Guest Relations Manager – Luxury Hotel (Saudi National)

About the role

The Guest Relations Manager will ensure a seamless, exceptional experience for all guests at the Fairmont Red Sea resort, with a special focus on VIP clientele. Reporting to senior hotel leadership, the role combines front‑office oversight, guest‑service recovery, and team leadership in a luxury, ultra‑high‑end environment.

Key responsibilities

• Oversee the complete guest journey from arrival to departure, handling personalized welcomes, farewells, and feedback collection.
• Manage guest‑relations operations, including supervision of Guest Relation Supervisors, Agents, and Lobby Hostesses.
• Coordinate VIP services, room blocking, special requests, and in‑room check‑ins to exceed high‑expectation standards.
• Handle escalated complaints, drive service recovery actions, and present guest issues in management meetings.
• Collaborate with all hotel departments, especially F&B, to ensure smooth restaurant reservations and overall service delivery.
• Collect, analyse, and report guest satisfaction metrics, responding to online reviews within 24 hours.

Required profile

• Diploma or degree in Hospitality or a related field.
• Minimum 5–7 years of experience in a luxury 5‑star hotel environment, preferably with pre‑opening exposure.
• Strong multilingual communication skills; fluency in English required, Russian considered a strong advantage.
• Proven background in Guest Relations, Front Office operations, VIP handling, and service recovery.
• Impeccable grooming and personal presentation aligned with ultra‑luxury standards.