About this role
1 BASIC FUNCTION
Is the ‘Voice of the Guest’ within the hotel. Cooperates closely with the hotels’ management board and works
cross-departmentally with all departments to improve reputation performance and guest satisfaction.
Is the ‘Brand Ambassador’ within the hotels. Has a perfect understanding and clear vision of the brands’
promise to the guests and, monitors, plans and ensures brand compliance in hotel operations.
Is the ‘Sustainability Leader’ within the hotels. Cooperates closely with the hotels’ management board and
works cross-departmentally with all departments to meet both the hotels’ and the company’s environmental and sustainability targets.
2 SCOPE
Is responsible for implementing and driving the Guest Experience, Brand Compliance, Sustainability programs
throughout the hotels with the support of the management board. Coordinates and manages the programs in terms of the continuous improvement process.
3 RESPONSIBILITY
Reputation Performance Management: Ensures the reputation management of the hotel is fully functional
on all levels including analyzing of RPS results, monitoring competitors and operational efficiency, initiating operational improvement efforts and tracking results. Is responsible for achieving or exceeding the hotel’s RPS score.
Brand Compliance: Ensures all brand markers and programs are implement throughout the hotel, audits
compliance monthly and drives improvement plans with the relevant departments. Prepares departments for LQA / Mystery Shopper visits.
Sustainability: Ensures the action plans for both environmental and sustainability programs are in place and followed by supporting Departments. Is responsible for achieving eco-certification and other related targets.
Coordinates that all actions & targets are clearly and regularly communicated to the guests and on Social Media to create awareness.
4 CLUSTER QUALITY & SUSTAINABILITY MANAGER – WORK PERFORMED:
4.1 REPUTATION PERFORMANCE MANAGEMENT
• Chairs a monthly Quality meeting, reviewing RPS scores and sentiments, following-up actions plans and submits a monthly VOG report before the 5th of each new month.
• Identifies sentiments with a consistent downward trend and / or score below 80% and drives improvement plans in cooperation with the relevant HOD. Actively drives improvement.
• Manages the process of setting and amending Local Standard Operating Procedures when required.
4.2 BRAND COMPLIANCE
• Conducts a minimum of one Brand Compliance Audit per area / per month and more if required.
Sets corrective plans, target dates and assigns responsibilities.
• Chairs brand meetings as needed to ensure team communication and results.
• Manages the preparation, coordination, debriefing, and follow-up of all LQA audits.
• To actively monitor spelling and brand compliance for all inhouse guest communications, printed and digital.
• Is actively involved in the Product Modernity replacement cycle management, the design stage of refurbishments in terms of brand compliance.
4.3 SUSTAINABLE DEVELOPMENT PROGRAM
• Manages the preparation, coordination, debriefing, and follow-up of annual eco-certification audits with the highest possible certification.
• Analyzes all CSR data versus targets, identifies improvement areas, defines actions in cooperation with the area leader(s) and sets target dates and responsibilities for continuous improvement.
• Is actively involved in GAIA data-entry and reporting.
• Coordinates clear internal & external communications on targets, achievements, activities, and projects to all stakeholders.
Qualifications & Experience
Bachelor’s degree in Hospitality Management, Hotel Management, Business Administration, Quality Management, or a related field.3–5 years of experience in hotel quality, guest experience, operational excellence, or a similar role.Previous experience in a 4- or 5-star hotel is preferred.Strong knowledge of hospitality quality standards, brand standards, and guest experience principles.Experience in conducting quality audits, operational inspections, and compliance reviews.Strong analytical, reporting, communication, and presentation skills.Excellent English communication skills, both written and verbal.Strong knowledge of Microsoft Office and relevant hotel quality systems.