Digital Guest Experience Assistant (Luxury Hospitality)

About the role

Aliée Istanbul, a flagship luxury lifestyle hotel, is looking for a Digital Guest Experience Assistant to shape memorable, personalized experiences for its guests. This role blends digital expertise with the elegance of boutique hospitality, ensuring every online interaction reflects the brand’s high standards.

Key responsibilities

• Monitor guest reviews, ratings, and feedback across Google, TripAdvisor, Booking.com, Expedia and other digital platforms.
• Prepare timely, personalized, brand‑aligned responses to online guest reviews.
• Coordinate with relevant hotel 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.

Required profile

• Previous experience in luxury hospitality, guest relations, digital guest experience or online reputation management.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Guest‑oriented mindset with strong problem‑solving abilities.
• Ability to manage sensitive feedback professionally and discreetly.

Required skills

• Strong digital awareness and familiarity with online review platforms.
• Excellent attention to detail and coordination skills.