Director Guest Relations & CRM - Rixos & All-Inclusive Collection - Egypt

About the role

Develop and implement regional guest relations and CRM strategies across all hotels in Rixos & All Inclusive Collection in Egypt Ensure delivery of exceptional guest experience at every stage of the guest journey Oversee VIP guest handling, personalized services, and special guest requests Manage and improve guest complaint handling and service recovery processes Monitor guest satisfaction scores (e.g., surveys, online reviews) and implement improvements Lead CRM system implementation and ensure effective use of guest data across properties Develop guest loyalty programs and personalized engagement strategies Ensure consistency of guest service standards across all hotel properties Train and develop guest relations teams to deliver luxury service excellence Analyze guest feedback trends and implement operational improvements Collaborate with Operations, Sales, Marketing, and Revenue teams to enhance guest experience Manage reputation management across online platforms and review channels Develop standard operating procedures for guest relations and CRM activities Ensure accurate guest profiling and data management for personalized service delivery Lead initiatives to improve guest retention and repeat visitation rates Support pre-opening projects to establish guest experience frameworks and systems Coordinate special events, VIP arrivals, and high-profile guest stays Ensure service recovery excellence in critical guest situations Report guest satisfaction performance, CRM insights, and improvement actions to VP of Operations Continuously innovate guest experience strategies to enhance brand loyalty and emotional connection with guests 8-15+ years of experience in guest relations, hospitality operations, or CRM management Minimum 5 years in a senior regional or multi-property guest experience leadership role Strong experience in luxury hotels or all-inclusive resort operations Proven expertise in CRM systems, guest loyalty programs, and customer experience strategies Strong understanding of service recovery, complaint management, and guest satisfaction metrics Excellent leadership, communication, and interpersonal skills Strong analytical skills for interpreting guest feedback and experience data Fluency in English; and ideally other languages

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