Guest Experience Agent

Please note - this is a local position, only candidates with existing work permit in Turkey (either Turkish Nationals or Turkish ID holders will be considered).

Four Seasons Hotels Istanbul is seeking a Guest Experience Agent. Don't miss this unique opportunity to be part of our award winning team, while excelling your career with the world's leading luxury hotel company!

Key Knowledge

• Strong people interaction skills, warm and welcoming to hotel guests, patrons and all hotel employees,
• Provides a genuine and constant level of exceptional services and understands Golden Rule.
• Work effectively in a variety of situations with different individuals and groups to provide best quality service.
• Consistently role models excellent guest service by being involved in the operation as needed and providing same level of service to employees.
• Efficient on complaint handling to reach satisfactory results, creative and practical to enhance service quality.
• Always answers with yes, always smiles even under difficult, long and busy periods.
• Fluent in English, clear and polite conversation skill in Turkish.
• Sufficient experience in Rooms Division different departments.
• Advance computer skills necessary including Opera systems, MS Office, and Lotus Notes
• Strong guest service skills.
• Multi-tasking skills.

Key Tasks

• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices. 
• Supporting the other Front Office departments during  busy periods.
• Arrival preparation, greeting, room escort, in room orientation, group arrival & departure operation.
• Room inspections for VIP arrivals.
• Complaint handling, daily guest interactions.

Key Functions

The ability to display, at all times, a friendly courteous and professional manner in all dealings with guests, patrons and other employees. The ability to assist in escorting all guests to their rooms in accordance with their requests and the Four Seasons standards. The ability to handle guest problems or complaints by understanding the problems with all aspects, following up the results and making sure to end the problems with 100% guest satisfaction. The ability to keep all support departments informed of necessary information or requests. The ability to recite hours of operations of all hotel facilities and special service codes. The ability to understand the tasks performed by a telephone operator, a receptionist, a reservationist, a concierge and a housekeeper. The ability to handle hotel emergency procedures and situations with maturity and professionalism. The ability to perform tasks and projects as delegated by the Assistant Guest Experience Manager, Front Desk Manager, Assistant Front Office Manager or Front Office Manager. The ability to prioritize and handle multiple tasks. The ability to monitor processes and adjust schedule according to priorities; to understand the dynamics and be proactive in responding. The ability to be attantive to guests needs and to find pride and purpose in providing exceptional service and product; to anticipate guests personal preferences and the ability to exceed expectations. The ability to be proactive in offering to work additional shifts or hours in light of organizational demands. The ability to be proactive in seeking to acquire knowledge to improve overall job effectiveness. The ability to be a role model for group work; go out of  her way to help others without being asked. The ability to keep an organized and clean work space. The ability to know and apply the Core and Department Service Standards. The ability to recognize the need for assitance before a crisis occurs. The ability to remain calm and attentive, and displays concern regardless of the circumstances. The ability to ensure adherence to all credit procedures in the front desk. The ability to know about services available in the hotel and the hours of operation (Restaurants, Spa, concierge, valet). The ability to find solutions to challenges while remaining unflappable.         

Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of  Front Desk and Concierge, Business Center and Lobby coverage.

Maintain complete knowledge of:

-       All hotel restaurant food concepts, menu price range, dress code and ambiance

-       All hotel Room and Suite types, numbers/names, layout appointments, amenities and locations.

-       Daily house count and expected arrivals/departures

-       Scheduled daily group activities, names and locations of meeting/banquet rooms.

-       Local events, attractions, holiday schedule

Greet, welcome and anticipate every guest Ensure proper communication between the guest experience team, butler team, reception, concierge, bell services, housekeeping and engineering Ensure every guest receives a fond farewell Access all functions of the computer in accordance with departmental specifications Accommodate all guest requests expediently and courteously Follow up with designated hotel personnel to ensure completion of request Document guest call / requests for car retrievals and service assistance Ensure that all pertinent information is documented in the logbook daily Attend monthly department meeting with the Front Office team and provide feedback and communicate while focusing on continuous improvement Review all guest arrivals and ensure that the Rooms/Suites are assigned according to preference and any special requests Answer department telephones within 3 rings, using correct salutations and telephone etiquette Personally handle guest opportunities and special request to ensure that 100% of our guests have a memorable stay with us To be present at the Hotel lobby prior to assigned guests’ arrival time/transportation details are known/information from the airport representative or main entrance Providing packing and unpacking services for the guests Review all guests’ scheduled activities on a daily basis in order to deliver proactive service Promote all in house facilities and services prior to recommending outside companies

Assist guests with enquiries for

-       Airline tickets (When

-       Transportation requests

-       Medical assistance

-       Restaurant reservations

-       Spa reservations

Accept and a record departure information and wake up calls Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction

About Four Seasons Hotels Istanbul
A thriving metropolis that connects continents, cultures and religions, Istanbul captivates all who visit. Within this cradle of civilization, Four Seasons provides an oasis of quality and beauty in two unsurpassed locations. Four Seasons Hotel Istanbul at the Bosphorus shines with a modern, almost resort-like experience that welcomes guests with luxurious sophistication. Like staying in a friend’s home, Four Seasons Hotel Istanbul at Sultanahmet greets guests with a warm embrace, and ushers them to a front row seat to culture, peeling back layers of history as they discover more about the world.  

Sky’s the Limit
Four Seasons Hotels and Resorts have been ranked FORTUNE magazine’s ‘100 Best Companies to Work For’ every year since 1998... Come and find out why! With over 100 hotels in 38 countries, Four Seasons is dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality. The deeply instilled Four Seasons culture is personified by its employees – people who share a single focus and are inspired to offer great service.

Legal Disclaimer:

7 Nisan 2016 tarihli Resmi Gazetede yürürlüğe giren 6698 Sayılı Kişisel Verileri Koruma Kanununa istinaden, özgeçmişinizde yer alan kişisel bilgileriniz kurum bünyesinde oluşacak mevcut ve gelecek işe alım talepleri doğrultusunda istihdam amaçlı kullanılacak olup, kişisel bilgileriniz veri tabanımızda gizlilik içerisinde saklanacaktır.

Özgeçmişinizin veri tabanımızda istemediğiniz takdirde contactus.bosphorus@fourseasons.com adresi ile iletişime geçmenizi rica ederiz.