Guest Relations Manager (Saudi National)

Job Description

Guest Relations Manager

Key Responsibilities

• Oversee guest relations operations to ensure personalized, high-quality service throughout the guest journey.
• Welcome, engage, and assist VIP, repeat, and high-profile guests, ensuring tailored experiences and special recognition.
• Anticipate guest needs and proactively coordinate arrangements to enhance overall satisfaction.
• Handle guest inquiries, requests, complaints, and service recovery situations with discretion, professionalism, and efficiency.
• Build and maintain strong guest relationships to encourage loyalty, advocacy, and repeat visitation.
• Coordinate closely with Front Office, Concierge, Housekeeping, Food & Beverage, and other departments to ensure seamless service delivery.
• Monitor guest preferences, profiles, and feedback to support personalized service and continuous improvement.
• Ensure guest history, preferences, and special requirements are accurately recorded and maintained within hotel systems.
• Support arrival and departure experiences, including VIP room inspections, welcome amenities, and personalized arrangements.
• Conduct regular guest interactions and follow-ups throughout the stay to ensure expectations are exceeded.
• Assist in planning and executing VIP arrivals, special occasions, celebrations, and bespoke guest experiences.
• Maintain a visible presence in public areas, engaging with guests and ensuring service standards are consistently upheld.
• Support the training, coaching, and development of team members on luxury guest relations standards and service excellence.
• Monitor guest feedback platforms and satisfaction scores, implementing actions to enhance the overall guest experience.
• Champion the SLS brand culture and contribute to maintaining exceptional guest satisfaction and reputation metrics.

Qualifications

• Previous experience in a Guest Relations Manager, Front Office Manager, Assistant Front Office Manager, Guest Experience Manager, or similar luxury hospitality role.
• Experience within a luxury or lifestyle hotel environment is highly desirable.
• Strong understanding of VIP guest handling, personalized service delivery, and service recovery.
• Excellent communication and relationship-building skills with a genuine passion for hospitality.
• Ability to remain calm under pressure and confidently resolve guest concerns.
• Strong organizational skills with exceptional attention to detail.
• Proven ability to lead, inspire, and develop guest-facing teams.
• Experience working with hotel property management systems and guest profile platforms.
• Fluent in English; additional languages are highly advantageous.
• A passion for creating memorable moments and delivering service that goes beyond expectations.