Guest Experience Supervisor

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

Job Title: Guest Experience Supervisor

Department: Guest Experience

Reports to: Guest Experience Manager / Director of Rooms

Property: Shebara Resort

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 Supervisor, you will be responsible for leading and overseeing the day-to-day operations of the Guest Experience team. This role ensures the delivery of exceptional service across all stages of the guest journey—from pre-arrival to post-departure—by supervising Guest Experience Officers, supporting personalized itinerary planning, coordinating with all relevant departments, and maintaining consistency in guest satisfaction, service standards, and operational execution.

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 Supervisor, you will need to:

Team Supervision & Leadership

• Lead and support the Guest Experience Officers in all aspects of their responsibilities.
• Conduct regular team briefings and training to ensure service consistency.
• Monitor team performance, provide feedback, and support continuous improvement.
• Schedule and manage team shifts to maintain effective coverage.

Pre-Arrival & Arrival Experience Oversight

• Supervise the execution of pre-arrival communications and ensure guest profiles are complete.
• Review and confirm all room allocations, VIP arrangements, and welcome setups.
• Ensure all arrivals are met and greeted warmly, with personalized room orientations executed smoothly.

Guest Itinerary Management

• Oversee the creation and execution of bespoke guest itineraries.
• Ensure coordination with spa, dining, dive center, recreation, and concierge teams is timely and accurate.
• Validate itinerary feasibility and ensure smooth handover to operations teams.

In-House Guest Experience Management

• Monitor courtesy calls, guest check-ins, and mid-stay feedback.
• Intervene in escalated guest concerns or unresolved issues.
• Review and ensure timely response to guest requests and preferences.
• Audit and maintain high standards in guest data entry and CRM updates.

Guest Communications & Personalization

• Review and approve guest correspondence (emails, cards, calls).
• Support the coordination of in-house celebrations and special moments.
• Ensure service delivery is aligned with the property’s luxury standards.

Post-Departure & Feedback Management

• Oversee post-stay communication, including thank-you notes and feedback surveys.
• Analyze guest feedback and suggest operational improvements.
• Maintain guest loyalty through thoughtful post-stay engagement

Working Conditions:

• Shift-based role with flexibility to work evenings, weekends, and holidays.
• Active guest interaction and team supervision required.
• Frequent coordination with cross-functional departments.

Key Competencies:

• Leadership & Team Development
• Guest Experience Design
• Communication & Conflict Resolution
• Attention to Detail & Accountability
• Service Personalization
• Operational Coordination & Time Management

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.