Guest Relations Manager - Fairmont The Red Sea (Saudi National)

Raffles & Fairmont the Red Sea, positioned in the kingdom's groundbreaking Red Sea Project, will provide visitors access to two nature-focused resorts. With 361 rooms, 11 distinct dining concepts, including overwater restaurant with views of the Red Sea and the mangroves, and a Spa.

Responsibilities

Ensure a seamless and exceptional guest experience for all guests, particularly VIPs, from arrival to departure.; Manage all guest relations operations, addressing guest concerns and coordinating with departments to deliver personalized service that exceeds expectations.; Oversee Front Office guest-facing areas, including supervision of Guest Relation Supervisors, Guest Relation Agents, and Lobby Hostesses.; Maintain high guest satisfaction levels by handling special requests and consistently upholding the hotel’s service and hospitality standards.; Act as a key contributor to service excellence, guest loyalty, and brand reputation.; Oversee the full guest journey from arrival to departure, including personalized welcome, farewell, and feedback collection.; Develop and implement guest experience initiatives to enhance overall guest satisfaction.; Maintain detailed knowledge of daily activities, attractions, transportation, and local services to assist guests effectively.; Serve as the primary point of contact for guest special requests, ensuring timely and professional resolution.; Ensure smooth and hassle-free à la carte restaurant bookings handled by the Guest Relations team.; Handle escalated guest complaints efficiently with proper follow-up and documentation.; Review Service Recovery reports, Duty Manager/Night Manager logs, and implement corrective actions where required.; Guide the team in resolving guest concerns based on empowerment guidelines.; Participate in management meetings, present guest issues, and collaborate with operations teams on action plans.; Coordinate special services and amenities for VIP guests, ensuring preferences are met to the highest standards.; Identify upcoming VIP arrivals and communicate details promptly to the General Manager and EAM.; Supervise VIP room blocking, follow up on special requests, escort VIPs, conduct in-room check-ins when required, and spot-check VIP rooms.; Manage Guest Relations staffing, including scheduling, training, performance management, coaching, and discipline.; Promote upselling based on service excellence and ethical practices.; Conduct effective shift briefings to communicate operational requirements and hotel activities.; Ensure staff comply with greeting standards and complaint-handling procedures.; Train, coach, and mentor Guest Relations team members to enhance performance and guest impressions.; Conduct regular team meetings and performance evaluations to sustain a motivated, high-performing team.; Work closely with all hotel departments to ensure seamless service delivery.; Coordinate with the F&B team to ensure smooth restaurant reservation processes.; Ensure full compliance with hotel SOPs, LQA standards, brand standards, and ISO Integrated Management Systems.; Collect, analyze, and report guest feedback and satisfaction metrics.; Ensure guest reviews on social media platforms are responded to within 24 hours.; Maintain lobby standards, ensuring cleanliness, presentation, and readiness of guest-facing areas.

Requirements

Diploma or Degree in Hospitality or a related field.; Minimum 5–7 years of experience in a luxury 5-star hotel environment.; Strong multilingual communication skills , including proficiency in English , with the ability to communicate effectively in Russian, considered a strong advantage.; Strong background in Guest Relations, Front Office operations, VIP handling, and service recovery .; Proven leadership, communication, and guest engagement skills , with the ability to manage teams and deliver exceptional guest experiences.