Company Description

Established in 2000 in Turkey, Rixos pioneers the ALL Inclusive, ALL Exclusive concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Job Description

Develop and implement regional guest relations and CRM strategies across all hotels in Rixos & All Inclusive Collection in Egypt
Ensure delivery of exceptional guest experience at every stage of the guest journey
Oversee VIP guest handling, personalized services, and special guest requests
Manage and improve guest complaint handling and service recovery processes
Monitor guest satisfaction scores (e.g., surveys, online reviews) and implement improvements
Lead CRM system implementation and ensure effective use of guest data across properties
Develop guest loyalty programs and personalized engagement strategies
Ensure consistency of guest service standards across all hotel properties
Train and develop guest relations teams to deliver luxury service excellence
Analyze guest feedback trends and implement operational improvements
Collaborate with Operations, Sales, Marketing, and Revenue teams to enhance guest experience
Manage reputation management across online platforms and review channels
Develop standard operating procedures for guest relations and CRM activities
Ensure accurate guest profiling and data management for personalized service delivery
Lead initiatives to improve guest retention and repeat visitation rates
Support pre-opening projects to establish guest experience frameworks and systems
Coordinate special events, VIP arrivals, and high-profile guest stays
Ensure service recovery excellence in critical guest situations
Report guest satisfaction performance, CRM insights, and improvement actions to VP of Operations
Continuously innovate guest experience strategies to enhance brand loyalty and emotional connection with guests

Qualifications

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 experience in luxury hotels or all-inclusive resort operations
Proven expertise in CRM systems, guest loyalty programs, and customer experience strategies
Strong understanding of service recovery, complaint management, and guest satisfaction metrics
Excellent leadership, communication, and interpersonal skills
Strong analytical skills for interpreting guest feedback and experience data

Fluency in English; and ideally other languages

Director Guest Relations & CRM Rixos & All-Inclusive Collection Egypt