مدير علاقات النزلاء

OVERVIEW

At Rosewood Red Sea, the Guest Relations Manager is responsible for leading the Guest Relations operation and ensuring a seamless, personalized, and memorable experience across every stage of the guest journey. This role plays a key part in pre-arrival planning, guest recognition, in-stay personalization, special arrangements, and service recovery, ensuring each guest interaction reflects Rosewood’s luxury standards.

The Guest Relations Manager will lead the team in anticipating guest needs, maintaining accurate guest preferences and profiles, and coordinating closely with operational departments to deliver refined, thoughtful, and highly personalized service throughout the resort.

KEY RESPONSIBILITIES

• Lead the daily operation of the Guest Relations team and support the wider Guest Experience operation.
• Oversee guest personalization, pre-arrival planning, special requests, and service recovery across the guest journey.
• Ensure guest preferences, profiles, traces, alerts, and stay history are reviewed, updated, and communicated accurately through relevant systems.
• Coordinate pre-arrival planning for VIPs, repeat guests, special occasions, and other priority arrivals.
• Prepare and distribute guest movement updates, VIP resumes, and notices to relevant departments.
• Ensure VIP rooms, amenities, special occasion setups, and in-room arrangements are prepared, inspected, and delivered to standard.
• Oversee the coordination of amenities, decorations, flowers, beverages, pastries, and other guest arrangements.
• Monitor guest feedback, online reviews, and survey channels, ensuring service concerns are logged and followed up internally.
• Handle guest concerns and complaints professionally, ensuring prompt resolution and effective follow-up.
• Maintain a visible presence in guest areas to support service delivery and guest engagement.
• Ensure group arrivals, rooming lists, and special requests are communicated and executed accurately.
• Maintain strong knowledge of the resort’s rooms, facilities, guest programs, promotions, and in-house activities.
• Monitor compliance with Rosewood brand standards and quality standards including LQA, FHR, and Forbes.
• Drive creativity and personalization in the guest journey to enhance the overall guest experience.
• Support upselling and revenue opportunities by encouraging the promotion of rooms, services, and resort facilities.
• Lead, support, and motivate the Guest Relations team to maintain high service standards and strong team engagement.
• Support training, coaching, onboarding, and development of Guest Relations associates.
• Work closely with Front Desk, Butlers, Housekeeping, In-Room Dining, and other departments to ensure smooth coordination across the guest journey.
• Assist in updating SOPs, policies, and procedures to strengthen the operation.

· Perform guest check-in and check-out procedures when required, ensuring accuracy, efficiency, and a personalized guest experience.

· Act as Duty Manager when required, handling guest concerns, operational matters, and service recovery in line with resort standards.

QUALIFICATIONS & EXPERIENCE

· Minimum 3-5 years of experience in Guest Relations, Front Office, or luxury guest service operations, with at least 2-3 years in a leadership role.

• Hands-on experience in Front Office operations, including check-in, check-out, cashiering, and Duty Manager responsibilities.
• Previous experience in a luxury or ultra-luxury hotel or resort environment is highly preferred.
• Strong background in guest personalization, VIP handling, service recovery, and pre-arrival planning.
• Experience in handling VIP, repeat, and high-profile guest recognition programs is highly preferred.
• Strong operational knowledge of guest profiles, traces, preferences, and Front Office systems.
• Proficiency in Property Management Systems (PMS), with hands-on expertise in guest profile management, traces, room coordination, and service follow-up.
• Experience coordinating closely with Front Desk, Butlers, Housekeeping, and other operational departments.
• Pre-opening experience is an advantage.
• Strong leadership, communication, and interpersonal skills.
• High attention to detail and a strong sense of professionalism and guest care.
• Ability to handle guest concerns with confidence, discretion, and empathy.
• Strong understanding of luxury service standards such as Forbes and LQA is preferred.