Guest Experience Manager

**Company Description** Join** us at Accor,**where** life pulses**with** passion**

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

At Sofitel Shahd Al Madinah our Guests experience profound spiritual luxury, a few steps away from Al Masjid Al Nabawi. Our 5-star retreat, near one of Saudi Arabia's most sacred sites, seamlessly connects local traditions with elegant French hospitality.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

**Hospitality**is** a**work** of**heart**,**
**Join** us and**become** a**Heartist**®.**

We are seeking an exceptional Guest Experience Manager (Saudi Only) to join our team in Madinah, Saudi Arabia. As a key member of our hospitality management team, you will be responsible for ensuring the highest level of guest satisfaction and overseeing all aspects of the guest experience in our prestigious establishment.
- Lead and inspire a team of customer service professionals to deliver exceptional guest experiences
- implement strategies to enhance guest satisfaction and loyalty
- Oversee daily operations of guest relations department & Our Loyalty program members journey on daily basis
- Reply to guest feedback and inform other departments with needful actions
- Collaborate with other departments to ensure seamless guest experiences across all touchpoints
- Handle complex guest issues and complaints with professionalism and empathy
- Develop and maintain relationships with key clients and VIP guests
- Ensure compliance with Saudi Arabian hospitality standards and Islamic principles
- Monitor and optimize guest experience KPIs and metrics
- Conduct regular training sessions to enhance team performance and cultural awareness

**Qualifications**
- Saudi nationality is required for this position
- Minimum 3-5 years of experience in Luxury hospitality, preferably in a Guest relation and/or front office management
- Excellent command/Fluent on French and Excellent communication skills in both Arabic and English
- Bachelor's degree in Hospitality Management, Business Administration, or related field
- Strong leadership abilities with a proven track record of team management
- Exceptional problem-solving and conflict resolution skills
- Proficiency in hospitality management software and systems
- In-depth knowledge of Saudi Arabian culture, customs, and Islamic hospitality principles
- Customer service expertise with a focus on creating memorable guest experiences
- Ability to work flexible hours, including evenings, weekends, and holidays
- Additional certifications in hospitality or customer service management are preferred

**Additional Information**
Ability to work well under pressure in a fast paced environment
Excellent communication skills and a professional presentation
Ability to work cohesively with fellow colleagues as part of a team
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.