Guest Relations Supervisor

Rixos Tersane İstanbul

Rixos Hotels, with 25 years of experience in the tourism sector, continues to grow worldwide as a Turkish brand with new investments, driven by a management model based on dynamic, flexible, and proactive strategies. Currently, we operate 43 different hotels, theme parks, and special projects across 3 continents and 8 countries.

In Turkey, we provide services to our guests in various concepts with a talented workforce of approximately 8,000 people in the Antalya, Muğla, and Istanbul regions.

We are seeking a valuable team member for the position of “Guest Relations Supervisor” to be considered at Rixos Tersane İstanbul.

Responsibilities:

• Monitor guest feedback and implement improvements to enhance guest satisfaction,
• Address and resolve guest complaints or issues efficiently, maintaining a professional and positive demeanor,
• To ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service,
• To ensure that the privacy of the guests and the confidentiality of the information is respected,
• Ensure follow-up actions are taken to exceed guest expectations and build loyalty,
• Takes care of all requests and complaints when necessary,
• Makes necessary coordination with reservation for future important arrivals and notice the Guest Relations Manager,
• Enforces the observance of house rules and regulations,
• Coordinate and guide the Guest Relation issues and cooperate with Guest Service Agent,
• Concentrate on guest activities like coordinating happy hours or meeting with important VIP guests,
• Collaborate with other departments, including housekeeping, concierge, and F&B, to ensure seamless guest experiences,
• Maintain accurate records of guest preferences, complaints, and service recovery initiatives,
• Ensure all guest service activities align with the resort's policies, brand standards, and luxury service expectations,
• To use appropriate materials, equipments and supplies for the smooth run of the guest relation operations and to ask for requisitions accordingly,
• Knows and follows the fire and safety procedures of the hotel,
• Performs other duties assigned by Guest Relations Manager.

Qualifications:

• Bachelor’s degree in Hospitality Management or a related field preferred,
• Minimum 3 years in guest relations supervisor role in a luxury hotel/resort,
• Excellent communication and organization skills,
• Excellent reading, writing and oral proficiency in English Language,
• Strong interpersonal and problem solving abilities,
• Ability to work within a team,
• Ability to focus attention on guest needs, remaining calm and courteous at all times.