Özet:

Today, in the preservation of the competitiveness of hotel enterprises, the guarantee of customer satisfaction and loyalty is considered one of the critical issues. Employers who work in the customer relations department where the contact with customers is intense in the hotel enterprises have a key importance in this process. Therefore, the ability to attract the qualified labour force to work in this department requires significant effort from the point of view of the hotel business. From here in work, the work ads provided via the internet to the customer relations department in the hotel enterprises have been studied with the content analysis technique. The data consisted of 153 job announcements collected from eight human resources sites in Turkey, which appeared on the first two pages of the Google search engine between May 12 and June 27, 2021. The outstanding findings of the study show that the vast majority of job ads cover coastal hotels in Antalya, that no differences in gender and age variables are observed in the ads, and that mainly at the level of license educated, English and Russian-speaking workers are sought. However, it has been determined that job announcements remain quite weak in terms of some of the features that employers are looking for, the opportunities provided to employers and the business communication information.