Rosewood Hotel Group
About the position: The Guest Service Associate - Concierge at Rosewood Red Sea is a key ambassador of the resort and the Red Sea destination. This role is responsible for curating highly personalized, transformative experiences that reflect Rosewood’s Relationship Hospitality guiding philosophy and Red sea’s focus on well-being, art, culture and sustainability. The position serves as the main point of contact for guest inquiries and arrangements before arrival, during the stay, and post-departure coordinating seamlessly with internal departments and trusted external partners (yacht marina, cultural and marine-activity providers) to deliver intuitive, discreet and ultra-luxury service at all times. Essential Duties Welcome guests at the Concierge Desk and in the lobby with a warm, confident and polished presence. Accurately and record all requests and arrangements in the systems (Alliants and Unifocus) Build genuine relationships with guests, recognizing repeat visitors and VIPs and capturing preferences in guest profiles. Anticipate needs and present curated experience options (yachting, diving, wellness retreats, art tours, desert activities, cultural excursions) aligned with the guest’s lifestyle and purpose of stay. Ensures the implementation of Rosewood Brand, Forbes and Leading Quality Assurance (LQA) standards. Comprehensive understanding of guest and resident mobility ( Airport Arrival, Guest Private Car Arrival, Guest private Yacht Arrival and Guest Seaplane Arrival). Destination Expertise by maintaining deep, up-to-date knowledge of The Red Sea marine environment (snorkeling, diving sites, coral-friendly practices, yacht routes). Provide tailored, story-driven recommendations that connect guests emotionally to the destination, culture and environment, not just to activities. Arrangements, Experiences & Itineraries. Coordinate and confirm: a. Airport and private terminal transfers, VIP fast-track, limousine services and helicopter/seaplane transfers where applicable. b. Yacht and marina services (day charters, sunset cruises, private onboard experiences) in coordination with approved partners. c. Marine activities (snorkeling, diving, marine biologist tours, eco-friendly excursions) in line with Red Sea environmental guidelines. d. ASAYA for wellness and longevity experiences (spa journeys, retreats, fitness sessions, visiting consultants). e. Cultural, art and nature activities (art gallery visits, local crafts, desert experiences, stargazing). Design and manage personal itineraries for VIPs, long-stay guests and families, ensuring smooth timing, confirmations and transportation. Communication & Cross Departmental Coordination a. Front Desk & Guest Relations for arrivals, departures, in-house VIPs and special requests. b. Bell/Door team for luggage handling, transportation staging and guest flow in the lobby. c. Housekeeping, Butler and Engineering for in-room special setups and technical requests related to experiences. d. ASAYA, F&B and Explorer to secure preferred times, special menus and family activities. Proactively follow up on all guest requests until fully completed; update guests in a timely and transparent manner. Ensure that guest preferences and special notes are captured and updated for future stays, supporting guest recognition and personalization. Support monitoring and responding to guest feedback related to Concierge and experiences, in coordination with the Chief Concierge and Director of Front Services. Promote experiences and partners that align with the resort’s sustainability and regenerative tourism goals, avoiding any activities that could harm the marine or desert environment. Ensure all recommendations and services adhere to local laws, safety regulations and internal policies. Maintain strict confidentiality and discretion, especially for high-profile and VIP guests. Support colleagues during busy periods (arrivals/departures, group check-ins, event days) both at the desk and in the lobby. Participate in daily briefings, sharing updates on new experiences, partner update, marine conditions and events. Actively contribute ideas to enhance guest journeys, local programming and Sense of Place® touchpoints. RESPONSIBILITIES: Checks the Pass On, the Daily Calling at the beginning of the duty Hands-over the shift properly. Addresses the guests by name, not Room Number Maintain complete knowledge of and comply with all departmental policies, service procedures and standards. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended Always maintain positive guest relations. Resolve guest complaints, ensuring guest satisfaction. Monitor and maintain cleanliness, sanitation and organization of assigned work areas. Maintain complete knowledge of: a. All hotel features/services, hours of operation. b. All hotel restaurant food concepts, menu price range, dress code and ambiance. c. All hotel room types, numbers/names, layout, appointm