Guest Experience Manager

Job Title: Manager - Guest Experience

Reports to: Senior Manager - Guest Experience / Destination Operations

Division: Red Sea Sport Entertainment (RSSE)

Department: Guest Experience - RSSE

Job Grade: Manager

Job Code: SP7

Red Sea Sports & Entertainment (RSSE) is a dedicated subsidiary of Red Sea Global (RSG), responsible for designing and delivering outstanding land and marine experiences at The Red Sea destination
. RSSE manages and operates a diverse portfolio of sports, adventure, and leisure offerings, including water sports through Galaxea
, adventure activities via Akun
, and leisure experiences delivered by WAMA
.

RSSE plays a key strategic role in the partnership between Red Sea Global and the Saudi Olympic & Paralympic Committee
, united by a shared ambition to promote inclusive, accessible, and world class sports and recreational experiences.

Guided by a purpose driven approach and a strong commitment to people and the planet, RSSE delivers innovative programs aligned with Saudi Vision 2030
, supporting the Kingdom's ambition to become a global leader in regenerative tourism.

The Manager - Guest Experience is responsible for delivering exceptional, seamless, and brand aligned guest journeys across Red Sea Global destinations under RSSE. The role ensures that every guest interaction reflects Red Sea Global's commitment to ultra luxury hospitality, sustainability, authenticity, and world class service.

This position plays a key leadership role in embedding a guest centric culture across RSSE assets, overseeing guest facing teams, coordinating with internal stakeholders, and ensuring the consistent delivery of memorable experiences from pre arrival through post departure, while upholding Red Sea Global's environmental and cultural values.

• Lead the end to end guest experience across RSSE managed assets, ensuring consistency, personalization, and excellence at all touchpoints.
• Ensure all guest interactions align with Red Sea Global brand standards, service philosophy, and luxury destination positioning.
• Oversee arrival, on site, and departure experiences, including VIP and high profile guest handling.
• Identify guest journey gaps and implement enhancements to continuously elevate satisfaction and emotional engagement.

• Lead, coach, and develop Guest Experience and frontline service teams across RSSE operations.
• Embed a guest first culture through structured training, coaching, and performance management.
• Ensure teams consistently demonstrate professional grooming, conduct, and service etiquette aligned with RSG standards.
• Support workforce planning, scheduling, and readiness to meet operational demand across peak and off peak periods.

• Work closely with RSSE Operations, Adventure, Marine, Events, Security, Transport, Facilities, and Hospitality teams to deliver integrated guest experiences.
• Act as the central coordination point for guest experience planning during special events, activations, and seasonal operations.
• Ensure guest experience SOPs are implemented consistently across all RSSE assets.

• Oversee guest feedback mechanisms, satisfaction surveys, and service quality metrics.
• Lead service recovery processes, acting as the primary escalation point for complex guest concerns.
• Translate guest insights into actionable improvements across operations, training, and service design.
• Prepare and present guest experience reports, KPIs, and improvement plans to senior management.

• Ensure full alignment with Red Sea Global brand guidelines, service standards, and quality frameworks.
• Support internal audits, mystery guest programs, and service quality assessments.
• Ensure compliance with all relevant policies, procedures, and regulatory requirements impacting guest facing operations.

• Integrate Red Sea Global's sustainability commitments into daily guest interactions and experiences.
• Collaborate with Environment & Sustainability teams to promote…