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

Accor Hotels; Umluj; On-site; SAR 60,000 - 80,000; Full time

Job summary

A luxury hotel chain in Umluj, Saudi Arabia, is seeking a Guest Relations Manager to enhance guest experiences through leadership and innovative solutions. The ideal candidate will engage with guests, manage feedback, and develop unique touchpoints that ensure memorable stays. Responsibilities include leading the Guest Relations team, fostering guest loyalty, and maintaining operational excellence. This position requires exceptional interpersonal skills, a proactive approach, and a strong sense of ownership aligned with luxury standards.

Qualifications

• Experience in project coordination, scheduling, and document control during pre-Opening stages.
• Understanding of Ultra-Luxury guest expectations and brand alignment.
• Ability to exercise good judgment with challenging guests.

Responsibilities

• Engage with guests to ensure their needs are exceeded.
• Lead and mentor the Guest Relations team.
• Develop unique guest touchpoints for memorable experiences.
• Proactively identify and implement improvements in guest services.
• Manage guest feedback and satisfaction effectively.

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 rooms, eleven distinct dining concepts, including an 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 islands, dormant volcanoes, rich marine habitat, and ancient archaeological sites.

Job Description

Job Summary

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 of the feedback received, record glitches and ensure full closure.
  • Alert senior management.
  • 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 any other key operational areas determined by management 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.
  • Ensure 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.
  • Assure 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.
• Able 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.