Guest Relations Manager – Red Sea Resort

About the role

The Guest Relations Manager will ensure a seamless and exceptional experience for all guests, with a special focus on VIPs, from arrival through departure at the Fairmont Red Sea resort. This role leads the Guest Relations team, coordinates with multiple hotel departments, and upholds the brand’s high standards of service and hospitality.

Key responsibilities

• Oversee the full guest journey, including personalized welcome, farewell, and feedback collection.
• Manage Guest Relations operations, handling special requests, VIP services, and à la carte restaurant bookings.
• Supervise Guest Relation Supervisors, Agents, and Lobby Hostesses, ensuring consistent service quality.
• Handle escalated guest complaints, conduct service recovery, and implement corrective actions.
• Coordinate VIP arrivals, room blocking, special amenities, and in‑room check‑ins.
• Lead staffing activities: scheduling, training, performance management, coaching, and discipline.
• Conduct shift briefings, team meetings, and performance evaluations to maintain a motivated team.
• Collaborate with other departments and participate in management meetings to address guest issues and develop action plans.

Required profile

• Proven experience in guest relations or front‑office management within a luxury hotel environment.
• Strong leadership and people‑management skills, with the ability to train, coach, and motivate staff.
• Excellent communication and interpersonal abilities to interact with guests, especially VIPs, and internal teams.
• Ability to handle complaints and service recovery efficiently, following empowerment guidelines.
• Detail‑oriented mindset with a focus on delivering personalized, high‑quality service.

Required skills