Guest Services Manager
Job details
Be the change. Join the world's most visionary developer.Red Sea Global (RSG) is showing that there is a better way to positively shape the places we live, work and travel.We are purpose-driven and committed to people and planet. Our transformative programs are a driving force to achieving Vision 2030, as well as leading the world towards regenerative tourism.Join RSG and be part of the positive change for Saudi Arabia and the world.Job Purpose:The Guest Services Manager is responsible for delivering service levels for guests ranging from business-as-usual operations to VVIP event experiences. The successful candidate will have had a significant amount of experience in Protocol for major events. Job ResponsibilitiesDevelop and implement tailored guest services strategies, delineated by service levels, to elevate the event experience. Collaborate closely with internal and external stakeholders to ensure alignment and effective communication of these strategies. Customize operating plans for each event based on guest demographics and specific requirements, utilizing designated service levels to optimize service delivery. Demonstrate expertise in managing guests with accessibility needs by implementing event-specific accessibility strategies. Provide guidance on Accessibility Guidelines to educate the broader event team on navigating challenges and seizing opportunities in accessibility management. Plan and execute efficient and accurate guest registration and check-in processes for both in-person and virtual events, optimizing the guest experience from the outset. Lead the guest journey process for each event, collaborating with cross-functional partners to identify and address any gaps in the guest experience. Oversee the setup and management of information desks, welcome areas, and other guest services points to ensure seamless operations during MICE events. Work closely with internal and external stakeholders, as well as production teams, to ensure event branding is accessible to all guests, reinforcing the event's identity and message. Serve as the primary point of contact to address guest inquiries, requests, and concerns promptly and courteously, maintaining an elevated level of guest satisfaction for each event and experience. Collaborate with internal and external entities to organize essential services to ensure a smooth guest experience. Maintain a comprehensive understanding of event details, schedules, and logistics information to effectively assist guests throughout the event. Implement crowd management and safety protocols to safeguard guests and ensure a secure and enjoyable event experience. Establish and uphold guest service standards and procedures to ensure consistency and quality. Monitor guest feedback and conduct post-event evaluations to identify areas for enhancement. Policies, Systems, Processes, Procedures, Standards and ReportsFollow all relevant functional policies, processes, standard operating procedures, and instructions to ensure that work is carried out in a controlled and consistent manner.Assist in the preparation of accurate and timely functional MIS statements and reports to meet corporate and functional requirements, policies, and standards.Safety, Quality & EnvironmentApply safety, quality and environmental management policies, procedures, and controls to ensure employee safety, legislative compliance, delivery of high-quality products/service and a responsible environmental attitude.Continuous ImprovementContribute to the identification of opportunities for continuous improvement of department's systems, processes and practices considering 'international best practice,' improvement of business processes, cost reduction and productivity improvement.Qualifications & Requirements:Bachelor's degree in hospitality management, Event Management, or a related field (preferred).Proven experience in guest services or hospitality management, especially in large-scale events or venues.Strong leadership and team management skills.Excellent communication and interpersonal abilities.Exceptional problem-solving and conflict resolution skills.Ability to work effectively under pressure and manage multiple tasks simultaneously.Detail-oriented with a strong focus on providing top-notch customer service.Proficiency in relevant software and tools for guest management.Willingness to work irregular hours, including evenings and weekends, as dictated by event schedules.Essential Skills and Qualities:Proven ability to manage and lead a multi-cultural team in a collaborative environment. Clear capacity to recognise potential hazards within the day-to-day operations of event activities, taking the initiative and setting in place actions to minimize those risks.Exhibit leadership qualities, mentor, and develop other team members both in professional as well as inter-personal capacities. Be a part of driving the creative transformation of the program assets to maximize value and support the leadership team in the conceptualization and execution of additional event and festival programming which may come online as part of the project. An unyielding commitment to excellence. An entrepreneurial and self-motivated orientation Understand Hotel / Resort Operations Be a team player Have experience with business planning Be able to supervise other people Understanding diverse cultures Be an effective communicator Be adaptable Be always customer focused Drive results forward and manage growthFor more information about Red Sea Global, visit:Website: https://www.redseaglobal.com/enYouTube: https://www.youtube.com/watchv=6ySGZwubomwTwitter: https://twitter.com/RedSeaGlobal
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