Guest Relations Agent

JW Marriott Istanbul Bosphorus

The Guest Relations Agent plays a crucial role in ensuring exceptional guest experiences and maintaining positive relationships with customers. This position requires strong communication, problem-solving, and leadership skills to oversee the guest relations team and uphold high standards of service.

• Bachelor's degree in hospitality management, business administration, or related field
• Proven experience in guest relations, customer service, or hospitality management
• Excellent verbal and written communication skills in English
• Strong leadership and team management abilities
• Proficiency in customer relationship management (CRM) software
• Ability to work flexible hours, including evenings, weekends, and holidays

The Guest Relations Agent is responsible for:

• Leading and managing the guest relations team to deliver exceptional customer service
• Developing and implementing guest relations strategies to enhance customer satisfaction
• Handling escalated guest inquiries, complaints, and feedback in a professional and timely manner
• Collaborating with other departments to ensure seamless guest experiences
• Training and mentoring staff to uphold service standards and promote a customer-centric culture
• Monitoring guest feedback and performance metrics to identify areas for improvement
• Creating reports and presenting findings to senior management
• Staying updated on industry trends and best practices in guest relations