Guest Relations Manager Fairmont The Red Sea (Saudi National)

About Fairmont Hotels & Resorts

Fairmont Hotels & Resorts is establishing Raffles & Fairmont the Red Sea within the Red Sea Project in Tabuk, Saudi Arabia. This development will feature two nature-focused resorts, offering 361 rooms, 11 distinct dining concepts including an overwater restaurant, and a spa. The project aims to provide visitors with access to unique natural environments.

Role Summary

Fairmont Hotels & Resorts is seeking a Guest Relations Manager for its Fairmont The Red Sea property. This full-time role, based in Umluj or Tabuk, requires a Saudi National with 5-10 years of experience. The Guest Relations Manager is responsible for ensuring an exceptional guest experience, particularly for VIPs, from arrival to departure. This position involves managing guest relations operations, addressing concerns, and coordinating with various departments to deliver personalized service that consistently exceeds expectations.

Key Responsibilities

• Oversee the entire guest journey, including personalized welcome, farewell, and feedback collection.
• Develop and implement initiatives to enhance overall guest satisfaction.
• Maintain detailed knowledge of daily activities, attractions, transportation, and local services to assist guests.
• Serve as the primary point of contact for guest special requests, ensuring timely and professional resolution.
• Ensure smooth à la carte restaurant bookings handled by the Guest Relations team.
• Handle escalated guest complaints efficiently, including proper follow-up and documentation.
• Review Service Recovery reports and implement corrective actions as needed.
• Coordinate special services and amenities for VIP guests, ensuring preferences are met.
• Identify upcoming VIP arrivals and communicate details promptly to the General Manager and EAM.
• Supervise VIP room blocking, follow up on special requests, escort VIPs, and conduct in-room check-ins when required.
• Manage Guest Relations staffing, including scheduling, training, performance management, coaching, and discipline.
• Conduct effective shift briefings and ensure staff compliance with greeting standards and complaint-handling procedures.
• Work closely with all hotel departments to ensure seamless service delivery and coordinate restaurant reservation processes with the F&B team.
• Ensure full compliance with hotel SOPs, LQA standards, brand standards, and ISO Integrated Management Systems.
• Collect, analyze, and report guest feedback and satisfaction metrics.
• Ensure guest reviews on social media platforms are responded to within 24 hours.
• Maintain lobby standards, ensuring cleanliness, presentation, and readiness of guest-facing areas.

Qualifications and Experience

• 5-10 years of experience in guest relations or a similar hospitality role.
• Proven ability to manage guest relations operations and address guest concerns effectively.
• Experience in overseeing front office guest-facing areas and supervising staff.
• Strong understanding of hotel service and hospitality standards.
• Demonstrated leadership skills in team management, training, and performance evaluation.

Required Skills

• Exceptional interpersonal and communication skills.
• Strong problem-solving abilities and a proactive approach to guest satisfaction.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Proficiency in relevant hotel management systems and software.
• Commitment to upholding high standards of service excellence and brand reputation.

Work Environment

This full-time position is based at Fairmont The Red Sea, located in Umluj or Tabuk, within the groundbreaking Red Sea Project. The role involves working in a dynamic resort environment focused on delivering high-quality guest experiences.