Guest Experience Manager – Saudi National

About the role

FAENA is seeking a Guest Experience Manager to own the complete guest journey at its upcoming resort in Saudi Arabia. The role blends visible leadership, intuitive service, and storytelling to turn every stay into an unforgettable experience.

Key responsibilities

• Own and elevate the end‑to‑end guest journey, coordinating across all departments.
• Champion Forbes standards and ensure audit readiness for all guest touchpoints.
• Personalise experiences for VIPs, repeat guests and special occasions.
• Maintain a strong, visible presence in lobby and public areas during peak periods.
• Lead guest recognition initiatives and capture guest preferences.
• Act as primary escalation point for guest concerns, delivering swift service recovery.
• Conduct daily walkthroughs, identify improvement opportunities and coach front‑line teams.
• Lead daily briefings focused on guest experience priorities.
• Collaborate with Front Office, Concierge, Butler, Housekeeping and Engineering to ensure seamless delivery.
• Oversee guest feedback, analyse trends and implement continuous‑improvement actions.
• Support operational coverage for Front Office and Butler services when required.

Required profile

• 1–2 years experience in Guest Relations, Butler Service or Front Office leadership within a luxury hotel or resort.
• Diploma or degree in Hospitality Management or a related field.
• Saudi National (as indicated in the title).

Required skills