guest experience representative

Red Sea Global

<div>
 
 
 Job Information
 
 
 
 
 Job Title:
 
 Manager &ndash; Guest Experience
 
 
 
 Reports to:
 
 Senior Manager &ndash; Guest Experience / Destination Operations
 
 
 
 Division:
 
 Red Sea Sport Entertainment (RSSE)
 
 
 
 Department:
 
 Guest Experience - RSSE
 
 
 
 Job Grade:
 
 Manager
 
 
 
 Job Code:
 
 SP7
 
 
 
 
 
 
 About Red Sea Sport &amp; Entertainment
 
 
 
 
 Red Sea Sports &amp; 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 &amp; 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&rsquo;s ambition to become a global leader in regenerative tourism.
 
 
 
 
 
 
 Job Purpose
 
 
 
 The
 
 Manager &ndash; 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&rsquo;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&rsquo;s environmental and cultural values.
 
 
 Job Responsibilities
 
 
 Guest Experience &amp; Journey Management
 
 <ul>
 <li>
 Lead the end-to-end guest experience across RSSE-managed assets, ensuring consistency, personalization, and excellence at all touchpoints.
 </li>
 <li>
 Ensure all guest interactions align with Red Sea Global brand standards, service philosophy, and luxury destination positioning.
 </li>
 <li>
 Oversee arrival, on-site, and departure experiences, including VIP and high-profile guest handling.
 </li>
 <li>
 Identify guest journey gaps and implement enhancements to continuously elevate satisfaction and emotional engagement.
 </li>
 </ul>
 
 Team Leadership &amp; Capability Development
 
 <ul>
 <li>
 Lead, coach, and develop Guest Experience and frontline service teams across RSSE operations.
 </li>
 <li>
 Embed a guest-first culture through structured training, coaching, and performance management.
 </li>
 <li>
 Ensure teams consistently demonstrate professional grooming, conduct, and service etiquette aligned with RSG standards.
 </li>
 <li>
 Support workforce planning, scheduling, and readiness to meet operational demand across peak and off-peak periods.
 </li>
 </ul>
 
 Cross-Functional Coordination
 
 <ul>
 <li>
 Work closely with RSSE Operations, Adventure, Marine, Events, Security, Transport, Facilities, and Hospitality teams to deliver integrated guest experiences.
 </li>
 <li>
 Act as the central coordination point for guest experience planning during special events, activations, and seasonal operations.
 </li>
 <li>
 Ensure guest experience SOPs are implemented consistently across all RSSE assets.
 </li>
 </ul>
 
 Guest Feedback, Insights &amp; Service Recovery
 
 <ul>
 <li>
 Oversee guest feedback mechanisms, satisfaction surveys, and service quality metrics.
 </li>
 <li>
 Lead service recovery processes, acting as the primary escalation point for complex guest concerns.
 </li>
 <li>
 Translate guest insights into actionable improvements across operations, training, and service design.
 </li>
 <li>
 Prepare and present guest experience reports, KPIs, and improvement plans to senior management.
 </li>
 </ul>
 
 Brand, Quality &amp; Compliance
 
 <ul>
 <li>
 Ensure full alignment with Red Sea Global brand guidelines, service standards, and quality frameworks.
 </li>
 <li>
 Support internal audits, mystery guest programs, and service quality assessments.
 </li>
 <li>
 Ensure compliance with all relevant policies, procedures, and regulatory requirements impacting guest-facing operations.
 </li>
 </ul>
 
 Sustainability, Safety &amp; Cultural Stewardship
 
 <ul>
 <li>
 Integrate Red Sea Global&rsquo;s sustainability commitments into daily guest interactions and experiences.
 </li>
 <li>
 Collaborate with Environment &amp; Sustainability teams to promote responsible tourism and environmental awareness.
 </li>
 <li>
 Ensure guest experience operations align with safety, security, and environmental standards without compromising service quality.
 </li>
 <li>
 Promote respect for local culture, heritage, and destination storytelling in all guest engagements.
 </li>
 </ul>
 
 Continuous Improvement &amp; Innovation
 
 <ul>
 <li>
 Identify opportunities to enhance guest experience through innovation, technology, and international best practices.
 </li>
 <li>
 Support the implementation of digital guest platforms, CRM systems, and experience enhancement tools.
 </li>
 <li>
 Contribute to operational efficiency, service consistency, and continuous improvement initiatives across RSSE.
 </li>
 </ul>
 
 
 
 
 Job Stakeholders
 
 
 
 Internal:
 
 
 <ul>
 <li>
 RSSE Operations &amp; Asset Management
 </li>
 <li>
 Adventure, Marine &amp; Events Teams
 </li>
 <li>
 Security, Transport &amp; Facilities
 </li>
 <li>
 Environment &amp; Sustainability
 </li>
 <li>
 Marketing &amp; Communications
 </li>
 <li>
 Destination Operations
 </li>
 </ul>
 
 
 External:
 
 
 <ul>
 <li>
 Guests and VIP Clients
 </li>
 <li>
 Service Partners and Vendors
 </li>
 <li>
 Tourism and Regulatory Authorities
 </li>
 </ul>
 
 
 
 
 
 Job Requirements
 
 
 
 Qualifications &amp; Experience
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Hospitality Management, Tourism, Business Administration, or related discipline (preferred).
 </li>
 <li>
 Minimum 6&ndash;8 years of experience in guest experience, luxury hospitality, destination operations, or experiential tourism.
 </li>
 <li>
 Proven experience leading guest-facing teams in high-end or ultra-luxury environments.
 </li>
 <li>
 Strong background in service recovery, VIP handling, and brand-led service delivery.
 </li>
 </ul>
 
 Essential Skills
 
 <ul>
 <li>
 Exceptional communication and interpersonal skills
 </li>
 <li>
 Good spoken and written English.
 </li>
 <li>
 Strong leadership and people development capabilities
 </li>
 <li>
 Guest-centric mindset with a high level of attention to detail
 </li>
 <li>
 Ability to manage escalations with professionalism and discretion
 </li>
 <li>
 Strong organizational, planning, and problem-solving skills
 </li>
 <li>
 Ability to operate effectively in a multicultural, site-based environment
 </li>
 <li>
 Proficiency in Microsoft Office and guest feedback/CRM platforms
 </li>
 </ul>
 
 Desirable Skills
 
 <ul>
 <li>
 Experience within destination developments or giga-project environments
 </li>
 <li>
 Arabic language skills (spoken and written)
 </li>
 <li>
 Knowledge of guest journey mapping and service design methodologies
 </li>
 <li>
 Familiarity with sustainability-led tourism and responsible destination practices
 </li>
 </ul>
 
 
</div>

Guest Experience Manager

Anantara

<div>Company Description 
A luxury hospitality brand for modern travelers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world&rsquo;s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery. 
Job Description 
<ul><li>
Luxury service background essential, ideally with previous experience of handling villas and butlers</li><li><ul><li>Manage a Guest Experience Team consisting of Guest Experience Agents and Butlers (ca. 10 people)</li><li>Energized personality that interacts with guests without effort</li><li>Track all kinds of guest preferences from several channels and sources and maintain the database</li><li>Practice hyper collaboration between all departments to ensure amazing stays of our guests</li><li>Leading the loyalty programme on hotel level (Hotel Champion for Global Hotel Alliance Discovery), including conducting hotel training and driving KPIs</li><li>Ensure all guest amenity standards are in place and followed up</li><li>Maintain and update the hotel&rsquo;s VIP list.</li><li>Track and analyse guest feedback and propose actions to be taken for improvement.</li><li>Work with various systems at the same time (Opera PMS, Outlook, MessageBox, Anantara App, Loyalty Systems, ReviewPro)</li><li>Ensure guests are properly greeted upon their arrival, especially VIP guests</li><li>Ensure guests are receiving personalized services</li><li>Development and implementation of new initiatives to improve the guest experience</li><li>Track amenities cost and prepare monthly report</li><li>Prepare monthly reports on guest satisfaction scores and trends within the department</li><li>Effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.</li></ul></li></ul> 

Qualifications 
<ul><li>
Previous experience in Front Office or Guest Services</li><li>
Luxury hotel experience is must</li><li>
Good Communication skills</li><li>
Experience with Front Office Systems</li><li>
Must be fluent in written and spoken in English and Chinese</li><li>
3-5 years in related experience or Minimum of 2 years' experience in the same role.</li></ul> 

Additional Information 
Relocate to remote area</div>

Miraval The Red Sea

<div><div>Summary<div>
JOB TITLE: Guest Experience Planner 
LOCATION: Miraval The Red Sea, Saudi Arabia
Position Summary
The Guest Experience Planner is the welcoming face and heart of Miraval The Red Sea, offering intuitive, personalized service that begins before arrival and extends throughout the guest&rsquo;s wellness journey. This dual-role professional ensures seamless arrival experiences, anticipates guest needs with mindful attention, and curates customized itineraries aligned with each guest&rsquo;s intention and wellbeing goals. As a connector between departments, this individual helps guests discover transformative experiences and serves as a trusted advisor throughout their stay.
Key Responsibilities
Guest Experience &amp; Personalization<ul><li>
Greet guests with presence, warmth, and genuine care at every point of contact.</li><li>
Assist with smooth arrivals, check-ins, and check-outs while delivering anticipatory service.</li><li>
Conduct pre-arrival calls or communication to understand guest needs, intentions, and preferences.</li><li>
Curate and personalize wellness itineraries in alignment with Miraval&rsquo;s philosophy.</li><li>
Offer in-the-moment itinerary modifications with flexibility and calm.</li></ul>
Experience Planning &amp; Cross-Department Coordination<ul><li>
Guide guests through the full scope of Miraval&rsquo;s wellness, spa, culinary, and outdoor offerings.</li><li>
Collaborate with wellness, spa, recreation, and culinary teams to create meaningful schedules.</li><li>
Serve as the guest&rsquo;s central point of contact for all adjustments, additions, and questions regarding their experience.</li><li>
Track and manage guest itinerary flow using internal systems and tools.</li><li>
Coordinate special occasions and surprise touches with attention to emotional impact.</li></ul>
Wellbeing Advisory &amp; Emotional Intelligence<ul><li>
Listen deeply and empathetically to understand guest intentions and emotional needs.</li><li>
Offer recommendations that reflect a holistic view of wellness&mdash;physical, emotional, spiritual, and mental.</li><li>
Introduce signature experiences with mindfulness, connection, and sensitivity.</li><li>
Serve as a calming, trusted presence when resolving issues or emotional moments.</li></ul>
Operational Excellence<ul><li>
Maintain accurate guest profiles, notes, and preferences to support future stays and deeper personalization.</li><li>
Ensure lobby and guest welcome areas reflect Miraval&rsquo;s sensory aesthetics and cleanliness standards.</li><li>
Assist with rooming, amenity delivery, and daily operations as needed.</li></ul>
Revenue Generation &amp; Upselling<ul><li>
Mindfully suggest private sessions, specialty workshops, and wellness consultations based on guest interests.</li><li>
Partner with the retail, spa, and experience teams to introduce relevant enhancements.</li><li>
Support departmental revenue goals through thoughtful, non-intrusive recommendations.</li></ul>
Team Collaboration &amp; Brand Representation<ul><li>
Work closely with Front Office, Spa, Culinary, Wellness, and Housekeeping teams to create unified guest experiences.</li><li>
Participate in departmental briefings, training, and interdepartmental meetings.</li><li>
Support content creation, storytelling, or guest feedback initiatives if requested.</li></ul></div></div><div>
Qualifications<div>
Qualifications &amp; Experience
<ul>
<li>Minimum 2 years&rsquo; experience in luxury hospitality, guest relations, concierge, or wellness planning.
</li>
<li>Strong background in customer service, guest communication, and schedule coordination.
</li>
<li>Familiarity with wellness concepts and spa, fitness, or retreat environments preferred.
</li>
<li>Proficiency in hotel systems (Opera or similar), MS Office, and scheduling platforms.
</li>
<li>English fluency required; Arabic or other language skills are a plus.
</li>
</ul>Skills &amp; Attributes
<ul>
<li>Poised, intuitive communicator with deep guest empathy.
</li>
<li>Passion for wellness, service, and meaningful human connection.
</li>
<li>Organized, tech-savvy, and calm under pressure.
</li>
<li>Creative and flexible with a proactive mindset.
</li>
<li>High emotional intelligence and active listening skills.
</li>
<li>Enthusiastic team player with a commitment to Miraval&rsquo;s mindful mission.</li></ul></div></div></div>

GUEST EXPERIENCE PLANNER (ARABIC SPEAKING)

Booknrent

Job SummaryThe Guest Experience Officer (STR) is responsible for managing end-to-end guest interactions for short-term rental properties, ensuring a seamless, comfortable, and memorable stay. This role serves as the primary point of contact for guests during their stay, coordinating services, and resolving issues promptly to maintain high guest satisfaction and positive reviews.Key ResponsibilitiesGuest Communication &amp; Support<ul><li>Manage pre-arrival communication including booking confirmations, check-in instructions, house rules, and local information</li><li>Provide prompt assistance during guest stays, addressing maintenance issues, complaints, or special requests</li><li>Conduct post-stay follow-ups and encourage guest feedback and reviews</li></ul>Check-In / Check-Out Coordination<ul><li>Coordinate smooth self-check-in or in-person check-in/check-out processes</li><li>Ensure access codes, keys, and instructions are accurate and up to date</li><li>Report late check-outs, damages, or missing items</li></ul>Property &amp; Service Coordination<ul><li>Liaise with housekeeping, maintenance, and operations teams to ensure properties meet cleanliness and quality standards</li><li>Report and track maintenance issues until resolution</li><li>Ensure properties are guest-ready at all times</li></ul>Guest Experience &amp; Quality Control<ul><li>Proactively identify opportunities to enhance the guest experience</li><li>Handle guest complaints professionally to minimize negative reviews</li><li>Ensure compliance with STR policies, safety standards, and local regulations</li></ul>Administrative &amp; Reporting Duties<ul><li>Maintain accurate guest records and communication logs</li><li>Monitor guest satisfaction metrics and online reviews</li><li>Prepare reports on guest feedback, incidents, and service performance</li></ul>Requirements<ul><li>Diploma or degree in Hospitality, Tourism, or a related field (preferred)</li><li>Experience in hospitality, customer service, or short-term rental operations</li><li>Familiarity with STR platforms (Airbnb, Booking.com, VRBO) is an advantage</li><li>Basic understanding of property management systems (PMS)/Channel Manager</li></ul>Skills &amp; Competencies<ul><li>Excellent verbal and written communication skills</li><li>Strong problem-solving and conflict-resolution abilities</li><li>Customer-focused mindset with attention to detail</li><li>Ability to multitask and work independently</li><li>Comfortable working in a fast-paced, guest-centric environment</li></ul>Personal Attributes<ul><li>Friendly, professional, and empathetic</li><li>Calm under pressure</li><li>Organized and reliable</li><li>Flexible with working hours</li></ul>Working Conditions<ul><li>Shift-based role, including weekends, public holidays, and after-hours support</li><li>May involve on-call availability for urgent guest issues</li></ul>Key Performance Indicators (KPIs)<ul><li>Guest satisfaction and review ratings</li><li>Response and resolution time</li><li>Number of guest complaints escalated</li><li>Repeat bookings and positive feedback</li></ul>Job Type: Full-timeWork Location: In person

Guest Experience Officer (Short Term Rentals)

beOnd

<div>
 Beond, the world's first premium leisure airline, is excited to announce an opening for a Guest Experience Agent in our Contact Centre. In this pivotal role, you will be the voice of our brand, providing exceptional service and support to our guests. You will handle inquiries, resolve issues, and ensure that every interaction aligns with our commitment to delivering a luxurious travel experience.
 
 
 As a Guest Experience Agent, you will interact with guests from around the globe, assisting them with their travel plans and addressing any concerns they may have. Your ability to empathize, communicate effectively, and provide solutions will enhance our guests' journeys and contribute to their overall satisfaction.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Handle incoming guest inquiries via phone, email, and live chat professionally and efficiently
 </li>
 <li>
 Provide accurate information regarding flight schedules, bookings, and services offered by Beond
 </li>
 <li>
 Assist guests with changes to their reservations and travel itineraries
 </li>
 <li>
 Address complaints and resolve issues promptly while maintaining a high level of customer service
 </li>
 <li>
 Document guest interactions and feedback to improve service quality
 </li>
 <li>
 Collaborate with other departments to ensure smooth operations and enhance guest experience
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 High school diploma or equivalent; a degree in hospitality or related field is a plus
 </li>
 <li>
 Previous experience in customer service or contact centre environments is mandatory.
 </li>
 <li>
 Prior experience as a travel consultant is an advantage.
 </li>
 <li>
 Excellent communication skills, both verbal and written, with a strong command of English
 </li>
 <li>
 Proficiency in using computer systems and customer relationship management (CRM) software
 </li>
 <li>
 Ability to handle multiple tasks, prioritize effectively, and work in a fast-paced environment
 </li>
 <li>
 Strong problem-solving skills and a proactive approach to guest service
 </li>
 <li>
 Availability to work flexible hours, including nights, weekends, and holidays
 </li>
 </ul>
</div>

Guest Experience Agent

Beond

<div>Beond, the world's first premium leisure airline, is excited to announce an opening for a Guest Experience Agent in our Contact Centre. In this pivotal role, you will be the voice of our brand, providing exceptional service and support to our guests. You will handle inquiries, resolve issues, and ensure that every interaction aligns with our commitment to delivering a luxurious travel experience.
As a Guest Experience Agent, you will interact with guests from around the globe, assisting them with their travel plans and addressing any concerns they may have. Your ability to empathize, communicate effectively, and provide solutions will enhance our guests' journeys and contribute to their overall satisfaction.<h3 class="jobSectionHeader"> 
Responsibilities</h3><ul>
<li>Handle incoming guest inquiries via phone, email, and live chat professionally and efficiently.</li>
<li>Provide accurate information regarding flight schedules, bookings, and services offered by Beond.</li>
<li>Assist guests with changes to their reservations and travel itineraries.</li>
<li>Address complaints and resolve issues promptly while maintaining a high level of customer service.</li>
<li>Document guest interactions and feedback to improve service quality.</li>
<li>Collaborate with other departments to ensure smooth operations and enhance guest experience.</li>
</ul>Requirements<ul>
<li>High school diploma or equivalent; a degree in hospitality or related field is a plus.</li>
<li>Previous experience in customer service or contact centre environments is mandatory.
</li><li>Prior experience as a travel consultant is an advantage.
</li><li>Excellent communication skills, both verbal and written, with a strong command of English.</li>
<li>Proficiency in using computer systems and customer relationship management (CRM) software.</li>
<li>Ability to handle multiple tasks, prioritize effectively, and work in a fast-paced environment.</li>
<li>Strong problem-solving skills and a proactive approach to guest service.</li>
<li>Availability to work flexible hours, including nights, weekends, and holidays.</li></ul></div>

Marriott International

<div>Additional Information 
Job Number25201655 
Job CategoryRooms &amp; Guest Services Operations 
LocationThe Westin City Centre Bahrain, Sheikh Khalifa Bin Salman Highway, Manama, Bahrain, Bahrain 
ScheduleFull Time 
Located Remotely?N 
Position Type Non-Management<div><div> 
POSITION SUMMARY 
First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable. The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Arrival Expert makes transactions feel like part of the experience. 
No matter what position you are in, there are a few things that are critical to success &ndash; creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Arrival Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing more than 75 pounds with assistance.. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Arrival Experts &ndash; to get it right for our guests and our business each and every time. 
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None 
</div><div></div>At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand&rsquo;s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing globalteam, and become the best version of you.</div></div>

Guest Arrival Expert (Concierge)

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