Guest Experience Officer

Join Red Sea Global Hospitality and become part of a team leading the change in responsible development and regenerative tourism.

Job Title: Guest Experience Officer

Department: Guest Experience

Reports to: Guest Experience Supervisor / Guest Experience Manager

About Us

Welcome to the next generation of hospitality excellence. At Red Sea Global Hospitality, we are committed to delivering exceptional guest experiences and creating an extraordinary work environment for our team members. Our ethos is deeply rooted in Respect, Responsibility, Passion, and Collaboration—values that guide us in our pursuit of operational brilliance, innovative guest service, and sustainable practices. Joining us means you will be part of a forward-thinking, pioneering organization, shaping the future of luxury hospitality, and contributing to the elevation of the Red Sea Global brand.

The Role

As a Guest Experience Officer, you will play a pivotal role in enhancing the overall guest journey by delivering highly personalized, anticipatory service. This role focuses on the entire guest experience cycle—from pre-arrival communication and arrival greeting, to room orientation, itinerary planning, in-house guest follow-up, courtesy calls and emails, and post-departure engagement. The Guest Experience Officer ensures each guest enjoys a seamless, memorable, and curated stay.

At Red Sea Global Hospitality, we take pride in representing our resorts and the Kingdom of Saudi Arabia to visitors from around the globe. We uphold a values-led culture for both our guests and our colleagues, collaborating closely to deliver unparalleled service excellence.

Key Areas of Responsibilities

Please note that the responsibilities outlined below are not exhaustive. Red Sea Global Hospitality employees continuously innovate in caring for the needs of the business, their guests, and their colleagues. As a Guest Experience Officer, you will need to:

Pre-Arrival & Arrival Experience

• Initiate personalized pre-arrival communication to gather guest preferences and arrival details.
• Proactively engage with guests throughout their stay by personally meeting with guests
• Coordinate special requests, room arrangements, and welcome amenities prior to arrival.
• Personally welcome guests upon arrival, ensuring a warm and smooth check-in experience.
• Escort guests to their rooms and provide a detailed orientation on room features, hotel services, and local highlights.

Guest Itinerary Creation & Coordination

• Engage with guests to design bespoke itineraries including dining, spa, recreational, and destination experiences.
• Liaise with departments such as concierge, spa, F&B, dive center, and excursions to confirm and coordinate all arrangements.
• Maintain and communicate itinerary schedules to guests and internal departments.

In-House Guest Engagement

• Conduct regular courtesy calls and in-person check-ins with in-house guests to assess satisfaction.
• Handle and resolve guest concerns or special requests promptly and professionally.
• Continuously monitor guest feedback to enhance the overall guest experience.
• Update guest profiles with relevant preferences and notes for future visits.

Communication & Follow-Up

• Send personalized welcome and follow-up emails during the guest’s stay.
• Coordinate celebrations such as birthdays, anniversaries, and special occasions.
• Ensure all guest requests are actioned promptly by following up with the respective departments.

Post-Departure Engagement

• Send thank-you messages and post-stay follow-ups.
• Record feedback and notes into guest history for future stays.
• Support guest retention by fostering relationships and encouraging return visits

Working Conditions:

• Flexible schedule including evenings, weekends, and holidays.
• Requires standing, walking, and guest interaction for extended periods.
• Cross-functional coordination with all hotel departments.

Key Competencies:

• Guest Centricity & Personalization
• Communication & Listening Skills
• Attention to Detail
• Multitasking & Prioritization
• Emotional Intelligence & Empathy
• Follow-Up & Accountabilit

Guest Experience & Relationship Building

• Cultivate and maintain positive relationships with guests to enhance their overall experience at the resort.
• Handle VIP guests or special requests with a high level of attention to detail and care.
• Maintain knowledge of resort amenities, services, and events to provide guests with information and recommendations.
• Ensure that guests receive prompt responses to inquiries, offering them a personal touch that reinforces Red Sea Global Hospitality’s commitment to excellence.

Compliance & Safety

• Ensure that all guest information is handled confidentially and in compliance with privacy and security policies.
• Follow all health and safety regulations and ensure the safety and security of guests and team members.
• Report any issues related to guest safety, security, or well-being to the appropriate departments and management.
• Adhere to all resort policies and procedures, ensuring team compliance and consistent service delivery.

In Return, What We Offer

• Exciting opportunities for personal and professional development at all levels, featuring targeted development programs aimed at equipping you for your next career move.
• Competitive compensation package.
• Access to exclusive perks, complimentary nights, and benefits within Red Sea Global Hospitality.
• Health Insurance coverage whilst in service.
• A supportive and inclusive work environment that values diversity and collaboration.
• Employee Recognition Programs.
• Daily meals on duty and uniform dry-cleaning services.
• Year-round events of social, wellness programs, charity drives, and sports activities.

Accessibility and Adjustments

We welcome all applicants and are keen to ensure our employees reflect the diversity of the Kingdom of Saudi Arabia and the communities we serve. We are committed to providing reasonable adjustments throughout our recruitment process and we’ll always endeavor to be as accommodating as possible. If you would like to discuss any specific requirements, please get in touch with us.

Red Sea Global Hospitality is an equal opportunity employer committed to diversity and inclusion in the workplace. We encourage individuals from all backgrounds to apply.