Guest Relation Manager - Fairmont the Red Sea (Saudi National)

Accor; Saudi Arabia; On-site; SAR 150,000 - 200,000; Full time

Job summary

A luxury hospitality company in Saudi Arabia is seeking a Guest Relations Manager to enhance guest experiences and foster loyalty. The ideal candidate will lead the Guest Relations team, ensuring personalized interactions and operational excellence. Responsibilities include engaging with guests, resolving feedback, and mentoring staff. Experience in ultra-luxury environments and project coordination is essential. This is an excellent opportunity for a proactive leader who values guest satisfaction and brand representation.

Qualifications

• Experience in pre-Opening is a must.
• Ability to exercise good judgment with challenging guests.
• Flexibility to work evenings, weekends, and holidays.

Responsibilities

• Serve as the primary point of contact for VIPs and regular guests.
• Lead by example, ensuring professional presence.
• Resolve guest concerns promptly and effectively.
• Develop and implement unique guest touchpoints.

Skills

Exceptional interpersonal and communication skills

Proactive, resourceful, and solutions-driven

Strong leadership capabilities

Detail-oriented

Job description

Company Description

Raffles & Fairmont the Red Sea, positioned in the kingdom's groundbreaking Red Sea Project, will provide visitors access to a nature-focused resort with 361 room, eleven distinct dining concepts, including overwater restaurant with views of the Red Sea and the mangroves, and a Spa. The resort will be situated next to an 18-hole championship golf course, reflecting Fairmont's association as a world class golf destination. It will set new standards in sustainable development, positioned on 200km of untouched coastline, an archipelago of more than 90 unspoiled island, dormant volcanoes, rich marine habitat, and ancient archaeological sites.

Job Description

The Guest Relations Manager is the face of the property, embodying its values and standards while creating exceptional guest experiences. This leadership role requires a dynamic individual who thrives on presence, guest engagement, and leading from the front. The Guest Relations Manager ensures every guest interaction is personalized and memorable, fostering loyalty and a strong emotional connection with the brand. Open to change and a driver of innovation, the ideal candidate is a visionary who proactively brings fresh ideas to enhance guest satisfaction and operational excellence.

Key Roles & Responsibilities

Guest Engagement

• Serve as the primary point of contact for VIPs and regular guests, ensuring their needs and expectations are exceeded.
• Actively engage with guests throughout the property, offering assistance, gathering feedback, and creating personalized experiences.
• Action any feedback received, record glitches and ensure full closure.
• Alert senior management of any significant issues.
• Anticipate guest needs by utilizing guest history and preferences to deliver tailored service.

Leadership and Presence

• Lead by example, demonstrating a professional and approachable demeanor at all times.
• Be visible during peak times in the lobby, F&B outlets, Fairmont Club, recreation areas, at events, and key operational areas to enhance guest interaction.
• Mentor and inspire the Guest Relations team to embody the hotel’s standards and values.
• Liaise closely with Concierge and Fairmont Club for hotel events, special VIP requests or preparations.
• Supervise the Guest Relations Supervisor/Officers and prepare the weekly duty rosters.

Memorable Experiences

• Develop and implement unique guest touchpoints and personalized moments that leave lasting impressions.
• Collaborate with other departments to curate bespoke experiences that align with the property’s brand.
• Check all VIP rooms prior to arrival and ensure that the correct standard (allocations, amenities and special requests) is maintained.
• Repeat guests, high‑paying guests, high‑profile guests and other VIPs receive special recognition and service.

Innovation and Change Management

• Proactively identify areas for improvement, propose innovative solutions, and lead the implementation of changes.

Operational Excellence

• Oversee the smooth operation of the Guest Relations team, ensuring efficiency and alignment with the property’s standards.
• Manage guest feedback, resolving concerns promptly and effectively while ensuring long‑term satisfaction.
• Monitor key performance indicators (KPIs) related to guest satisfaction and loyalty.
• Ensure lobby presence at all times.
• Keep the immediate manager fully informed of all problems or unusual matters of significance.
• Maintain a transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
• Work closely with the Butler Team to maximize the potential of both departments.

Brand Ambassador

• Build strong relationships with repeat guests, influencers, and partners to foster advocacy for the hotel.

Additional Responsibilities

• Perform related duties and special projects assigned by Senior Management.
• Ensure the upkeep and cleanliness of the Guest Relations desk and lobby at all times.

Qualifications

Work Environment

• High visibility and engagement in guest-facing areas.
• Flexibility to work evenings, weekends, and holidays as required by the operation.

Skills and Attributes

• Exceptional interpersonal and communication skills.
• Proactive, resourceful, and solutions-driven.
• Ability to exercise good judgment with challenging guests.
• Strong leadership capabilities with the ability to inspire and motivate a team.
• Detail-oriented with a passion for creating unique guest experiences.

Additional Information

• Understanding of Ultra‑Luxury guest expectations and brand alignment.
• Experience in project coordination, scheduling, and document control during pre‑Opening stages.
• Experience in pre‑Opening is a must.
• A proactive, anticipatory approach with a strong sense of ownership and accountability.
• Impeccable grooming and personal presentation aligned with Luxury standards.