Guest Relations Manager - Soho House Istanbul

We are looking for "Guest Relations Manager" with the qualifications below: - Minimum 3 years of previous experience in Guest Relations, Front Office, or a similar hospitality management position. - Excellent communication and interpersonal skills. - Strong problem-solving and complaint-handling abilities. - Professional appearance and a genuine passion for hospitality. - Excellent organizational skills and attention to detail. - Ability to remain calm and professional under pressure. - Strong leadership and team-management skills. - Fluency in English; additional languages are an advantage. - Experience with hotel PMS systems is must. Job Description - Manage pre-arrival arrangements for VIP and special-segment guests, ensuring preferences and expectations are accurately recorded and communicated. - Provide personalized welcomes and farewells, maintain regular guest contact, and ensure a high level of guest satisfaction throughout their stay. - Coordinate guest requests, complaints and service recovery processes with relevant departments to ensure timely and effective resolution. - Conduct VIP room inspections and work closely with Housekeeping, Engineering and Front Office to ensure brand and service standards are met. - Maintain a visible presence in key guest areas, proactively engage with guests, collect feedback and identify opportunities to improve the guest experience. - Monitor and respond to guest reviews across OTA platforms, including Booking.com, Expedia and Tripadvisor, supporting improvements in guest satisfaction and online ratings. - Train, guide and supervise the Guest Relations team, including shift planning, performance follow-up and effective handovers. - Coordinate room blocking, upgrades, guest amenities and special arrangements, and perform Manager on Duty responsibilities when required. - Prepare guest feedback and activity reports, support event operations, and ensure compliance with Health & Safety and sustainability standards.