Guest Services Manager

Role Purpose

The Guest Services Manager is responsible for designing and implementing the systems, processes and team to provide exceptional service to all guests, ensuring their experience to Sindalah is both seamless and memorable. This role involves management of all guest services activities and liaising with multiple stakeholders to ensure a personalized and fluid guest experience.

Key Accountabilities & Activities

• Develop tactical solutions to enable the delivery of the Guest Relations & Experience department strategy
• Manage and endorse the consistent and professional delivery of Sindalah's code of conduct, policies and procedures, as well as embody NEOM's best practices and vision
• Assist the Head of Guest Relations & Experience in achieving the department's KPIs, noting areas of efficiencies or underperformance
• Monitor the approved departmental budget, with a focus on ensuring efficient operations within the prescribed budget and business parameters
• Guide the Guest Relations & Experience department team in executing their respective responsibilities towards the achievement of the department's and Sindalah's overall goals, whilst monitoring and maintaining the project timeline
• Help instill a culture of development, guidance and performance within the Sindalah team
• Engage in workforce planning and provide recommendations for hiring, training and mentorship
• Best Practices - coordinate the consistent and professional delivery of Sindalah's code of conduct, policies and procedures, as well as embody NEOM's best practices and vision
• All other tasks as required by the Head of Guest Relations & Experience or as needed by the project

Experience Management

• Develop a deep understanding of the guest journey and lifecycle to build personalized communications
• Detail the end-to-end customer journey of Sindalah's guest profiles, with a focus on booking to arrivals
• Detail levels of service across all guest profiles, ensuring customized attention for special guests
• Handle guest interactions and special requests with the highest level of hospitality and professionalism, accommodating special requests whenever possible
• Create alignment between the Service Experience Operator (DMC), and relevant stakeholders as it relates to 7-star standards
• Digital Platforms - constantly evolve and improve NEOM's digital platforms in alignment with NEOM Tourism, Digital and Operators to best service the guest, including UAT testing and evolvement of the digital roadmap with Tourism and Sindalah's digital tech

Guest Operations

• Develop SLAs and Best Practices - ensuring Guest Servicing standards are in place to respond to all guest queries/complaints/requests in a timely matter for 7-star standards and UHNW/HNW guests
• SOPs - develop and maintain a systematic procedure to document, track, and ensure appropriate processes and practices are in place to provide prompt and professional resolution of guest experience matters
• Knowledge Hub - development, updating, and management of the 'knowledge hub' of centralized information, serving as a source of truth for all on-island information
• CRM Development - develop and manage the implementation and training of the CRM solution for optimal guest servicing, focusing on SalesForce development of Service Cloud, and identify other advanced opportunities including AI
• Sales to Servicing Roadmap - liaise with Sindalah + Operator Marketing and Servicing teams, alignment of the Sales-to-Servicing roadmap to ensure clear communications and POC for the Sindalah guest
• Training Implementation - develop the training materials and resources for the Sindalah Servicing agents and team
• Responsible for the development and day-to-day operations of the guest services team, including the contact center agents, managers/supervisors, CRM analysts, and quality control
• Briefings & Alignment - coordinate and conduct routine briefings for all Service Experience Operator staff with the focus of providing relevant information and updates
• Issue Resolution - develop the escalation framework for all guest-related matters, including establishing SLAs around servicing and response times pre to post-opening
• Collaterals & Resources - identify and develop, in coordination with Sindalah/Central Marketing, the resource and guest collaterals - both virtual and printed

Guest Services

• Serve as a main point of contact for guest servicing and experience matters to de-escalate to find the optimal solution
• Manage the process to develop, update, produce and distribute all print and digital guest-facing materials in coordination with internal counterparts
• Liaise with various departments to ensure the highest level of guest experience is constantly provided
• Guest Satisfaction Surveys - ensure guest satisfaction levels are maintained at a consistently high level by designing and implementing guest satisfactory feedback programs in alignment with all operators
• Voice of the Customer - measure voice of the customer and work closely Head of Guest Relations to implement improvements opportunities
• Data Analytics - measure customer behaviour, including quantitative and qualitative metrics, in order to design personalized itineraries and touchpoints throughout the stay and future visits

Qualifications

• Bachelor's Degree in Business Administration, Hotel and Restaurant Management, or related major
• Minimum of ten (10) years of professional experience in customer-focused managerial role in the field of Guest Relations, Hospitality, Management Operations or a related professional area is required
• Certification in the field of hospitality or customer service, and/or Project Management Professional (PMP) is desirable

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