Join Red Sea Global Hospitality and become part of a team leading the change in responsible development and regenerative tourism.

Job Title: Guest Experience Manager

Department: Front Office

Reporting to: Front Office Manager / Director of Rooms

About Us

Welcome to the next generation of hospitality excellence. We're on a mission to recruit the finest in our industry, seize the opportunity to become part of this pioneering team. Our ethos is deeply rooted in Respect, Responsibility, Passion, and Collaboration, values that guide us in creating extraordinary experiences for our guests and a thriving workplace for our team. We offer more than just a job—we provide an opportunity to shape the future of luxury hospitality.

The Role

As a Guest Experience Manager, you will play a critical role in creating memorable, personalized experiences for our guests, ensuring their needs are met with the utmost attention to detail. You will be the key point of contact for all guests, maintaining the highest standards of service, guest satisfaction, and operational efficiency.

The Guest Experience Manager acts as a brand ambassador for Red Sea Global Hospitality, establishing a lasting impression through professional, personalized, and anticipatory service. You will oversee the entire guest journey , from pre-arrival arrangements to post-departure follow-ups, ensuring every touchpoint is seamless, emotionally engaging, and aligned with our brand values.

Your role involves handling guest inquiries, resolving issues, and providing bespoke services, all while promoting a welcoming and friendly environment. You will also collaborate closely with all operational departments to deliver a consistently exceptional and integrated guest experience.

This role reports directly to either the Front Office Manager or the Director of Rooms, with a strong emphasis on collaboration across departments to ensure operational excellence and guest satisfaction.

At Red Sea Global Hospitality, we take great pride in representing our resorts and the Kingdom of Saudi Arabia to visitors from around the globe. We uphold a values-led culture for both our guests and our colleagues, and we collaborate closely to deliver unparalleled service excellence.

Key Areas of Responsibilities

Please note that the responsibilities outlined below are not exhaustive. Red Sea Global Hospitality employees continuously innovate in caring for the needs of the business, their guests, and their colleagues. As Guest Experience Manager, you will need to:

Guest Experience

Act as the primary point of contact for all VIP, high-profile, and repeat guests, ensuring a personalized and seamless experience that exceeds expectations throughout their journey.

Oversee the entire guest journey, from pre-arrival planning and in-stay experiences to post-departure follow-up, ensuring every touchpoint reflects our brand values and service excellence.

Anticipate guest needs and provide proactive, thoughtful solutions to enhance their overall stay.

Handle guest concerns or complaints with professionalism and urgency, ensuring swift resolution and effective follow-up to maintain high satisfaction levels.

Ensure guest preferences, special occasions, and individual requests are captured and communicated clearly to relevant departments, resulting in flawless execution.

Monitor, analyze, and respond to guest feedback (including surveys and direct comments), implementing corrective actions and driving continuous improvement.

Team Leadership & Development

Lead, motivate, and train the Guest Experience team, ensuring high standards of service and professionalism at all times.

Provide coaching and development opportunities for team members to enhance guest service skills and knowledge.

Conduct daily briefings with the Guest Experience team, ensuring clear communication of information, guest expectations, and any special requirements.

Collaborate with other departments to ensure seamless coordination and enhance the overall guest experience.

Operational Efficiency

Oversee guest arrival and departure processes, ensuring smooth transitions and a flawless guest journey from check-in to check-out.

Ensure that all guest interactions, including check-ins, check-outs, and inquiries, are handled efficiently, maintaining the highest level of guest service standards.

Maintain accurate records of guest interactions, preferences, and service issues, ensuring relevant information is shared with appropriate departments.

Coordinate with the Front Office, Housekeeping, and F&B teams to ensure a smooth and consistent guest experience across all service areas.

Guest Engagement & Loyalty

Build and maintain strong relationships with returning and VIP guests, ensuring personalized service and recognition of loyalty.

Proactively identify opportunities to exceed guest expectations, offering bespoke services, upgrades, and special touches.

Promote and implement guest recognition programs, loyalty initiatives, and other strategies to increase guest retention and satisfaction.

Communication & Collaboration

Serve as a liaison between guests and other hotel departments to ensure the smooth delivery of services and address any guest concerns.

Maintain detailed records of guest preferences and requests, ensuring consistency in service delivery and personalization across shifts.

Actively collaborate with other hotel teams to resolve any issues that may impact the guest experience, ensuring quick problem resolution.

Reporting & Feedback

Provide detailed reports on guest relations performance, guest satisfaction levels, and team performance to the Front Office Manager or Director of Rooms.

Recommend service improvements based on guest feedback and insights, working with management to implement changes.

Prepare and deliver regular reports on VIP guest feedback, departmental operations, and any other relevant guest relations information.

In Return, What We Offer

Exciting opportunities for personal and professional development at all levels, featuring targeted development programs aimed at equipping you for your next career move.

Competitive compensation package.

Access to exclusive perks, complimentary nights, and benefits within Red Sea Global Hospitality.

Health Insurance coverage whilst in service.

A supportive and inclusive work environment that values diversity and collaboration.

Employee Recognition Programs.

Daily meals on duty and uniform dry-cleaning services.

Year-round events of social, wellness programs, charity drives, and sports activities.

Accessibility and Adjustments

We welcome all applicants and are keen to ensure our employees reflect the diversity of the Kingdom of Saudi Arabia and the communities we serve. We are committed to providing reasonable adjustments throughout our recruitment process and we’ll always endeavor to be as accommodating as possible. If you would like to discuss any specific requirements, please get in touch with us.

Red Sea Global Hospitality is an equal opportunity employer committed to diversity and inclusion in the workplace. We encourage individuals from all backgrounds to apply.

Show more Show less

وصف الوظيفة