Joy Advisor (Guest Relations Agent)

Serkoç Otelcilik Tur.İnş.Tah.Tic.A.Ş - Lujo Hotel

LUJO SOUL

Art & Joy reside at the heart of the philosophy at Lujo, taking you on a journey to rediscover your inner child and get enchanted by the vibrant orange that so perfectly reflects our energy. Vacationing at Lujo truly is anything but ordinary and so is working here. If you, too, feel this bursting energy and wish to share it and enrich the team with your colorful personality and your knowledge, we should definitely meet. Join us on this journey to offer our guests a unique experience whilst developing ourselves further and gaining brand new perspectives on hospitality with every new day.

Job Description & Responsibilities:

Respond to any questions, needs and desires of guests, and follow up with guests to ensure their requests have been met to their satisfaction

Actively listen and resolve guests’ complaints

Oversee and coordinate all arrivals and departures of special guests (VIPs)

Coordinate and manage communication between guests and staff 

Promote all amenities, conveniences and programs offered

Assist guests with any enquiries, receive and action guests requests via hotel WhatsApp

Promote hotel and encourage guests to place positive reviews on social media platforms

Demonstrate a high level of customer service at all times

Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties

Requirements:

A minimum of two years hospitality management experience in an upscale hotel, 

Bachelor’s degree in hospitality management, business administration or related field,

Acknowledge of the principles and processes for providing personalized services including needs assessment techniques, quality service standards, 

Alternative delivery systems, and guest satisfaction evaluation techniques, 

Speaking, writing, reading Turkish, Russian and English (German will be a plus),

Ability to work flexible hours

Highly responsible and reliable with a professional presentation

BS degree in hospitality management, business administration or related field