Guest Relations Manager (Saudi National)

Company Description

Welcome to SLS The Red Sea, where bold creativity and unapologetic luxury come to life.

Part of Ennismore’s globally celebrated lifestyle portfolio, SLS Hotels are known for redefining hospitality through striking design, elevated service, and magnetic social energy. Now open on the Red Sea coast, SLS The Red Sea stands as one of Saudi Arabia’s most exciting lifestyle destinations.

The resort features 150 impeccably designed keys, five dynamic Food & Beverage venues, and a luxurious spa sanctuary, offering guests a seamless blend of indulgence, entertainment, and escape. From vibrant dining experiences to moments of pure relaxation, every detail is crafted to surprise, inspire, and connect.

More than a hotel, SLS The Red Sea is a living stage—a place where creativity thrives, individuality is celebrated, and bold ideas are encouraged. As the journey continues beyond opening, we are building a passionate team to shape the future of this iconic destination. If you’re driven by excellence, energized by lifestyle hospitality, and ready to be part of something extraordinary, this is where your story continues.

Job Description

SLS The Red Sea is looking for an exceptional Guest Relations Manager to join our team and help shape unforgettable guest experiences in one of the world's most exciting luxury destinations. As the face of the hotel for many of our guests, you will be responsible for creating personalized, seamless, and memorable journeys from arrival to departure. Working closely with operational teams across the hotel, you will anticipate guest needs, oversee VIP experiences, lead service recovery efforts, and ensure every interaction reflects the bold, vibrant, and luxury-driven spirit of the SLS brand.

Key Responsibilities

• Oversee guest relations operations to ensure personalized, high-quality service throughout the guest journey.
• Welcome, engage, and assist VIP, repeat, and high-profile guests, ensuring tailored experiences and special recognition.
• Anticipate guest needs and proactively coordinate arrangements to enhance overall satisfaction.
• Handle guest inquiries, requests, complaints, and service recovery situations with discretion, professionalism, and efficiency.
• Build and maintain strong guest relationships to encourage loyalty, advocacy, and repeat visitation.
• Coordinate closely with Front Office, Concierge, Housekeeping, Food & Beverage, and other departments to ensure seamless service delivery.
• Monitor guest preferences, profiles, and feedback to support personalized service and continuous improvement.
• Ensure guest history, preferences, and special requirements are accurately recorded and maintained within hotel systems.
• Support arrival and departure experiences, including VIP room inspections, welcome amenities, and personalized arrangements.
• Conduct regular guest interactions and follow-ups throughout the stay to ensure expectations are exceeded.
• Assist in planning and executing VIP arrivals, special occasions, celebrations, and bespoke guest experiences.
• Maintain a visible presence in public areas, engaging with guests and ensuring service standards are consistently upheld.
• Support the training, coaching, and development of team members on luxury guest relations standards and service excellence.
• Monitor guest feedback platforms and satisfaction scores, implementing actions to enhance the overall guest experience.
• Champion the SLS brand culture and contribute to maintaining exceptional guest satisfaction and reputation metrics.

Qualifications

• Previous experience in a Guest Relations Manager, Front Office Manager, Assistant Front Office Manager, Guest Experience Manager, or similar luxury hospitality role.
• Experience within a luxury or lifestyle hotel environment is highly desirable.
• Strong understanding of VIP guest handling, personalized service delivery, and service recovery.
• Excellent communication and relationship-building skills with a genuine passion for hospitality.
• Ability to remain calm under pressure and confidently resolve guest concerns.
• Strong organizational skills with exceptional attention to detail.
• Proven ability to lead, inspire, and develop guest-facing teams.
• Experience working with hotel property management systems and guest profile platforms.
• Fluent in English; additional languages are highly advantageous.
• A passion for creating memorable moments and delivering service that goes beyond expectations.