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

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.

• 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

• 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