Director of Guest Relations & CRM (Egypt)

About the role

The Director of Guest Relations & CRM will lead the guest experience strategy for all Rixos and All‑Inclusive Collection hotels in Egypt. Reporting to the VP of Operations, you will ensure a seamless, luxury‑level journey for every guest, from pre‑arrival through post‑stay.

Key responsibilities

• Develop and implement regional guest relations and CRM strategies across all hotels in Egypt.
• Oversee VIP guest handling, personalized services, and special requests.
• Manage guest complaint handling, service recovery, and reputation management on online platforms.
• Monitor guest satisfaction scores and drive continuous improvement initiatives.
• Lead CRM system implementation and ensure effective use of guest data.
• Design guest loyalty programs and personalized engagement tactics.
• Train and develop guest relations teams to deliver luxury service excellence.
• Analyze feedback trends, implement operational improvements, and report performance to senior leadership.
• Support pre‑opening projects by establishing guest experience frameworks and SOPs.

Required profile

• 8–15+ years of experience in guest relations, hospitality operations, or CRM management.
• Minimum 5 years in a senior regional or multi‑property guest experience leadership role.
• Strong background in luxury hotels or all‑inclusive resort operations.
• Proven expertise in CRM systems, guest loyalty programs, and customer experience strategies.
• Fluency in English; additional languages are a plus.

Required skills

• CRM system implementation and utilization.
• Guest loyalty program design and personalized engagement.
• Analytical ability to interpret guest feedback and satisfaction metrics.