| Overview |
| Position | Head of Guest Relations | Job Code | [To be filled by NEOM HR] | |
| Reports to | General Manager – Sindalah | Direct Reports | Guest Relations Coordinator | |
| Division/Section | Sindalah 30000151 | Department | Sindalah 40000227 | |
| Sector | NEOM Islands 20000034 | Job Family | [To be filled by NEOM HR] | |
| Role Purpose | The Head of Guest Relations will be responsible for providing the vision and leadership, necessary to enable the design, delivery, and optimization of experiences to maintain customer loyalty, advocacy, and satisfaction and improve the overall customer experience across the destination including the Arrival and Departure building, Welcome Centre, VIP Services, Experience Management, and Island Ranger | |
| Key Accountabilities & Activities |
| Strategic Planning & People Management | - Propose the strategy-driven targets for the Guest Relations department and submit them for discussion to the General Manager
- Develop tactical delivery solutions that enable the strategy
- Develop the Guest Relations department’s annual business plan, as well as the Performance Objectives for the department, and ensure the alignment of activities
- Monitor the progress towards the achievement of the Guest Relations department KPIs, set direction, and take corrective and/ or preventive actions to address any areas of underperformance or deficiencies
- Oversee the maintenance of and endorse any proposed changes to the Policies, Procedures, and Processes within the Guest Relations department
- Ensure that the Guest Relations department plans, and performance are within the approved budget and timescales by providing timely and accurate progress reports to the General Manager on the operational progress of the department
- Identify the annual workforce needs in coordination with the other department heads to enable the realization of departmental objectives, and properly plan for the optimal allocation of workforce resource
- Guide the Guest Relations department employees in executing their respective responsibilities towards the achievement of the department’s and Sindalah’s overall goals
- Help instill a culture of development, guidance, and performance within the Guest Relations team
- Engage in workforce planning and provide recommendations for hiring, progressions, and promotions
|
| Integrated Resort Operations | - Conduct regular operations team meetings with all the HOD daily / weekly to discuss routine operational matters, sales targets, feedback and action taken for service recovery, and also any staff issues
- Share feedback/insights from the periodic meetings with the General Manager
- Ensure SOP implementation in all departments and check the same during routine operational checks
- Collaborate with the Consultant/General Manager to obtain guidance on strategic/operational improvements in resort operations to deliver optimal customer experience and maximize revenue
|
| VIP Guest Services & Experience Management | - Monitor the end-to-end customer experience value chain from ideation to implementation
- Develop SOPs for ensuring consistency in the delivery of customer experience across asset classes to ensure continuity of the Sindalah experience
- Oversees the Sindalah guest’s arrival and departure experience
- Identify and implement improvement opportunities for delivering guest-centric experiences across asset classes and alleviate any customer pain points
- Interviews, trains, and manages the guest services team on an ongoing basis
- Reviews daily arrivals to ensure proper handling of special attention to guests
- Utilize tools and methodologies to evaluate the voice of the customer and work closely with internal and external stakeholders to implement improvements opportunities
- Measure customer satisfaction metrics, including quantitative and qualitative responses
- Development of quality audits and initiate corrective actions across the asset portfolio to improve guest satisfaction
|
| Island Ranger | - Manage Island to the highest standard of nature conservation and as a visitor destination, following the approved sustainability framework
- Ensure a high standard of compliance with health and safety laws/policies
- Ensure that visitor satisfaction levels are maintained at a consistently high level
- Establish Island Ranger’s Manual at the end of the season and conduct an on-island induction for a successive Ranger
- Serve as the internal leader and “go-to” expert for all matters on sustainability and become the central point of contact for the organization’s responses to questions on sustainability
|
| Background, Skills & Qualifications |
| Knowledge, Skills, and Experience | - Strong leadership skills and proven capability to influence cross-function teams
- Excellent problem-solving skills, principled approach to understanding problems and opportunities, and data-driven approach to decisions
- Track record of successful leadership
- 4 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area
- 10+ years of operational experience with a major hotel group and/or hotel management company
|
| Qualifications | - Bachelor’s Degree in Business Administration, Hotel and Restaurant Management, or related major
- 10+ years of experience
|
| Communication – Main Stakeholders |
| Internal | External |
- Neom proponent
- Islands general manager
- Neom Hospitality
| - Consultants / Contractors / Suppliers
- 3rd party asset operators
|
