Guest Relations Manager

About the role

Swissotel Sharm El Sheikh All-Inclusive Collection is seeking a Guest Relations Manager to lead its guest experience team. The role ensures that every guest enjoys a luxurious, personalized stay that reflects the brand’s immersive, lifestyle-focused vision.

Key responsibilities

• Oversee all aspects of guest relations, guaranteeing exceptional experiences aligned with Ennismore’s immersive brand.
• Develop and implement personalized service strategies to boost guest satisfaction and loyalty.
• Lead, train and mentor the guest relations team, fostering a culture of excellence and adherence to Swissôtel’s luxury standards.
• Monitor and analyse guest feedback from multiple channels, driving continuous improvement.
• Coordinate VIP and high-profile guest services, anticipating needs with the highest professionalism.
• Handle guest complaints promptly, ensuring satisfactory resolutions while protecting the resort’s reputation.
• Collaborate with Front Office, Housekeeping, Recreation, and Food & Beverage to deliver seamless experiences.
• Integrate Ennismore’s lifestyle and immersive brand elements into daily guest interactions.
• Promote cultural and lifestyle activities that enrich the guest experience.
• Assist in planning and executing guest events that align with the resort’s iconic identity.
• Maintain accurate guest profiles and preferences for personalized service.
• Work with Learning & Development to provide training on service excellence and brand standards.
• Conduct regular quality audits of guest interactions and embed sustainable practices in guest relations.

Required profile

• Proven leadership experience in luxury hospitality guest relations.
• Strong ability to train, mentor and motivate a team.
• Excellent communication and problem-solving skills.
• Customer-focused mindset with a passion for delivering personalized experiences.
• Ability to work collaboratively across multiple hotel departments.
• Awareness of brand standards and commitment to sustainability initiatives.

Required skills