Guest Experience Manager

Job Information

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.

Continuous Improvement & Innovation

• 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.

Essential Skills

• 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

Desirable Skills

• 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