Guest Relations Manager

Overview

Rosewood Red Sea is seeking a Guest Relations Manager to oversee the guest relations function and deliver a polished, highly personalized experience at every step of the guest journey. The role is central to pre-arrival coordination, recognition of repeat and VIP guests, tailored in-stay service, special arrangements, and effective service recovery, all aligned with luxury service expectations.

In this position, you will guide the team in anticipating guest needs, keeping guest profiles and preferences accurate and current, and working closely with operational teams to ensure thoughtful, consistent, and refined service across the resort.

Key Responsibilities

• Run the day-to-day guest relations operation and provide support to the broader guest experience team.
• Manage guest personalization efforts, pre-arrival preparation, special requests, and service recovery throughout the guest stay.
• Review, maintain, and communicate guest preferences, profiles, traces, alerts, and stay history through the appropriate systems.
• Coordinate advance planning for VIP guests, repeat visitors, celebrations, and other priority arrivals.
• Prepare and share guest movement briefings, VIP summaries, and related notices with the right departments.
• Ensure VIP rooms, welcome amenities, occasion setups, and in-room arrangements are prepared, checked, and delivered to the required standard.
• Oversee the arrangement of amenities, flowers, beverages, pastries, decorations, and other guest-facing touches.
• Track guest feedback, online reviews, and survey inputs, and make sure service issues are recorded and followed up internally.
• Handle complaints and concerns with professionalism, ensuring fast resolution and proper follow-through.
• Keep a visible presence in guest-facing areas to strengthen engagement and service quality.
• Ensure group arrivals, rooming lists, and special requests are communicated clearly and delivered accurately.
• Maintain up-to-date knowledge of rooms, facilities, guest programs, offers, and in-house activities.
• Monitor adherence to Rosewood brand expectations and quality benchmarks such as LQA, FHR, and Forbes.
• Encourage creativity and personalization to elevate the overall guest experience.
• Support upselling by promoting rooms, services, and resort facilities where appropriate.
• Lead, motivate, and support the Guest Relations team to uphold high service standards and strong team engagement.
• Assist with training, coaching, onboarding, and ongoing development of Guest Relations associates.
• Work in close coordination with Front Desk, Butlers, Housekeeping, In-Room Dining, and other departments to ensure smooth guest journey execution.
• Contribute to updates of SOPs, policies, and procedures to improve operational effectiveness.
• Carry out check-in and check-out duties when needed, ensuring the process is accurate, efficient, and personalized.
• Step in as Duty Manager when required to address guest issues, operational concerns, and service recovery in line with resort standards.

Qualifications & Experience

• 3 to 5 years of experience in Guest Relations, Front Office, or luxury guest service operations, including 2 to 3 years in a leadership capacity.
• Practical experience in Front Office work such as check-in, check-out, cashiering, and Duty Manager responsibilities.
• Prior work in a luxury or ultra-luxury hotel or resort is strongly preferred.
• Strong expertise in guest personalization, VIP handling, service recovery, and pre-arrival planning.
• Experience with VIP, repeat guest, and high-profile guest recognition programs is highly desirable.
• Solid operational understanding of guest profiles, traces, preferences, and Front Office systems.
• Hands-on proficiency with Property Management Systems, including profile management, traces, room coordination, and service follow-up.
• Experience working closely with Front Desk, Butlers, Housekeeping, and related operational teams.
• Pre-opening exposure is considered an advantage.
• Strong leadership, communication, and interpersonal abilities.
• Excellent attention to detail and a professional, guest-focused approach.
• Ability to manage guest issues with confidence, discretion, and empathy.
• Knowledge of luxury service standards such as Forbes and LQA is preferred.

Additional Information

This position is based in Saudi Arabia and is a full-time, onsite role.

No stipend or salary amount was specified in the source information.