Guest Experience Assistant Manager

FAIRMONT; Riyad Al Khabra; On-site; SAR 150,000 - 200,000; Full time

Job summary

A luxury hotel group in Riyadh is looking for a Guest Experience Assistant Manager to oversee guest services and ensure exceptional customer experiences. This role involves handling complex guest inquiries, training staff, and collaborating with departments to enhance satisfaction. Ideal candidates will have a Bachelor's degree in Hospitality Management and 3-5 years of experience in luxury settings. Fluency in English is required, and Arabic is highly preferred. Join a dynamic team that values diversity and inclusion.

Qualifications

• 3-5 years of experience in hospitality or customer service management.
• Ability to work flexible hours, including weekends and holidays.
• Knowledge of Saudi Arabian culture and customs.

Responsibilities

• Assist in managing and coordinating guest services.
• Support the Guest Experience Manager in training staff.
• Handle guest inquiries and complaints in a professional manner.

Skills

Exceptional customer service skills

Excellent communication and interpersonal skills

Demonstrated leadership abilities

Strong problem-solving skills

Fluency in English

Education

Bachelor's degree in Hospitality Management or related field

Tools

Hospitality management software

Microsoft Office suite

Job description

Job Description

We are seeking a dedicated and customer-focused Guest Experience Assistant Manager to join our team in Riyadh, Saudi Arabia. In this role, you will be responsible for ensuring exceptional guest experiences and supporting the Guest Experience Manager in overseeing daily operations.

Responsibilities

• Assist in managing and coordinating guest services to ensure the highest level of customer satisfaction
• Support the Guest Experience Manager in supervising and training front-of-house staff
• Handle complex guest inquiries, requests, and complaints in a professional and timely manner
• Collaborate with various departments to ensure seamless guest experiences across all touchpoints
• Implement and maintain standard operating procedures for guest services
• Monitor and analyze guest feedback to identify areas for improvement
• Assist in developing and implementing strategies to enhance guest satisfaction and loyalty
• Ensure compliance with hotel policies, procedures, and local regulations
• Participate in creating and managing guest experience initiatives and special events
• Support the management of departmental budgets and resources

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field
• 3-5 years of experience in hospitality or customer service management, preferably in a luxury hotel or resort setting
• Exceptional customer service skills with a strong focus on guest satisfaction
• Excellent communication and interpersonal skills
• Demonstrated leadership abilities and experience in team management
• Strong problem-solving and conflict resolution skills
• Proficiency in hospitality management software and Microsoft Office suite
• Ability to work flexible hours, including weekends and holidays
• Knowledge of hospitality industry standards and best practices
• Understanding of Saudi Arabian culture and customs
• Fluency in English; Arabic language skills highly preferred
• Hospitality industry certifications (e.g., Certified Hospitality Supervisor) are a plus

Additional Information

Guest Experience Assistant Manager – Your Team and Working Environment:

Join our Guest Experience team in a leadership role focused on supporting daily operations and elevating the overall guest journey. As a Guest Experience Assistant Manager, you will assist in overseeing guest services, handling escalations, coaching team members, and working closely with other departments to ensure service excellence and consistency.

We foster a collaborative and supportive work environment built on teamwork, respect, and continuous improvement. As a key support to the Guest Experience Manager, your leadership, attention to detail, and commitment to guest satisfaction will help create an environment where guests feel valued, confident, and well cared for.

Our Commitment to Diversity & Inclusion:

We are committed to building an inclusive workplace that values diversity and empowers individuals from all backgrounds to grow, lead, and contribute with integrity, passion, and purpose.