VIP Guest Experience Lead

Accor Hotels; Umluj; On-site; SAR 279,000 - 446,000; Full time

Job summary

Raffles & Fairmont the Red Sea in Umluj, Saudi Arabia, is seeking a Guest Relations Manager to ensure a seamless, exceptional guest experience for all visitors, especially VIPs, from arrival to departure. You will lead the Guest Relations team, oversee Front Office operations, and coordinate with departments to deliver personalized service that upholds luxury standards.

Strong leadership and multilingual communication (English required; Russian a plus), plus a proactive approach to service

Qualifications

• 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 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.

Responsibilities

• Oversee guest journey from arrival to departure with personalized welcome and feedback collection.
• Develop initiatives to enhance guest satisfaction.
• Maintain knowledge of daily activities, attractions, transportation, and local services to assist guests effectively.
• Coordinate VIP services, anticipate VIP arrivals, supervise VIP rooms.
• Manage Guest Relations staffing, training, and performance.
• Collaborate with hotel departments to ensure seamless service delivery.
• Collect and report guest feedback and respond to reviews within 24 hours.

Skills

Guest relations management

Multilingual communication

Leadership & team management

Front office operations

Education

Diploma/degree in Hospitality

Job description

Raffles & Fairmont the Red Sea in Umluj, Saudi Arabia, is seeking a Guest Relations Manager to ensure a seamless, exceptional guest experience for all visitors, especially VIPs, from arrival to departure. You will lead the Guest Relations team, oversee Front Office operations, and coordinate with departments to deliver personalized service that upholds luxury standards.

Strong leadership and multilingual communication (English required; Russian a plus), plus a proactive approach to service