Guest Relations Manager

About the role

We are seeking an experienced Guest Relations Manager to lead our Guest Relations team at Soho House Istanbul. You will ensure VIP and special‑segment guests receive personalized service from pre‑arrival through departure, driving high satisfaction and brand standards.

Key responsibilities

• Manage pre‑arrival arrangements for VIP guests, recording preferences and communicating them to relevant departments.
• Provide personalized welcomes and farewells, maintain regular guest contact, and oversee complaint handling and service recovery.
• Conduct VIP room inspections and coordinate with Housekeeping, Engineering and Front Office to meet brand standards.
• Monitor and respond to guest reviews on OTA platforms such as Booking.com, Expedia and TripAdvisor.
• Train, guide and supervise the Guest Relations team, including shift planning and performance follow‑up.
• Coordinate room blocking, upgrades, amenities and special arrangements, and act as Manager on Duty when required.

Required profile

• Minimum 3 years of experience in Guest Relations, Front Office or similar hospitality management role.
• Excellent communication and interpersonal skills.
• Strong problem‑solving and complaint‑handling abilities.
• Professional appearance and genuine passion for hospitality.
• Excellent organizational skills and attention to detail.
• Ability to remain calm and professional under pressure.
• Strong leadership and team‑management capabilities.
• Fluency in English; additional languages are a plus.

Required skills

• Experience with hotel PMS systems.