Digital Guest Experience Assistant - Aliée Istanbul

Company Description

Aliée Istanbul, the flagship luxury lifestyle hotel within the breathtaking Tersane Istanbul, is seeking an elegant, service-driven, and detail-oriented “Digital Guest Experience Assistant” to deliver an exceptional and highly personalized guest experience.

This is more than a service role; it is the art of curating unforgettable moments. At Aliée, Butler service represents the highest expression of luxury hospitality, where anticipation, discretion, and personalization define every guest interaction.

As a “Digital Guest Experience Assistant”, you will embody the refined spirit of Aliée by creating seamless and memorable experiences throughout the guest journey. From personalized arrivals to bespoke services, you will ensure every detail reflects the sophistication and elegance of our brand.

Job Description

• Monitor guest reviews, ratings and feedback across Google, TripAdvisor, Booking.com, Expedia and other digital platforms.
• Prepare timely, personalized and brand-aligned responses to online guest reviews.
• Coordinate with relevant departments to investigate feedback and ensure appropriate follow-up.
• Escalate sensitive or high-impact guest comments when required.
• Track review scores, recurring feedback themes and guest sentiment trends.
• Prepare regular online reputation reports and highlight improvement opportunities.
• Support service recovery and guest experience initiatives based on digital feedback.
• Ensure all online communication reflects Aliée’s luxury positioning, tone of voice and service standards. 

Qualifications

• Previous experience in luxury hospitality, guest relations, digital guest experience or online reputation management is preferred.
• Excellent written and verbal communication skills in English. Additional language is plus.
• Strong digital awareness and familiarity with online review platforms.
• Excellent attention to detail, follow-up and coordination skills.
• Guest-oriented mindset with strong communication and problem-solving abilities.
• Ability to manage sensitive feedback professionally and discreetly.