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Exclusive Guest Experience Lead

2 weeks ago

Jeddah, Makkah Province, Saudi Arabia Raffles Hotels & Resorts Full time

Exclusive Guest Experience Lead:

We are seeking an exceptional individual to lead our concierge team at Raffles Hotels & Resorts. As the Exclusive Guest Experience Lead, you will be responsible for ensuring our guests receive unparalleled service and unforgettable experiences during their stay.

About the Role:

The ideal candidate will have a proven track record of managing high-performing teams and implementing innovative concierge services. This includes developing and implementing strategies to improve guest satisfaction and loyalty.

Your Key Responsibilities:

  • Lead and manage the concierge team, providing guidance and support to ensure exceptional guest experiences.
  • Develop and implement strategies to improve guest satisfaction and loyalty.
  • Collaborate with other department heads to ensure seamless guest experiences across all touchpoints.
  • Stay up-to-date with the latest trends in luxury hospitality and implement best practices in concierge services.
  • Manage departmental resources effectively.
  • Ensure accurate and timely communication of guest preferences and requests across all shifts.

Your Requirements:

  • 7-10 years of experience in luxury hospitality, with at least 3 years in a senior concierge role.
  • Bachelor's degree in Hospitality Management or related field.
  • Les Clefs d'Or certification strongly preferred.
  • Fluency in Arabic and English; additional languages are a significant advantage.
  • Exceptional leadership skills with a proven track record of managing and mentoring high-performing teams.
  • Outstanding communication and interpersonal skills, with the ability to interact effectively with guests, staff, and partners at all levels.
  • Strong problem-solving abilities and meticulous attention to detail.
  • Advanced proficiency in hotel management software and concierge-specific tools.
  • Excellent organizational and time management skills, with the ability to prioritize multiple tasks in a fast-paced environment.
  • In-depth knowledge of Jeddah's attractions, dining scene, and cultural offerings, as well as broader knowledge of luxury travel destinations worldwide.
  • Thorough understanding of luxury hospitality standards and practices, with a commitment to exceeding guest expectations.
  • Proven ability to implement innovative concierge services and programs.
  • Experience in resource allocation.
  • Strong network of local and international contacts in the hospitality industry.
  • Ability to work flexible hours, including evenings, weekends, and holidays.
  • Passion for delivering exceptional guest experiences and creating lasting memories.
  • Adaptability and resilience in handling high-pressure situations and last-minute changes.