Company Description
The FAENA Movement is a journey of art, culture, and community. Rooted in the soulful traditions of the South and elevated by imaginative design, our culture celebrates authentic hospitality and transformative experiences. We create spaces where dreams are brought to life—through bold ideas, meaningful collaboration, and a deep sense of purpose.
As we continue our expansion into the Kingdom of Saudi Arabia, FAENA The Red Sea will mark a new chapter—visionary in spirit, exceptional in execution. We’re building more than a hotel; we’re shaping a world of beauty, wonder, and connection. If you’re driven by creativity, excellence, and a desire to be part of something extraordinary, we invite you to help bring this vision to life.
Job Description
We are hiring for a Guest Experience Manager who will be the custodian of our guest journey—shaping every touchpoint from pre-arrival to post-departure into a seamless, emotionally engaging experience. This role brings the brand to life through visible leadership, intuitive service, and storytelling, ensuring each guest interaction reflects FAENA’s distinct culture, creativity, and sense of place. By anticipating needs, resolving challenges with grace, and inspiring teams to deliver beyond expectation, the Guest Experience Manager transforms stays into unforgettable moments that drive loyalty, reputation, and return.
Key Responsibilities
- Own and elevate the end-to-end guest journey, ensuring seamless coordination across all departments
- Champion Forbes standards, embedding service excellence and audit readiness across all guest touchpoints
- Personalize experiences for VIPs, repeat guests, and special occasions through anticipation and attention to detail
- Maintain a strong, visible presence in the lobby and public areas, engaging directly with guests during peak times
- Lead guest recognition initiatives, ensuring preferences and profiles are consistently captured and utilized
- Act as the primary escalation point for guest concerns, driving swift, empathetic, and effective service recovery
- Conduct daily walkthroughs and service observations, identifying opportunities to enhance the guest experience
- Inspire and coach front-line teams to deliver intuitive, emotionally engaging service
- Lead daily briefings focused on guest experience priorities and operational alignment
- Collaborate closely with Front Office, Concierge, Butler, Housekeeping, and Engineering teams to ensure seamless delivery
- Oversee guest feedback, analyze trends, and implement continuous improvement initiatives
- Ensure all guest-facing areas reflect brand standards in presentation, ambience, and service flow
- Support operational coverage across Front Office and Butler services when required
- Maintain accurate guest profiles, reports, and documentation across all systems
Qualifications
- 1–2 years’ experience in Guest Relations, Butler Service, or Front Office leadership within a luxury hotel or resort
- Diploma or degree in Hospitality Management or a related field preferred
- Strong understanding of luxury service standards, including Forbes or LQA frameworks
- Exceptional interpersonal and communication skills, with the ability to connect authentically with guests and teams
- Highly proactive with strong problem-solving and decision-making capabilities
- Confident in handling sensitive situations with professionalism, discretion, and empathy
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
- Experience with hotel systems such as Opera or similar platforms is an advantage
- Energetic, engaging, and service-driven with a passion for creating memorable guest experiences
- Polished presentation and a natural ability to lead by example on the floor
- Must speak fluent English and Arabic
