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 transparent 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.
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 SUSTAINABILITY MANAGER – WORK PERFORMED:
4.1 REPUTATION PERFORMANCE MANAGEMENT
• Chairs a monthly Quality meeting, reviewing RPS scor