Company description

Founded in 2000 in Antalya by award-winning Turkish entrepreneur Fettah Tamince, who desired to create cities within cities.

Encapsulating traditional Turkish hospitality, each Rixos destination is a rich living space where guests and residents can find everything they need, always in a carefree atmosphere.

In 2017, Rixos Hotels announced a strategic partnership with Accor Hotels, and in 2022 Rixos became part of Ennismore’s “Immersive Resorts” and became the backbone of the “All Inclusive Collection”.

Brand network

Currently 35 hotels (13,000+ rooms) operating and more than 20 hotels (12,000+ rooms) in the pipeline.

With a global presence, Rixos Hotels & Resorts are renowned for providing guests of all ages and interests with the ultimate all-inclusive experience.

With all-inclusive, all-exclusive programming and services, we cater for every member of the family and we are always where our guests want us to be!

What is special about Rixos service?

A culture of noticing the little things and knowing that the little things have always been the big things!

Are you ready to join our amazing multicultural environment, work in real luxury hotels with ongoing career growth and development opportunities, as well as the most competitive salary and benefits? Apply now, join Rixos and make a difference in others’ lives!

Job description

Makes pre-arrival, mid-stay, and post-stay calls to guests to ensure needs are met.

Compiles and distributes list of anticipated services and amenities to relevant departments.

Contacts appropriate individual or department (e.g., bell person, front desk, housekeeping, engineering, and security) as necessary to resolve guest call, request, or problem.

Ensures that any outstanding requests or problems from the previous day receive priority and are resolved.

Follows up with guests to ensure their requests or problems have been met to their satisfaction.

Listens attentively to guests to get an effective guest-oriented perspective and handles complaints properly.

Makes “guest contacts” during the day in an effort to identify the level of guest satisfaction and, if any, complaints, suggestions and problems, and find solutions to these.

Writes down any comments, requests, suggestions and complaints received from guests during the day.

Asks guests to fill out a questionnaire during the day. Assesses the results of the questionnaire, translates them into English, and sends them to all of the department managers.

Identifies the special days of guests such as birthdays, wedding anniversaries, etc., makes the necessary organization together with the related departments and monitors the organization.

Works in coordination with all departments and ensures the flow of necessary information.

Follows the VIP procedures and greets VIP guests and bids them farewell.

Walks agency representatives and potential guests around the facility.

Prepares written documents for activities to be announced to guests. Ensures that these documents are distributed to guest rooms with the help of the related departments.

Observes the overall guest satisfaction during the activities and in the areas throughout the day and reports to the Guest Relations Manager about the atmosphere.

Keeps any items that guests lose in the facility or forget in their room when checking out. Delivers any lost and found to guests still at the hotel or sends them by mail.

Responds to guest inquiry forms and all written suggestions, complaints, etc.

Provides guidance to guests for any diseases or health problems that guests may encounter and, if necessary, calls a doctor and an ambulance. Monitors and reports the incident to the Guest Relations Manager.

Predicts that all activities and all equipment and belongings purchased may create disease for the environment, joins all activities organized to protect biological diversity and shares the responsibilities. Shares individual responsibilities in order to increase environmental knowledge and to carry on necessary trainings.

Provides minimum consumption of currently used items and equipment (paper, printed materials, etc.).

Implements necessary warnings and departmental trainings in order to save energy inside the facility. Carries on implementing decisions which were taken for saving energy. Predicts effects of environment and efficiency of energy on purchased equipment.

Implements responsibilities in order to eliminate and collect waste in a proper way, reduce environmental pollution and harmful effects to the environment, and leads staff.

Carries out all responsibilities related to the quality management systems implemented at the facilities.

Carries out all other duties assigned by managers and hotel management not specified in the job description.

Qualifications

• Education: At least high school degree.
• Experience: At least 4 years of experience in the industry.
• Foreign language: Proficiency in English to communicate with guests and understand the professional terminology related to the devices and a good command of Arabic, German, French, or Russian.
• Courses and training: Prior attendance in seminars and trainings related to the job.
• Computer literacy: MS Office applications, front office programmes (Fidelio, Opera, etc.).
• Skills: Familiar with guest profiles based on experience. Instructs colleagues that are less experienced on how to address guests. Expected to use complex devices and equipment related to the job. Expected to possess technical knowledge about the methods, techniques, and processes related to the job. Expected to perform jobs that require experience in the field.

Additional information

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.