Guest Relations Manager

Company Description

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.

Job Description

Essential Functions

• 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.

Main Duties and Responsibilities

Guest Experience Management

• 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.

Complaints Handling & Service Recovery

• 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.

VIP Relations

• 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.

Team Leadership & People Management

• 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.

Collaboration & Compliance

• 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.

Feedback & Brand Management

• 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.

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 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.

Additional Information

• Strong understanding of ultra-luxury wellness concepts and brand alignment.
• Experience in pre-opening operations, project coordination, and setup of wellness facilities is highly preferred.
• Ability to create innovative and culturally relevant wellness experiences aligned with the Red Sea destination.
• A proactive, anticipatory approach with a strong sense of accountability and ownership.
• Impeccable grooming and personal presentation aligned with luxury standards.