Client Relations and Experience Coordinator

Job Title:

Client Relations and Experience Coordinator

Department:
Sales

Reporting to:
Cluster Director of Business Development

Property:
Thuwal

Welcome to the next generation of hospitality excellence. At Red Sea Global Hospitality, we are committed to delivering exceptional guest experiences and creating an extraordinary work environment for our team members. Our ethos is deeply rooted in Respect, Responsibility, Passion, and Collaboration—values that guide us in our pursuit of operational brilliance, innovative guest service, and sustainable practices. Joining us means you will be part of a forward-thinking, pioneering organization, shaping the future of luxury hospitality, and contributing to the elevation of the Red Sea Global brand.

The Client Relations and Experience Coordinator serves as the initial point of contact for prospective guests, managing and qualifying inquiries before handing them over to the Sales team. The coordinator then supports the guest journey by managing communication, logistics, transportation, excursions, and in-stay requirements, while working closely with Sales and Operations to ensure a seamless, personalized, and memorable guest experience.

Please note that the responsibilities outlined below are not exhaustive. Red Sea Global Hospitality employees continuously innovate in caring for the needs of the business, their guests, and their colleagues. As a Client Relations and Experience Coordinator, you will need to:

• Receive and manage initial booking inquiries for Thuwal Private Retreat, providing timely and personalized responses while gathering key information about the client’s requirements and expectations.
• Pre-screen and qualify potential guests by understanding their preferences, purpose of stay, preferred dates, group size, budget, and experience requirements.
• Provide prospective guests with relevant information about the retreat, accommodation, experiences, and services to support their initial inquiry and create a positive first impression.
• Accurately capture and maintain client details and inquiry information to ensure a complete and effective handover.
• Handover qualified inquiries and relevant client information to the Sales team for follow-up, conversion, and further reservation management.
• Coordinate closely with the Sales team to ensure a seamless transition from initial inquiry and qualification to the sales and reservation process.

• Manage and coordinate all guest-related communication and logistics throughout the guest journey, including transportation arrangements, excursions, activities, arrival, departure, and in-stay requirements.
• Collect, maintain, and communicate comprehensive guest details, including arrival and departure information, transportation requirements, preferences, special occasions, dietary requirements, activities, and other relevant requests, while ensuring confidentiality and accuracy.
• Coordinate airport, marina, and island transfers, ensuring seamless transportation arrangements before arrival, throughout the stay, and upon departure.
• Personally attend to guests during arrival and departure and, when required, throughout their stay, providing a warm and personalized welcome, assisting with logistics, and ensuring that expectations are met.
• Monitor the guest journey in real time and proactively address any changes, delays, special requests, or unexpected requirements to ensure a seamless and luxurious experience.
• Conduct pre-arrival and in-stay follow-ups with guests to confirm arrangements, anticipate needs, and identify opportunities to enhance their experience.
• Ensure a smooth handover of all guest information and arrangements between the sales, reservations, and operational teams from initial booking through departure and post-stay follow-up.

• Design and tailor personalized itineraries, including accommodations, activities, dining options, and special events based on individual guest needs and desires.
• Recommend and arrange excursions, spa treatments, recreational activities, and unique experiences to enhance the stay.

• Create and manage tailored dining experiences for guests, incorporating their preferences and any unique requests to enhance their stay.

• Plan and coordinate special events on the island, including birthdays, weddings, engagements, themed dining experiences, and…