Guest Relations Manager

About the role

The Guest Relations Manager leads the Guest Relations operation at Rosewood Red Sea, ensuring every guest enjoys a seamless, personalized and memorable experience throughout their stay. This senior role coordinates pre‑arrival planning, in‑stay personalization, special arrangements and service recovery, aligning with Rosewood’s luxury standards.

Key responsibilities

• Lead daily operations of the Guest Relations team and support the broader Guest Experience function.
• Oversee guest personalization, pre‑arrival planning for VIPs, repeat guests and special occasions.
• Maintain and communicate accurate guest preferences, profiles, alerts and stay history across relevant systems.
• Prepare and distribute guest movement updates, VIP resumes and notices to all operational departments.
• Ensure VIP rooms, amenities, decorations and in‑room arrangements meet brand standards.
• Monitor guest feedback, online reviews and survey channels, logging and following up on service concerns.
• Handle guest complaints professionally, ensuring prompt resolution and follow‑up.
• Maintain a visible presence in guest areas to support service delivery and engagement.
• Collaborate closely with Front Desk, Butlers, Housekeeping, In‑Room Dining and other departments.
• Support training, coaching, onboarding and development of Guest Relations associates.

Required profile

• Proven leadership experience in luxury hospitality guest relations.
• Strong interpersonal and communication skills with the ability to anticipate guest needs.
• Excellent problem‑solving abilities and a track record of effective service recovery.
• Deep knowledge of luxury brand standards and familiarity with quality programs such as LQA, FHR and Forbes.
• Ability to work collaboratively across multiple departments in a fast‑paced resort environment.

Required skills