Guest Relations Manager

Your Next Role Starts Where Innovation and Purpose Meet

Red Sea Global is proud to partner with Equinox Hotels —a global icon in fitness and high performance living—as they launch a groundbreaking resort at Amaala.

This opportunity doesn’t come often. We are actively supporting Equinox in their talent efforts by spotlighting this exciting role. Join the Equinox’s high-performance lifestyle ecosystem. Be a lifestyle leader and take your hospitality career to a whole new level.

If you're ready to step into a role where innovation meets purpose, this is your moment to explore your next chapter with Equinox Amaala.

Work Inspired. Lead Boldly. Grow with Equinox Amaala — Approach Life with Appreciation!

Job Overview:

• Under the direction of the Front Office Manager and/or in the absence of the Director of Rooms, the Guest Relations Manager oversees the daily operation of the Guest Relations Department, ensuring the delivery of exceptional, personalized guest experiences at all stages of the stay.
• This role focuses on VIP handling, guest recognition, service recovery, and coordination across departments to ensure seamless service delivery.
• The Guest Relations Manager also acts as a liaison between guests and management, leading the team to consistently achieve and maintain brand and service standards.

Reports To: Front Office Manager

Essential Job Functions:

• Oversees the daily operation of the Guest Relations Department ensuring smooth handling of all guest interactions, arrivals, in-house, and departures.
• Reviews all VIP arrivals, guest preferences, and special requests; ensures all arrangements and amenities are executed to the highest standard.
• Ensures that all guest profiles are updated accurately and communicated across relevant departments.
• Personally greets VIP guests, long-staying guests, and returning guests, ensuring personalized recognition and attention.
• Supervises the preparation and approval of welcome letters, amenities, and special occasion arrangements (honeymoon, anniversary, birthday, etc.).
• Monitors and coordinates airport transfers and lobby presence to ensure efficient guest flow and warm welcomes.
• Handles guest complaints, concerns, and requests with professionalism and empathy, ensuring appropriate service recovery and follow-up.
• Conducts daily briefings with the Guest Relations team to review arrivals, special requests, VIPs, and functions.
• Prepares and reviews daily reports such as VIP Arrivals, Guest Preferences, Birthdays, and Airport Pickups.
• Ensures strong communication and cooperation between Front Office, Housekeeping, Room Service, and other departments to deliver a seamless guest experience.
• Trains, motivates, and supervises Guest Relations Executives and Officers, ensuring service consistency and adherence to brand standards.
• Reviews and manages departmental schedules to ensure adequate coverage for operational demands.
• Monitors guest satisfaction scores and trends, identifies areas for improvement, and implements corrective actions.
• Conducts regular inspections of VIP rooms and public areas to ensure cleanliness, readiness, and brand alignment.
• Attends daily operations and leadership meetings as determined by the Front Office Manager.
• Acts as Manager on Duty when assigned.
• Ensures all guest amenities, welcome letters, and special gifts are within budget and properly tracked.
• Works in coordination with Sales and Reservations for special group or VIP events, delegations, and long-stay guests.
• Complies with hotel safety, hygiene, and brand standards.
• Performs other duties as assigned by management.

Qualifications/Skills:

Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation.

Essential:

• Three to five years of experience in a similar role within a luxury hotel environment.
• Prior guest relations or front office leadership experience required.
• Strong communication and interpersonal skills, with fluency in English (additional languages preferred).
• Ability to handle high-pressure situations with composure and professionalism.
• Demonstrated ability to train, lead, and motivate a team.
• Excellent organizational skills with keen attention to detail and follow-through.
• Proficiency in Opera PMS and Microsoft Office applications.
• Flexibility to work shifts, weekends, and holidays as required.

Essential Physical Abilities:

• Endure various physical movements throughout the work areas.
• Ability to push, pull, grasp, lift or carry supplies, equipment or supplies
• Ability to work in a standing position for long periods of time (up to 5 hours).
• Explain: One-on-one communication with guest, manager and fellow employees.
• Must be able to see the physical conditions of designated areas.
• Must be able to observe the physical environment and respond to emergency situations.
• Ability to effectively handle multiple demands and challenging guest relations issues.
• Experience working in Saudi Arabia or the GCC region.
• Knowledge of Forbes or LQA service standards.
• Certification in hospitality or leadership training programs.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.