In conversation with Cem Aksahin, General Manager, Fairmont Quasar Istanbul (Exclusive Interview)

What inspired you to pursue a career in hospitality? Why luxury hospitality? 

Throughout my career, I have always been driven by a passion for excellence and a desire to create unforgettable experiences. Starting from roles at iconic luxury brands such as The Dorchester, Kempinski Hotels, Raffles Hotels & Resorts, and Mandarin Hotel Group, I realized that hospitality is not just about providing a service, it’s about crafting moments that resonate deeply with guests.

Working across diverse markets like the Europe, Middle East and now Istanbul has taught me the importance of cultural sensitivity and personalized service. Luxury hospitality, in particular, offers the unique opportunity to blend meticulous attention to detail with genuine human connection and that is what truly inspires me.

My journey has been fueled by determination and the constant pursuit of growth, and each step to my current role as General Manager at Fairmont Quasar Istanbul has reinforced my belief that luxury hospitality is where I can best contribute my skills and passion.

Which are the most rewarding aspects of your job? What about the challenges?

One of the most rewarding aspects of my job is witnessing how our dedicated team comes together to create exceptional experiences for our guests. Hospitality is truly a team effort, and seeing colleagues collaborate seamlessly to exceed expectations is incredibly fulfilling. I take great pride in fostering a positive and motivated work environment where every team member feels valued and empowered to contribute their best.

Of course, the challenges are real, the hospitality industry is ever-changing, and adapting to evolving guest needs requires constant innovation. Additionally, attracting and retaining skilled professionals in a competitive market remains a key focus. However, I believe that by investing in our people and nurturing a strong team culture, we can overcome these challenges and continue delivering outstanding service

How is the Fairmont Quasar positioned in Istanbul’s luxury hotel market? USP, comp set

Fairmont Quasar Istanbul holds a distinctive position in Istanbul’s luxury hotel market by seamlessly blending contemporary design with the city’s rich cultural heritage. Our Unique Selling Proposition lies in delivering personalized, intuitive service paired with exceptional culinary and wellness experiences within a sophisticated, modern setting.

We cater not only to individual luxury travelers but also to groups and events, offering state-of-the-art meeting and event spaces designed to meet the highest international standards. In addition, our Michelin recommended restaurant adds significant value to our culinary offering, positioning the hotel as a key gastronomic destination for both international visitors and discerning local guests seeking an elevated dining experience.

Tell us more about the guest profile. Which are the key feed markets?

Many of our guests are seasoned, high-end travelers both business and leisure who value authenticity, refined comfort, and personalized service.

Our key international source markets include the GCC countries, the United States, the United Kingdom and Germany. We also see strong demand from domestic luxury travelers, especially from Istanbul and other major cities across Türkiye.

To what extent do you also attract local guests? (Non residing)

Local guests play an essential role in the identity and daily life of Fairmont Quasar Istanbul. Our award-winning F&B venues, including our Michelin Recommended restaurant, have become popular destinations for Istanbul residents seeking elevated dining and social experiences.

In addition, our Spa and wellness center attract a loyal local clientele who value world-class treatments in a serene, luxurious environment. 

Beyond dining and wellness, we also welcome local guests to enjoy our luxury accommodations, including rooms and suites with stunning Bosphorus or city views, offering a unique staycation experience within the city.

We regularly host curated events, seasonal pop-ups, and collaborations with local creatives and brands all of which contribute to positioning Fairmont Quasar Istanbul not just as a hotel, but as a vibrant part of the city’s social and cultural fabric.

How are the F&B and wellness offerings conceived? 

We are very proud to be a part of our local guests’ special occasion calendar. Events like our New Year’s Gala Dinner, brunches, and the unique gatherings we host at Aila restaurant have become eagerly anticipated moments for our community, reinforcing our role as a vibrant social hub in Istanbul. Similarly, we are delighted to be a key part of our local community’s wellness routines, with many local guests holding memberships at our fitness center and Spa. Their continued trust and engagement reaffirm our commitment to providing a sanctuary where both residents and visitors can relax and rejuvenate.

Is there a recipe to achieve and maintain a high standard of customer service? 

Providing excellent customer service and ensuring its sustainability is not about following a fixed formula, but rather a continuous commitment and learning process. We cultivate a culture where every employee feels valued, well-trained, and motivated to deliver hospitality with genuine care. Regular training, open communication, and recognition of individual and team achievements ensure that service excellence remains at the core of everything we do.

Staffing continues to be a challenge in the most diverse destinations. What has been your approach?

We recognize that attracting and retaining top talent is vital, especially in a multicultural and competitive market like Istanbul. Our strategy centers on fostering a positive workplace culture where employees feel respected, supported, and valued.

By providing ongoing training, clear career development opportunities, and recognizing individual contributions, we create an environment that encourages loyalty and professional growth. We also prioritize open communication and team engagement to build strong connections and a shared sense of purpose.

How do you motivate your team?

Motivating our team starts with creating a work environment built on trust, respect, and open communication. When employees feel genuinely valued and heard, their engagement and enthusiasm naturally increase. As part of the Accor group, we leverage comprehensive reward and recognition programs designed to motivate and retain talent. These programs offer incentives such as performance bonuses, career advancement opportunities, and global mobility options, which reinforce our commitment to employee satisfaction and growth.

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