Cluster Sustainability Manager

<p><strong>1</strong> <strong>BASIC FUNCTION</strong></p><p>Is the ‘Voice of the Guest’ within the hotel. Cooperates closely with the hotels’ management board and works</p><p>cross-departmentally with all departments to improve reputation performance and guest satisfaction.</p><p>Is the ‘Brand Ambassador’ within the hotels. Has a perfect understanding and clear vision of the brands’</p><p>promise to the guests and, monitors, plans and ensures brand compliance in hotel operations.</p><p>Is the ‘Sustainability Leader’ within the hotels. Cooperates closely with the hotels’ management board and</p><p>works cross-departmentally with all departments to meet both the hotels’ and the company’s environmental and sustainability targets.</p><p><strong>2</strong> <strong>SCOPE</strong></p><p>Is responsible for implementing and driving the Guest Experience, Brand Compliance, Sustainability programs</p><p>throughout the hotels with the support of the management board. Coordinates and manages the programs in terms of the continuous improvement process.</p><p><strong>3</strong> <strong>RESPONSIBILITY</strong></p><p><strong>Reputation Performance Management: </strong>Ensures the reputation management of the hotel is fully functional</p><p>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.</p><p><strong>Brand Compliance: </strong>Ensures all brand markers and programs are implement throughout the hotel, audits</p><p>compliance monthly and drives improvement plans with the relevant departments. Prepares departments for LQA.</p><p><strong>Sustainability: </strong>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.</p><p>Coordinates that all actions &amp; targets are clearly and regularly communicated to the guests and on Social Media to create awareness.</p><p><strong>4</strong> <strong>CLUSTER SUSTAINABILITY MANAGER – WORK PERFORMED:</strong></p><p><strong>4.1</strong> <strong>REPUTATION PERFORMANCE MANAGEMENT</strong></p><p>

• Chairs a monthly Quality meeting, reviewing RPS scores and sentiments, following-up actions plans and submits a monthly VOG report before the 5th of each new month.</p><p>
• 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.</p><p>

• Manages the process of setting and amending Local Standard Operating Procedures when required.</p><p><strong>4.2</strong>&#xa0;<strong>BRAND COMPLIANCE</strong></p><p>
• Conducts a minimum of one Brand Compliance Audit per area / per month and more if required.</p><p>Sets corrective plans, target dates and assigns responsibilities.</p><p>
• Chairs brand meetings as needed to ensure team communication and results.</p><p>
• Manages the preparation, coordination, debriefing, and follow-up of all LQA audits.</p><p>
• To actively monitor spelling and brand compliance for all inhouse guest communications, printed and digital.</p><p>
• Is actively involved in the Product Modernity replacement cycle management, the design stage of refurbishments in terms of brand compliance.</p><p><strong>4.3</strong> <strong>SUSTAINABLE DEVELOPMENT PROGRAM</strong></p><p>
• Manages the preparation, coordination, debriefing, and follow-up of annual eco-certification audits with the highest possible certification.</p><p>
• 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.</p><p>
• Coordinates clear internal &amp; external communications on targets, achievements, activities, and projects to all stakeholders.</p>