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 hotel’s 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 property’s 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 VIP’s 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 property’s 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 department’s

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.