Guest Relation Supervisor - Raffles The Red Sea (Saudi National)

Key Responsibilities

Guest Experience Leadership:

• Lead by example in delivering refined, anticipatory, and personalized service to all guests.

• Ensure consistent recognition of VIPs, repeat guests, and special occasions throughout the guest journey.

• Act as the primary escalation point for guest concerns, ensuring swift, elegant, and effective resolution.

• Conduct service recovery with empathy, discretion, and authority to restore guest confidence and loyalty.

Team Supervision & Coaching:

• Supervise daily operations of the Guest Relations Hosts, ensuring staffing coverage and service standards are maintained.

• Coach, mentor, and motivate team members to uphold Raffles service culture and etiquette standards.

• Provide on-the-job training, performance feedback, and support to develop service excellence.

• Assist in conducting performance evaluations and identifying training needs.

VIP & Special Handling:

• Oversee VIP arrival, in-house, and departure arrangements, ensuring all preferences and amenities are delivered accurately.

• Coordinate closely with Concierge, Butler Service, Housekeeping, and Food & Beverage to execute bespoke guest experiences.

• Maintain strong relationships with internal stakeholders to ensure seamless service delivery.

Operational Excellence:

• Ensure accurate documentation of guest preferences, feedback, and service recovery actions in the hotel systems.

• Participate in daily briefings, handovers, and service meetings to align guest priorities.

• Support Front Office leadership with reports related to guest satisfaction, feedback trends, and service recovery.

Standards, Brand & Compliance:

• Uphold and enforce Raffles grooming, etiquette, and communication standards at all times.

• Act as a guardian of the Raffles brand, heritage, and service philosophy.

• Ensure confidentiality, discretion, and compliance with hotel policies, safety, and security procedures.

Qualifications & Experience:

• Minimum 3–5 years of experience in Guest Relations, Front Office, or Guest Experience roles within a luxury or five-star hotel environment.

• Previous supervisory or team-leading experience is required.

• Degree or diploma in Hospitality Management or related field preferred.

• Experience with property management systems (Opera or equivalent) is an advantage.

Skills & Competencies:

• Strong leadership and coaching abilities.

• Exceptional interpersonal and communication skills.

• High emotional intelligence and cultural awareness.

• Proven service recovery and problem-solving expertise.

• Strong organizational skills and attention to detail.

• Proficiency in Microsoft Office and hotel systems.

• Fluency in English required; additional languages are highly desirable.

Personal Attributes:

• Polished, confident, and professional presence.

• Calm, decisive, and gracious under pressure.

• Passionate about luxury hospitality and guest satisfaction.

• Flexible to work shifts, including weekends and holidays.

• Trustworthy, discreet, and service-oriented.

• Understanding of Ultra-Luxury guest expectations and brand alignment.
• experience in project coordination, scheduling, and document control during pre-Opening stages.
• Experience in pre-Opening is a must.
• A proactive, anticipatory approach with a strong sense of ownership and accountability.
• Impeccable grooming and personal presentation aligned with Luxury standards.