Guest Services Manager

Position Overview

Rosewood Red Sea, part of the ultra-luxury Red Sea Global destination, is seeking an experienced and service-driven Guest Services Manager to join our pre-opening leadership team. This role will oversee the Guest Services team including Concierge, Guest Relations, Bell/Valet, and Transportation to ensure personalized, seamless, and intuitive luxury experiences for all guests. The successful candidate will bring exceptional leadership skills, operational expertise, and a passion for creating memorable guest journeys that embody Rosewood’s A Sense of Place® philosophy.

Key Responsibilities

• Lead and manage all aspects of Guest Services including Concierge, Guest Relations, Bell/Valet, and Transportation.
• Oversee guest arrival and departure experiences, ensuring efficiency, personalization, and luxury service standards.
• Train, motivate, and develop Guest Services colleagues to deliver intuitive and anticipatory service.
• Implement and maintain service standards, SOPs, and guest recognition programs.
• Coordinate with other departments (Front Office, Housekeeping, F&B, Security) to ensure seamless guest experiences.
• Handle VIP guests, special requests, and ensure service recovery when required.
• Monitor guest feedback channels, resolve issues promptly, and ensure continuous improvement.
• Assist in pre-opening activities including recruitment, training, and implementation of service programs and systems.
• Drive sustainability and cultural initiatives within guest services to reflect the destination and Rosewood’s brand values.

Qualifications

• Minimum 7–10 years of progressive Rooms Division / Front Office experience, with at least 3 years in a leadership role at a luxury hotel or resort.
• Pre-opening experience in ultra-luxury or lifestyle brands strongly preferred.
• Proven expertise in guest services, concierge, and VIP guest handling.
• Exceptional leadership, interpersonal, and communication skills with the ability to inspire and manage multicultural teams.
• Strong problem-solving skills and the ability to handle guest concerns with tact and diplomacy.
• Solid knowledge of global luxury hospitality trends and guest expectations.
• Fluency in English is required; Arabic or other additional languages are an advantage.