Guest Relation Supervisor Raffles The Red Sea (Saudi National)

Key Responsibilities

Guest Experience Leadership:

• Lead by example in delivering refined anticipatory and personalized service to all guests.

• Ensure consistent recognition of VIPs repeat guests and special occasions throughout the guest journey.

• Act as the primary escalation point for guest concerns ensuring swift elegant and effective resolution.

• Conduct service recovery with empathy discretion and authority to restore guest confidence and loyalty.

Team Supervision & Coaching:

• Supervise daily operations of the Guest Relations Hosts ensuring staffing coverage and service standards are maintained.

• Coach mentor and motivate team members to uphold Raffles service culture and etiquette standards.

• Provide on-the-job training performance feedback and support to develop service excellence.

• Assist in conducting performance evaluations and identifying training needs.

VIP & Special Handling:

• Oversee VIP arrival in-house and departure arrangements ensuring all preferences and amenities are delivered accurately.

• Coordinate closely with Concierge Butler Service Housekeeping and Food & Beverage to execute bespoke guest experiences.

• Maintain strong relationships with internal stakeholders to ensure seamless service delivery.

Operational Excellence:

• Ensure accurate documentation of guest preferences feedback and service recovery actions in the hotel systems.

• Participate in daily briefings handovers and service meetings to align guest priorities.

• Support Front Office leadership with reports related to guest satisfaction feedback trends and service recovery.

Standards Brand & Compliance:

• Uphold and enforce Raffles grooming etiquette and communication standards at all times.

• Act as a guardian of the Raffles brand heritage and service philosophy.

• Ensure confidentiality discretion and compliance with hotel policies safety and security procedures.

Qualifications :

Qualifications & Experience:

• Minimum 35 years of experience in Guest Relations Front Office or Guest Experience roles within a luxury or five-star hotel environment.

• Previous supervisory or team-leading experience is required.

• Degree or diploma in Hospitality Management or related field preferred.

• Experience with property management systems (Opera or equivalent) is an advantage.

Skills & Competencies:

• Strong leadership and coaching abilities.

• Exceptional interpersonal and communication skills.

• High emotional intelligence and cultural awareness.

• Proven service recovery and problem-solving expertise.

• Strong organizational skills and attention to detail.

• Proficiency in Microsoft Office and hotel systems.

• Fluency in English required; additional languages are highly desirable.

Personal Attributes:

• Polished confident and professional presence.

• Calm decisive and gracious under pressure.

• Passionate about luxury hospitality and guest satisfaction.

• Flexible to work shifts including weekends and holidays.

• Trustworthy discreet and service-oriented.

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