Digital Concierge Supervisor

Join Red Sea Global Hospitality and become part of a team leading the change in responsible development and regenerative tourism.

Job Title: Digital Concierge Supervisor

Department: Front Office

Reports to: Digital Concierge Manager

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.

As a Digital Concierge Supervisor, you will be responsible for Leading the digital concierge operations across multiple hotel properties, ensuring seamless integration of technology-driven guest services. Oversee Digital concierge teams, optimize digital platforms, and elevate guest engagement through personalized, efficient digital solutions.

At Red Sea Global Hospitality, we take pride in representing our resorts and the Kingdom of Saudi Arabia to visitors from around the globe. We uphold a values-led culture for both our guests and our colleagues, collaborating closely to deliver unparalleled service excellence.

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 Digital Concierge Supervisor, you will need to:

• Monitor real-time guest interactions across platforms (app, social media, web) to ensure prompt and personalized responses.
• Analyze guest data to refine service personalization and predict preferences.
• Ensure all guest requests made via digital are responded to, acted and followed up on in a timely and professional manner.

• Oversee integrated digital systems (e.g., CRM, PMS, messaging tools) across all cluster properties.
• Ensure consistent branding and service standards for digital touchpoints (app notifications, email templates, chat scripts).
• Troubleshoot and elevate technical issues with vendors (e.g., Oracle OPERA, Amadeus).
• Supervise remote/virtual concierge teams across properties, including scheduling and performance reviews.
• Train employees on new digital tools, data privacy protocols, and brand voice guidelines.
• Foster a culture of innovation through cross-property knowledge sharing.

• Track KPIs: app adoption rates, chatbot resolution time, guest satisfaction scores (e.g., NPS).
• Generate monthly reports on digital engagement trends and ROI of concierge initiatives.
• Identify opportunities to reduce operational costs through automation.

• Resolve critical guest issues (e.g., booking errors, urgent requests) via digital channels within 15 minutes.
• Ensure compliance with GDPR/local data laws and brand security standards.
• Maintain 24/7 service coverage for high-priority inquiries.

• Pilot emerging technologies (AI concierge, voice assistants, AR way finding) to elevate guest experiences.
• Collaborate with IT to test and deploy system upgrades with minimal disruption.
• Optimize mobile app features (check-in/out, keyless entry, dining reservations).

• Attending all inbound and outbound calls, ensuring they answered in a professional manner and according to standard guidelines.
• Attend to escalations from the team members for any guest requests or queries.
• Generate statics reports, daily, weekly and monthly to ensure guests satisfaction and team goals are met.

• Bachelor’s degree in Digital Marketing, Hospitality Technology, or related field.
• 3+ years in digital guest services, with 1+ year in a supervisory role across multiple properties.
• Experience with CRM platforms (Salesforce, Zendesk) and PMS…