Guest Relations Agent

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 Agent” to be considered at Rixos Tersane İstanbul.

Responsibilities:

• Guest Relations Agent to provide high-quality service to our hotel guests. Address complaints and go the extra mile to make sure our guests are satisfied,
• Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities,
• Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem,
• Follow up with guests to ensure their requests or problems have been met to their satisfaction,
• Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests with unique needs,
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities,
• Review arrival lists to welcome guests,
• Attend to special guests (e.g. VIPs) and answer their inquiries,
• Help prepare welcome folders with collateral (e.g. room service menus, area descriptions),
• Provide information about amenities, area and venues and promote services,
• Anticipate guest needs and build guest loyalty,
• Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages),
• Address customer complaints and escalate to Guest Relations Manager when needed,
• Record information in the logbook daily,
• Ensure compliance with health and quality standards.

Requirements:

• University degree,
• At least 2 years of experience in the position of Guest Relation Agent,
• Team Oriented,
• Fluent in English,
• Strong internal and external communication skills, both verbal and written,
• Organizational skills.