Job Information
Job Title: Manager Guest Experience
Reports to: Senior Manager Guest Experience / Destination Operations
Division: Red Sea Sport Entertainment (RSSE)
Department: Guest Experience - RSSE
Job Grade: Manager
Job Code: SP7
About Red Sea Sport & Entertainment
Red Sea Sports & Entertainment (RSSE) is a dedicated subsidiary of Red Sea Global (RSG), responsible for designing and delivering outstanding land and marine experiences at The Red Sea destination. RSSE manages and operates a diverse portfolio of sports, adventure, and leisure offerings, including water sports through Galaxea, adventure activities via Akun, and leisure experiences delivered by WAMA.
RSSE plays a key strategic role in the partnership between Red Sea Global and the Saudi Olympic & Paralympic Committee, united by a shared ambition to promote inclusive, accessible, and world-class sports and recreational experiences.
Guided by a purpose-driven approach and a strong commitment to people and the planet, RSSE delivers innovative programs aligned with Saudi Vision 2030, supporting the Kingdom's ambition to become a global leader in regenerative tourism.
Job Purpose
The Manager Guest Experience is responsible for delivering exceptional, seamless, and brand-aligned guest journeys across Red Sea Global destinations under RSSE. The role ensures that every guest interaction reflects Red Sea Global's commitment to ultra-luxury hospitality, sustainability, authenticity, and world-class service.
This position plays a key leadership role in embedding a guest-centric culture across RSSE assets, overseeing guest-facing teams, coordinating with internal stakeholders, and ensuring the consistent delivery of memorable experiences from pre-arrival through post-departure, while upholding Red Sea Global's environmental and cultural values.
Job Responsibilities
Guest Experience & Journey Management
- Lead the end-to-end guest experience across RSSE-managed assets, ensuring consistency, personalization, and excellence at all touchpoints.
- Ensure all guest interactions align with Red Sea Global brand standards, service philosophy, and luxury destination positioning.
- Oversee arrival, on-site, and departure experiences, including VIP and high-profile guest handling.
- Identify guest journey gaps and implement enhancements to continuously elevate satisfaction and emotional engagement.
Team Leadership & Capability Development
- Lead, coach, and develop Guest Experience and frontline service teams across RSSE operations.
- Embed a guest-first culture through structured training, coaching, and performance management.
- Ensure teams consistently demonstrate professional grooming, conduct, and service etiquette aligned with RSG standards.
- Support workforce planning, scheduling, and readiness to meet operational demand across peak and off-peak periods.
Cross-Functional Coordination
- Work closely with RSSE Operations, Adventure, Marine, Events, Security, Transport, Facilities, and Hospitality teams to deliver integrated guest experiences.
- Act as the central coordination point for guest experience planning during special events, activations, and seasonal operations.
- Ensure guest experience SOPs are implemented consistently across all RSSE assets.
Guest Feedback, Insights & Service Recovery
- Oversee guest feedback mechanisms, satisfaction surveys, and service quality metrics.
- Lead service recovery processes, acting as the primary escalation point for complex guest concerns.
- Translate guest insights into actionable improvements across operations, training, and service design.
- Prepare and present guest experience reports, KPIs, and improvement plans to senior management.
Brand, Quality & Compliance
- Ensure full alignment with Red Sea Global brand guidelines, service standards, and quality frameworks.
- Support internal audits, mystery guest programs, and service quality assessments.
- Ensure compliance with all relevant policies, procedures, and regulatory requirements impacting guest-facing operations.
Sustainability, Safety & Cultural Stewardship
- Integrate Red Sea Global's sustainability commitments into daily guest interactions and experiences.
- Collaborate with Environment & Sustainability teams to promote responsible tourism and environmental awareness.
- Ensure guest experience operations align with safety, security, and environmental standards without compromising service quality.
- Promote respect for local culture, heritage, and destination storytelling in all guest engagements.
Continuous Improvement & Innovation
- Identify opportunities to enhance guest experience through innovation, technology, and international best practices.
- Support the implementation of digital guest platforms, CRM systems, and experience enhancement tools.
- Contribute to operational efficiency, service consistency, and continuous improvement initiatives across RSSE.
Job Stakeholders
Internal:
- RSSE Operations & Asset Management
- Adventure, Marine & Events Teams
- Security, Transport & Facilities
- Environment & Sustainability
- Marketing & Communications
- Destination Operations
External:
- Guests and VIP Clients
- Service Partners and Vendors
- Tourism and Regulatory Authorities
Job Requirements
Qualifications & Experience
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or related discipline (preferred).
- Minimum 68 years of experience in guest experience, luxury hospitality, destination operations, or experiential tourism.
- Proven experience leading guest-facing teams in high-end or ultra-luxury environments.
- Strong background in service recovery, VIP handling, and brand-led service delivery.
Essential Skills
- Exceptional communication and interpersonal skills
- Good spoken and written English.
- Strong leadership and people development capabilities
- Guest-centric mindset with a high level of attention to detail
- Ability to manage escalations with professionalism and discretion
- Strong organizational, planning, and problem-solving skills
- Ability to operate effectively in a multicultural, site-based environment
- Proficiency in Microsoft Office and guest feedback/CRM platforms
Desirable Skills
- Experience within destination developments or giga-project environments
- Arabic language skills (spoken and written)
- Knowledge of guest journey mapping and service design methodologies
- Familiarity with sustainability-led tourism and responsible destination practices
