Director of Guest Experience Sofitel Nile Downtown

• Ensure that every aspect of the guest journey from pre-arrival to departure is seamless emotionally engaging and aligned with the highest standards (LQA criteria)
• Design and implement strategies to tailor bespoke experiences for guests from personalized welcome amenities to special arrangements and unique moments
• Monitor GSS and feedback from all channels on Trust You (guest surveys online reviews in-person feedback) using insights to drive continuous improvement
• Take full ownership of service recovery transforming challenges into loyalty-building opportunities through prompt and empathetic resolution
• Elevate guest recognition programs ensuring repeat guests feel genuinely remembered deeply valued
• Promote hotel facilities and services encouraging inter-hotel sales and enhancing the overall guest experience
• Work closely with other department heads in a supportive and flexible manner focusing on the overall success of the hotel and the satisfaction of hotel guests
• Ensure all service rituals and guest interaction reflect refined hospitality
• Foster a culture of emotional intelligence storytelling and attention to detail across Guest Experience functions
• Ensure compliance with brand standards and audit requirements proactively addressing gaps and opportunities

Qualifications :

• Minimum 3 years experience in a managerial role within Front Office 
• Managerial experience within the luxury hospitality industry
• Bachelors degree in hospitality management Business Administration or equivalent
•  A proven track record of upholding superior quality standards in audits and achieving high levels of guest satisfaction.
• Exceptional communication leadership and interpersonal skills crucial for effective team management 
• Proficiency in Opera Cloud is essential experience with CRM systems would be an advantage and guest feedback management tools such Trust You
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Additional Information :

experience is an asset
Prior experience working with Opera or a related system
Fluency in English
additional languages are a plus
Your team and working environment:
In 1-2 sentences introduce the team property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract recruit and promote diverse talent.

Remote Work :

No

Employment Type :

Full-time