Astronomer

Overview

The Ritz-Carlton Hotel Company is seeking a Manager on Duty to lead Owner and Guest Relations at their resort located on Ummahat Islands 2-3, Red Sea, Saudi Arabia. This full-time management position involves overseeing guest satisfaction, analyzing feedback, and coordinating across resort departments to uphold exceptional service standards rooted in the brand’s celebrated Gold Standards.

Primary Responsibilities

• Manage guest relations by collaborating with the General Manager and leadership team to promptly address guest issues during their stay.
• Support overall resort operations including owner and guest relations while analyzing metrics to drive improvements in guest satisfaction.
• Follow up with guests who reported concerns, prepare response correspondence, and maintain accurate logs in designated systems.
• Conduct daily inspections of various resort areas such as common spaces, amenities, outlets, and guest units, documenting findings for leadership review.
• Coordinate the Manager on Duty schedule to ensure comprehensive coverage across all shifts throughout the week.
• Identify trends in guest feedback from internal and external surveys, guest communications, and direct interactions; communicate these insights to resort leaders and develop action plans.
• Engage multiple departments to address customer relation trends and monitor progress on guest experience initiatives.
• Promote superior customer service by coaching team members, offering feedback to improve service behaviors, and acting as the resort’s ambassador for service excellence.
• Manage human resource responsibilities including coaching subordinates, setting performance standards, assisting in hiring, and fostering a collaborative team environment.
• Oversee the resort’s pre-arrival call processes and lead special projects as assigned by senior management, ensuring minimal disruption to guest experiences.

Candidate Profile and Qualifications

• Possession of a high school diploma or GED with at least one year of experience in guest services, front desk, or relevant professional roles;
• OR attainment of a 2-year degree from an accredited institution in Hotel and Restaurant Management, Hospitality, Business Administration or related fields.

Additional Information

The resort is committed to equal employment opportunities, embracing diversity and inclusion. The role requires adherence to the foundational Gold Standards of The Ritz-Carlton, including adherence to the Employee Promise, Credo, and Service Values. The position is onsite at the resort in Saudi Arabia and involves engagement with a global luxury hospitality brand known for exceptional service quality.