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 service standards.

General Qualifications

• 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

Job Description

The Guest Relations Agent is responsible for:

• Leading and supervising the guest relations team to ensure 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
• Training and mentoring staff to deliver personalized and memorable guest experiences
• Collaborating with other departments to coordinate guest services and resolve issues
• Monitoring guest feedback and performance metrics to identify areas for improvement
• Maintaining up-to-date knowledge of industry trends and best practices in guest relations
• Preparing regular reports and presentations on guest satisfaction and service quality
• Ensuring compliance with company policies, procedures, and standards for guest interactions