Guest Experience Duty Manager

Accor; Fatih; On-site; TRY 600,000 - 760,000; Full time

Job summary

Aliée Istanbul is seeking a dynamic Duty Manager to oversee daily hotel operations during assigned shifts, coordinate departments, and act as the on-duty management representative upholding our luxury standards.

You will monitor guest satisfaction, handle requests and incidents, lead cross‑department collaboration (Front Office, Housekeeping, F&B, Engineering), and champion service improvements while ensuring safety and consistent guest experiences.

Qualifications

• Bachelor's degree in Hospitality Management, Tourism, or a related field is preferred.
• Minimum 3 years of experience in hotel operations, preferably in a Duty Manager or supervisory role within a luxury hotel.
• Strong knowledge of hotel operations, guest relations, and interdepartmental coordination.
• Excellent leadership, communication, and problem-solving skills.
• Strong guest-oriented mindset with the ability to handle complaints and challenging situations professionally.
• Ability to make effective decisions under pressure and manage multiple priorities.
• Excellent command of English; additional languages are an advantage.
• Proficiency in hotel management systems and Microsoft Office applications.
• Flexibility to work shifts, including evenings, weekends, and public holidays.

Responsibilities

• Oversee daily hotel operations during assigned shifts, ensuring smooth and efficient coordination across all departments.
• Act as the management representative on duty, ensuring compliance with hotel policies, brand standards, and operational procedures.
• Monitor guest satisfaction and handle guest requests, feedback, and complaints promptly and professionally.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Engineering, Security, and other departments to ensure seamless service delivery.
• Conduct regular operational inspections to ensure that all guest-facing and back-of-house areas meet the required standards.
• Monitor VIP arrivals, special occasions, and individual guest preferences to deliver personalized and memorable experiences.
• Make timely and effective decisions when addressing operational challenges, service recovery situations, and unexpected incidents.
• Ensure accurate shift handovers and effective communication of operational updates, pending matters, and significant incidents.
• Support the implementation and continuous improvement of service standards, operating procedures, and guest experience initiatives.
• Monitor service quality and identify opportunities to improve operational efficiency and guest satisfaction.
• Support and guide operational teams, promoting teamwork, accountability, and a guest-centric service culture.
• Prepare and communicate relevant operational reports, ensuring that incidents and guest concerns are appropriately documented and followed up.
• Ensure compliance with health, safety, security, and emergency procedures throughout the property.
• Collaborate with the management team to maintain operational consistency and uphold Aliée Istanbul's luxury hospitality standards.

Skills

Leadership

Communication

Problem-solving

Guest relations

Interdepartmental coordination

Education

Bachelor's degree in Hospitality Management

Tools

Hotel management systems

Microsoft Office

Job description

Aliée Istanbul is seeking a dynamic Duty Manager to oversee daily hotel operations during assigned shifts, coordinate departments, and act as the on-duty management representative upholding our luxury standards.

You will monitor guest satisfaction, handle requests and incidents, lead cross‑department collaboration (Front Office, Housekeeping, F&B, Engineering), and champion service improvements while ensuring safety and consistent guest experiences.