Guest Relations Manager

Guest Relations Manager - Rosewood Red Sea

The Guest Relations Manager at Rosewood Red Sea is a pivotal role responsible for orchestrating a seamless, personalized, and unforgettable guest journey. This position leads the Guest Relations team, ensuring every touchpoint reflects our luxury standards and exceeds guest expectations.

• Lead the daily operations of the Guest Relations team and collaborate with the wider Guest Experience operation.
• Oversee guest personalization, pre-arrival planning, special requests, and service recovery across the guest journey.
• Ensure accurate maintenance of guest preferences, profiles, traces, alerts, and stay history through relevant systems.
• Coordinate pre-arrival planning for VIPs, repeat guests, special occasions, and priority arrivals.
• Prepare and distribute guest movement updates, VIP resumes, and notices to relevant departments.
• Oversee the coordination of amenities, decorations, flowers, beverages, pastries, and other guest arrangements.
• Monitor guest feedback and ensure prompt resolution of service concerns.
• Handle guest concerns and complaints professionally, ensuring effective follow-up.
• Maintain a visible presence in guest areas to support service delivery and guest engagement.
• Ensure accurate communication and execution of group arrivals, rooming lists, and special requests.
• 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.
• 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.
• Collaborate with Front Desk, Butlers, Housekeeping, In-Room Dining, and other departments for smooth guest journey coordination.
• Assist in updating SOPs, policies, and procedures to strengthen the operation.
• Perform guest check-in and check-out procedures, 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 in driving team engagement, coaching, and developing associates.
• Excellent communication, interpersonal, and leadership skills.
• Fluency in English; proficiency in additional languages is an asset.
• Ability to work flexible hours, including evenings, weekends, and holidays.