Guest Relation Manager Fairmont the Red Sea (Saudi National)

JOB SUMMARY

The Guest Relations Manager is the face of the property embodying its values and standards while creating exceptional guest experiences. This leadership role requires a dynamic individual who thrives on presence guest engagement and leading from the front. The Guest Relations Manager ensures every guest interaction is personalized and memorable fostering loyalty and a strong emotional connection with the brand. Open to change and a driver of innovation the ideal candidate is a visionary who proactively brings fresh ideas to enhance guest satisfaction and operational excellence.

KEY ROLES & RESPONSIBILITIES

1. Guest Engagement:

Serve as the primary point of contact for VIPs and regular guests ensuring their needs and expectations are exceeded.

Actively engage with guests throughout the property offering assistance gathering feedback and creating personalized experiences.

o Actioning any of the feedback received record glitches and ensure full closure.

o Alert senior management

Anticipate guest needs by utilizing guest history and preferences to deliver tailored service.

2. Leadership and Presence:

Lead by example demonstrating a professional and approachable demeanor at all times.

Be visible during peak times in the lobby F&B outlets Fairmont Club Recreation areas at events and any other key operational areas determined my management to enhance guest interaction.

Mentor and inspire the Guest Relations team to embody the hotels standards and values.

Liaises closely with Concierge and Fairmont Club for Hotel events special VIP requests or preparations

Supervise the Guest Relations Supervisor/Officers and prepares the weekly duty rosters.

3. Memorable Experiences:

Develop and implement unique guest touchpoints and personalized moments that leave lasting impressions.

Collaborate with other departments to curate bespoke experiences that align with the propertys brand.

Checks all VIP rooms prior to arrival and ensures that the correct standard (allocations amenities and special requests) is maintained.

repeat guests high paying guests high profile guests and other VIPs receive special recognition and service

4. Innovation and Change Management:

Proactively identify areas for improvement propose innovative solutions and lead the implementation of changes.

5. Operational Excellence:

Oversee the smooth operation of the Guest Relations team ensuring efficiency and alignment with the propertys standards.

Manage guest feedback resolving concerns promptly and effectively while ensuring long-term satisfaction.

Monitor key performance indicators (KPIs) related to guest satisfaction and loyalty.

Ensures lobby presence at all times

Keeps the immediate manager fully informed of all problems or unusual matters of significance.

Maintains Transparent and open line of communication coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently

Works closely with the Butler Team to maximize the potential of both departments

6. Brand Ambassador:

Build strong relationships with repeat guests influencers and partners to foster advocacy for the hotel.

7. Additional Responsibilities:

Performs related duties and special projects assigned by Senior Management.

Assures the upkeep and cleanliness of the Guest Relations desk and lobby at all times.

Qualifications :

WORK ENVIRONMENT:

High visibility and engagement in guest-facing areas.

Flexibility to work evenings weekends and holidays as required by the operation.

SKILLS AND ATTRUBUTES

Exceptional interpersonal and communication skills.

Proactive resourceful and solutions-driven.

Able to exercise good judgment with challenging guests

Strong leadership capabilities with the ability to inspire and motivate a team.

Detail-oriented with a passion for creating unique guest experiences.

Additional Information :

• Understanding of Ultra-Luxury guest expectations and brand alignment.
• experience in project coordination scheduling and document control during pre-Opening stages.
• Experience in pre-Opening is a must.
• A proactive anticipatory approach with a strong sense of ownership and accountability.
• Impeccable grooming and personal presentation aligned with Luxury standards.

Remote Work :

No

Employment Type :

Full-time