Guest Relations Agent

Nish Han Nişantaşı Turizm Otelcilik San. Ve Tic. Ltd. Şti.

Primary Responsibilities

·         Ensuring that reservations are accurately taken, put into the system and shared with the team.

·         Greeting guests and seating them at appropriate tables.

·         Handling guest complaints professionally and with discretion.

·         Ensuring the daily VIP list is obtained and followed up on.

·         Ensuring the optimal arrangement of current reservations by consulting with the ops team.

·         Ensuring that special requests such as notes, cakes, etc., from guests are accurately taken and communicated to the operations team.

·         Completing the department's checklist thoroughly and sharing it with his/her supervisor.

·         Keeping up-to-date with the CP (Check & Place) system for optimal use.

·         Reporting guest suggestions and complaints to the relevant supervisor.

·         Managing the integration between the reservation system and POS system, managing actions to be taken on the CRM side such as guest tagging, etc.

·         Coordinating all supervisors and employees to ensure optimal operation.

·         Handling and/or delegating special requests of each guest.

·         Attending weekly general meetings, F&B meetings, or other requested meetings upon the supervisors request.

·         Sharing responsibility for sending weekly and monthly reports as requested by the supervisor.

o   Guest Relations Checklist (Completed)

o   Reservation Checklist (Completed)

o   Occupancy Rates Report o Cancellation & No Show Report

o   Seating Duration Report

·         Utilizing personal and communication skills to influence and encourage team members; demonstrating sincerity/honesty, sharing responsibility for leading by example.

·         Sharing responsibility for finding talent when/if necessary.

·         Sharing responsibility for ensuring absolute guest satisfaction.

·         Engaging with guests within the restaurant, learning their names and consumption habits discreetly and sharing responsibility in creating and maintaining a database.

·         Keeping up with innovative ideas, practices, and trends in the industry and, if necessary, receiving training, creating training programs, and sharing responsibility for sharing them with employees which are to be applied across our brand.

·         Monitoring and reporting on market trends, activities, and competitors to define and report on product and service improvements and sharing responsibility for ensuring our brand is always on the cutting-edge in the market.

·         Personally, performing and/or directing operational tasks within the scope of the position as requested by the supervisor and in the absence of the supervisor.

Communication:

·         Maintaining continuous contact with the ops team to ensure optimal operation.

·         Sharing responsibility for fostering and building trust, respect, and collaboration among team members.

·         Developing and maintaining effective communication with other departments within the hotel.

·         Maintaining close, consistent, and open communication with Food and Beverage teammates and other department employees.

Other:

·         Maintaining professional confidentiality.

·         Observing the staff hierarchy to meet service, operational needs, and financial forescasts.

·         Sharing responsibility for the implementation of our brand's administrative policies and procedures.

·         Sharing responsibility for ensuring that all of our brand's employees are employed in accordance with SGK rules and obligations.

·         Sharing responsibility for the security of our brand's status with all official and unofficial institutions (for possible risks to our company).

·         Learning, keeping up-to-date, and implementing necessary information regarding Human Resources processes.

·         Sharing responsibility for preparing and presenting necessary promotion-training requests for employees under their supervision based on their performance and implementing them.

·         Sharing responsibility for managing the leave approval process for all employees under their supervision.

·         Sharing responsibility for the implementation of Disciplinary Procedures.

·         Sharing responsibility for the implementation of Human Resources Procedures.

·         Sharing responsibility for continuous training of employees.