Digital Concierge Supervisor

Join Red Sea Global Hospitality and become part of a team leading the change in responsible development and regenerative tourism.

Job Title: Digital Concierge Supervisor

Department: Front Office

Reports to: Digital Concierge Manager

Property: Shebara

About Us

Welcome to the next generation of hospitality excellence. At Red Sea Global Hospitality, we are committed to delivering exceptional guest experiences and creating an extraordinary work environment for our team members. Our ethos is deeply rooted in Respect, Responsibility, Passion, and Collaborationvalues that guide us in our pursuit of operational brilliance, innovative guest service, and sustainable practices. Joining us means you will be part of a forward-thinking, pioneering organization, shaping the future of luxury hospitality, and contributing to the elevation of the Red Sea Global brand.

The Role

As a Digital Concierge Supervisor, you will be responsible for Leading the digital concierge operations across multiple hotel properties, ensuring seamless integration of technology-driven guest services. Oversee Digital concierge teams, optimize digital platforms, and elevate guest engagement through personalized, efficient digital solutions.

At Red Sea Global Hospitality, we take pride in representing our resorts and the Kingdom of Saudi Arabia to visitors from around the globe. We uphold a values-led culture for both our guests and our colleagues, collaborating closely to deliver unparalleled service excellence.

Key Areas of Responsibilities

Please note that the responsibilities outlined below are not exhaustive. Red Sea Global Hospitality employees continuously innovate in caring for the needs of the business, their guests, and their colleagues. As a Digital Concierge Supervisor, you will need to:

Digital Guest Experience Strategy

• Monitor real-time guest interactions across platforms (app, social media, web) to ensure prompt and personalized responses.
• Analyze guest data to refine service personalization and predict preferences.
• Ensure all guest requests made via digital are responded to, acted and followed up on in a timely and professional manner.

Multi-Property Platform Management

• Oversee integrated digital systems (e.g., CRM, PMS, messaging tools) across all cluster properties.
• Ensure consistent branding and service standards for digital touchpoints (app notifications, email templates, chat scripts).
• Troubleshoot and escalate technical issues with vendors (e.g., Oracle OPERA, Amadeus).

Team Leadership & Training

• Supervise remote/virtual concierge teams across properties, including scheduling and performance reviews.
• Train employees on new digital tools, data privacy protocols, and brand voice guidelines.
• Foster a culture of innovation through cross-property knowledge sharing.

Performance Analytics & Reporting

• Track KPIs: app adoption rates, chatbot resolution time, guest satisfaction scores (e.g., NPS).
• Generate monthly reports on digital engagement trends and ROI of concierge initiatives.
• Identify opportunities to reduce operational costs through automation.

Crisis Management & Compliance

• Resolve critical guest issues (e.g., booking errors, urgent requests) via digital channels within 15 minutes.
• Ensure compliance with GDPR/local data laws and brand security standards.
• Maintain 24/7 service coverage for high-priority inquiries.

Technology Integration & Innovation

• Pilot emerging technologies (AI concierge, voice assistants, AR wayfinding) to elevate guest experiences.
• Collaborate with IT to test and deploy system upgrades with minimal disruption.
• Optimize mobile app features (check-in/out, keyless entry, dining reservations).

Call Flow Management

• Attending all inbound and outbound calls, ensuring they answered in a professional manner and according to standard guidelines.
• Attend to escalations from the team members for any guest requests or queries.
• Generate statics reports, daily, weekly and monthly to ensure guests satisfaction and team goals are met.

Key Qualifications

• Bachelor's degree in Digital Marketing, Hospitality Technology, or related field.
• 3+ years in digital guest services, with 1+ year in a supervisory role across multiple properties.
• Experience with CRM platforms (Salesforce, Zendesk) and PMS integrations (Oracle, Cloudbeds).

In Return, What We Offer

• Exciting opportunities for personal and professional development at all levels, featuring targeted development programs aimed at equipping you for your next career move.
• Competitive compensation package.
• Access to exclusive perks, complimentary nights, and benefits within Red Sea Global Hospitality.
• Health Insurance coverage whilst in service.
• A supportive and inclusive work environment that values diversity and collaboration.
• Employee Recognition Programs.
• Daily meals on duty and uniform dry-cleaning services.
• Year-round events of social, wellness programs, charity drives, and sports activities.

Accessibility and Adjustments

We welcome all applicants and are keen to ensure our employees reflect the diversity of the Kingdom of Saudi Arabia and the communities we serve. We are committed to providing reasonable adjustments throughout our recruitment process and we'll always endeavor to be as accommodating as possible. If you would like to discuss any specific requirements, please get in touch with us.

Red Sea Global Hospitality is an equal opportunity employer committed to diversity and inclusion in the workplace. We encourage individuals from all backgrounds to apply.