Director of Guest Experience - Sofitel Nile Downtown

Company DescriptionJoin a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.Job DescriptionEnsure 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 momentsMonitor GSS and feedback from all channels on Trust You (guest surveys, online reviews, in-person feedback), using insights to drive continuous improvementTake full ownership of service recovery, transforming challenges into loyalty-building opportunities through prompt and empathetic resolutionElevate guest recognition programs, ensuring repeat guests feel genuinely remembered, deeply valuedPromote hotel facilities and services, encouraging inter-hotel sales and enhancing the overall guest experienceWork closely with other department heads in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guestsEnsure all service rituals, and guest interaction reflect refined hospitalityFoster a culture of emotional intelligence, storytelling, and attention to detail across Guest Experience functionsEnsure compliance with brand standards and audit requirements, proactively addressing gaps and opportunitiesQualificationsMinimum 3 years' experience in a managerial role, within Front Office Managerial experience within the luxury hospitality industry,Bachelor’s 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,Additional Informationexperience is an assetPrior experience working with Opera or a related systemFluency in Englishadditional languages are a plusYour Team And Working EnvironmentIn 1-2 sentences, introduce the team, property or office environment in a way that reflects the cultureNote: Customization may be included for any specific local or legislative requirements, such as work permitsOur Commitment To Diversity & InclusionWe are an inclusive company and our ambition is to attract, recruit and promote diverse talent.