Guest Relations Senior Manager

About the Role

We are recruiting a Guest Relations Senior Manager for a dedicated full-time team delivering guest management at a major international multi-sport event. The role sits within our client’s Guest Management function. It is based on site in Riyadh, KSA, and runs from ASAP until the end of December 2026, covering readiness, event time and close-out.

The event will bring together thousands of athletes and team officials from across the region, competing across multiple sports and venues.

You will:

• Lead the Guest Relations department across all competition venues
• Build the operational plans, SOPs and staffing structures the team works to
• Deliver a safe, smooth and welcoming experience for spectators and guests
• Act as the senior escalation point for guest complaints and operational incidents

You will lead Venue Managers, Supervisors, Ushers and supporting teams. You will work closely with Venue Management, Security, Accreditation and Hospitality. You will report to the event’s senior management, giving them regular operational updates and recommendations.

This is a senior leadership role, but it is not a desk-based one. Once the event begins, you are expected to be visible across venues and to lead from the front.

Key Responsibilities

Planning and Readiness

• Develop and implement Guest Relations operational plans, SOPs, staffing structures and venue deployment strategies.
• Oversee recruitment, training, workforce scheduling and operational readiness across all competition venues.

Spectator and Guest Services

• Ensure efficient spectator entry and exit, crowd flow, wayfinding and seating assistance.
• Oversee guest information services, accessibility assistance, Lost & Found and Lost Child procedures.
• Coordinate athlete lounge access support, accreditation scanning and meal box distribution where required.

Operational Integration

• Liaise with Venue Management, Security, Accreditation, Hospitality and other functional areas to ensure smooth event operations.
• Manage escalated guest complaints, operational incidents and emergency response coordination.

Performance and Reporting

• Monitor departmental KPIs, daily operations, staffing performance and service quality across all venues.
• Provide operational reports, departmental updates and recommendations to senior management.

Visa, accommodation and transportation included for candidates relocating to Riyadh