Guest Relations Manager

About the role

Fairmont Quasar Istanbul, a luxury hotel in the heart of Istanbul's business district, is looking for a Guest Relations Manager. The role supports the smooth check-in and check-out experience, handles guest needs and complaints, and supervises the guest relations team.

Key responsibilities

• Assist in welcoming guests and ensure smooth check-in and check-out.
• Handle guest inquiries, requests and complaints professionally and resolve them promptly.
• Engage proactively with VIPs, regular guests and special groups to build satisfaction and loyalty.
• Monitor guest satisfaction and give feedback to management on service improvements.
• Supervise and support guest relations staff, coach team members and maintain service standards.
• Coordinate with Front Office, Concierge, Housekeeping and other departments for seamless guest experiences.
• Maintain guest records, preferences and special requests in the hotel system.
• Help prepare daily reports, VIP arrival plans and guest recognition programmes.
• Support audits, inspections and quality control, and help plan and run special events and VIP services.
• Arrange guest amenities, surprises and personalised services.

Required profile

• At least two years of supervisory or management experience in Front Office operations.
• Fluent English; only candidates who can communicate in Turkish will be hired.
• Background in luxury hospitality operations.
• Proven ability to build strong professional relationships across all levels and departments.

Required skills

• Hands-on experience with Opera Cloud or a comparable property management system.
• Exceptional communication skills and leadership abilities.