Guest Experience Manager

Job Title: Manager - Guest Experience

Reports to: Senior Manager - Guest Experience / Destination Operations

Division: Red Sea Sport Entertainment (RSSE)

Department: Guest Experience - RSSE

Job Grade: Manager

Job Code: SP7

About Red Sea Sport & Entertainment

Red Sea Sports & Entertainment (RSSE) is a dedicated subsidiary of Red Sea Global (RSG), responsible for designing and delivering outstanding land and marine experiences at The Red Sea destination. RSSE manages and operates a diverse portfolio of sports, adventure, and leisure offerings, including water sports through Galaxea, adventure activities via Akun, and leisure experiences delivered by WAMA.

RSSE plays a key strategic role in the partnership between Red Sea Global and the Saudi Olympic & Paralympic Committee, united by a shared ambition to promote inclusive, accessible, and world class sports and recreational experiences.

Guided by a purpose driven approach and a strong commitment to people and the planet, RSSE delivers innovative programs aligned with Saudi Vision 2030, supporting the Kingdom's ambition to become a global leader in regenerative tourism.

Job Purpose

The Manager - Guest Experience is responsible for delivering exceptional, seamless, and brand aligned guest journeys across Red Sea Global destinations under RSSE. The role ensures that every guest interaction reflects Red Sea Global's commitment to ultra luxury hospitality, sustainability, authenticity, and world class service.

This position plays a key leadership role in embedding a guest centric culture across RSSE assets, overseeing guest facing teams, coordinating with internal stakeholders, and ensuring the consistent delivery of memorable experiences from pre arrival through post departure, while upholding Red Sea Global's environmental and cultural values.

Job Responsibilities Guest Experience & Journey Management

• Lead the end to end guest experience across RSSE managed assets, ensuring consistency, personalization, and excellence at all touchpoints.
• Ensure all guest interactions align with Red Sea Global brand standards, service philosophy, and luxury destination positioning.
• Oversee arrival, on site, and departure experiences, including VIP and high profile guest handling.
• Identify guest journey gaps and implement enhancements to continuously elevate satisfaction and emotional engagement.

Team Leadership & Capability Development

• Lead, coach, and develop Guest Experience and frontline service teams across RSSE operations.
• Embed a guest first culture through structured training, coaching, and performance management.
• Ensure teams consistently demonstrate professional grooming, conduct, and service etiquette aligned with RSG standards.
• Support workforce planning, scheduling, and readiness to meet operational demand across peak and off peak periods.

Cross Functional Coordination

• Work closely with RSSE Operations, Adventure, Marine, Events, Security, Transport, Facilities, and Hospitality teams to deliver integrated guest experiences.
• Act as the central coordination point for guest experience planning during special events, activations, and seasonal operations.
• Ensure guest experience SOPs are implemented consistently across all RSSE assets.

Guest Feedback, Insights & Service Recovery

• Oversee guest feedback mechanisms, satisfaction surveys, and service quality metrics.
• Lead service recovery processes, acting as the primary escalation point for complex guest concerns.
• Translate guest insights into actionable improvements across operations, training, and service design.
• Prepare and present guest experience reports, KPIs, and improvement plans to senior management.

Brand, Quality & Compliance

• Ensure full alignment with Red Sea Global brand guidelines, service standards, and quality frameworks.
• Support internal audits, mystery guest programs, and service quality assessments.
• Ensure compliance with all relevant policies, procedures, and regulatory requirements impacting guest facing operations.

Sustainability, Safety & Cultural Stewardship

• Integrate Red Sea Global's sustainability commitments into daily guest interactions and experiences.
• Collaborate with Environment & Sustainability teams to promote responsible tourism and environmental awareness.
• Ensure guest experience operations align with safety, security, and environmental standards without compromising service quality.
• Promote respect for local culture, heritage, and destination storytelling in all guest engagements.
• Identify opportunities to enhance guest experience through innovation, technology, and international best practices.
• Support the implementation of digital guest platforms, CRM systems, and experience enhancement tools.
• Contribute to operational efficiency, service consistency, and continuous improvement initiatives across RSSE.

Job Stakeholders Internal

• RSSE Operations & Asset Management
• Adventure, Marine & Events Teams
• Security, Transport & Facilities
• Environment & Sustainability
• Marketing & Communications
• Destination Operations

External

• Guests and VIP Clients
• Service Partners and Vendors
• Tourism and Regulatory Authorities

Job Requirements Qualifications & Experience

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or related discipline (preferred).
• Minimum 6-8 years of experience in guest experience, luxury hospitality, destination operations, or experiential tourism.
• Proven experience leading guest facing teams in high end or ultra luxury environments.
• Strong background in service recovery, VIP handling, and brand led service delivery.
• Exceptional communication and interpersonal skills
• Good spoken and written English.
• Strong leadership and people development capabilities
• Guest centric mindset with a high level of attention to detail
• Ability to manage escalations with professionalism and discretion
• Strong organizational, planning, and problem solving skills
• Ability to operate effectively in a multicultural, site based environment
• Proficiency in Microsoft Office and guest feedback/CRM platforms
• Experience within destination developments or giga project environments
• Arabic language skills (spoken and written)
• Knowledge of guest journey mapping and service design methodologies
• Familiarity with sustainability led tourism and responsible destination practices

Seniority level

Mid Senior level

Employment type

Full time

Job function

Other

Industries

Real Estate and Hospitality