction is one of our highest priorities. We expect our Guest Relations team to build strong relationships with our guests, take ownership of their experience, and actively contribute to improving our ratings and reputation across Booking.com, Expedia, and other online travel platforms.

Our goal: Happy guests, a strong online reputation, and a 5/5 guest experience.

Required SkillsCustomer service

Customer Relationship Management, Customer Support, Customer Focus

Optional SkillsCustomer service

Customer Analysis

Marketing \& PR Skills

Customer Retention Strategy

Values

Honesty, Trust, Customer focus, Respect for customers

Maaş: 40.000,00TRY - 60.000,00TRY aylık

Work Location: İş yeri