Director of Guest Relations & CRM (Egypt)

About the role

We are seeking a senior leader to develop and execute guest relations and CRM strategies for all Rixos and All‑Inclusive Collection hotels in Egypt. The role will ensure an exceptional guest experience at every touchpoint, oversee VIP handling, and maintain luxury service standards across multiple properties.

Key responsibilities

• Design and implement regional guest relations and CRM strategies for all Egyptian properties.
• 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, analyse feedback trends and drive operational improvements.
• Lead CRM system implementation and ensure effective use of guest data.
• Develop loyalty programmes, personalised engagement strategies and retention initiatives.
• Ensure consistency of service standards and train guest relations teams.
• Collaborate with Operations, Sales, Marketing and Revenue teams to enhance the guest journey.
• Support pre‑opening projects by establishing guest experience frameworks.
• Report performance, CRM insights and improvement actions to the VP of Operations.

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, loyalty programmes and customer‑experience strategies.
• Excellent leadership, communication and interpersonal abilities.
• Fluency in English; additional languages are a plus.

Required skills

• CRM systems
• Guest data management