Company description

Mövenpick Resort El Quseir is a luxury five-star resort on Egypt’s Red Sea coast and part of the Accor family. With a strong focus on authentic hospitality, exceptional guest experiences, and Swiss-inspired service, the resort offers a dynamic and inspiring environment for both guests and Heartists.

Job description

1 Basic function

Is the ‘Voice of the Guest’ within the hotel. Cooperates closely with the hotel’s management board and works cross-departmentally with all departments to improve reputation performance and guest satisfaction.
Is the ‘Brand Ambassador’ within the hotel. Has a perfect understanding and clear vision of the brand’s promise to the guests, and monitors, plans, and ensures brand compliance in hotel operations.
Is the ‘Sustainability Leader’ within the hotel. Cooperates closely with the hotel’s management board and works cross-departmentally with all departments to meet both the hotel’s and the company’s environmental and sustainability targets.

2 Scope

Is responsible for implementing and driving the Guest Experience, Brand Compliance, and Sustainability programs throughout the hotel 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 implemented 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 and targets are clearly and regularly communicated to the guests and on social media to create awareness.

More detailed duties and responsibilities are listed attached in form of a checklist and are not meant to be complete. Local legislation and requirements may ask for adaptation and amendments. To fulfil the duties the jobholder is given the relevant authority to reach the goals by the General Manager of the hotel operation.

4 Cluster quality & sustainability manager – work performed:

4.1 Reputation performance management

• Chairs a monthly quality meeting, reviewing RPS scores and sentiments, following up action 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.
• Actively monitors spelling and brand compliance for all in-house 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 and external communications on targets, achievements, activities, and projects to all stakeholders.

4.4 Media / press

• Avoids giving any statements or information of any kind to members of the press. Members of the press are referred to the General Manager or his replacement.

4.5 Miscellaneous

• Is familiar with all company policies and especially the Operational Standards Manual for his/her field of responsibility.
• Other duties may be assigned as per business needs.

Qualifications

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 understanding of Guest Satisfaction Scores (GSS), guest feedback, online reviews, and quality KPIs.
• Experience in developing and following up on Corrective and Preventive Action Plans.
• Ability to identify operational gaps and support departments in developing continuous improvement initiatives.
• Experience in quality training, coaching, and awareness programs.
• 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.