Director of Guest Experience - Sofitel Nile Downtown

Join 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.

• 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

• Minimum 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,
•  

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.