Guest Relations Manager - Fairmont The Red Sea (Saudi National)
Core
Manage all guest relations operations to ensure seamless and exceptional experiences for all guests, particularly VIPs, from arrival to departure.
Role type
Guest Relations Manager (Luxury Hotel)
Builds
Personalized guest journeys, VIP amenities, and high-satisfaction service standards for Raffles & Fairmont the Red Sea.
Domain
Luxury Hospitality / Ultra-luxury wellness resorts
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Guest experience management, VIP relations, service recovery, team leadership, scheduling, training, performance management, complaint handling, SOP compliance, feedback analysis, restaurant coordination
Preferred skills
Pre-opening operations, project coordination, wellness facility setup, creating culturally relevant wellness experiences, Russian language proficiency
Technologies
ISO Integrated Management Systems, LQA standards
Responsibilities
Oversee the full guest journey including personalized welcome and farewell; Handle escalated guest complaints and implement corrective actions; Coordinate special services and amenities for VIP guests; Manage Guest Relations staffing including scheduling, training, and performance evaluations; Collect and analyze guest feedback and social media reviews; Ensure compliance with hotel SOPs and brand standards.
Seniority
Senior, hands-on IC with team management