Head of Protocol & Guest Experience

About the Role Head of Protocol & Guest Experience The Head of Protocol & Guest Experience is responsible for delivering exceptional, seamless, and culturally sensitive experiences for all stadium guests, from General Admission and premium hospitality guests to VIP and VVIP dignitaries. The role oversees protocol management, official ceremonies, stakeholder engagement, guest journey management, and service excellence, ensuring the highest standards of professionalism, hospitality, inclusivity, and customer satisfaction. Responsibilities • Develop and oversee protocol, etiquette, and guest experience standards aligned with Saudi Arabian customs and international best practices. • Lead the planning and delivery of VIP/VVIP visits, official ceremonies, seating arrangements, order of precedence, and high-profile stakeholder engagements. • Oversee the end-to-end guest journey across stadium entry, transport, wayfinding, hospitality, accessibility, event-day services, and post-event engagement. • Manage relationships with government entities, diplomatic missions, senior officials, hospitality providers, and internal stakeholders. • Oversee guest feedback, complaints, service recovery, and satisfaction measurement, driving continuous improvement through actionable insights. • Ensure inclusive, accessible, and culturally respectful experiences for all guests, including international visitors and people with disabilities. • Establish protocol procedures, guest service standards, official correspondence guidelines, and operational frameworks. • Lead, develop, and motivate Protocol and Guest Services teams, ensuring appropriate training, performance management, and service excellence. • Collaborate with Venue Operations, Security, Hospitality, Ticketing, Accessibility, and other departments to ensure operational readiness and consistent service delivery. Qualifications • Bachelor's degree in Hospitality Management, Public Relations, Communications, Event Management, or a related field. A master's degree is an advantage. • Proven experience overseeing VIP/VVIP engagements, official ceremonies, stakeholder relations, and guest experience operations. • Strong knowledge of Saudi Arabian cultural protocols, international etiquette, and guest experience best practices. • Excellent written and verbal communication skills in Arabic and English. • Strong leadership, stakeholder management, problem-solving, and service recovery capabilities. • Experience in major sporting events, stadiums, hospitality destinations, or large-scale venues is highly desirable. Required Skills • Excellent written and verbal communication skills in Arabic and English. • Strong leadership, stakeholder management, problem-solving, and service recovery capabilities.

Bachelor's degree in Hospitality Management, Public Relations, Communications, Event Management, or a related field. A master's degree is an advantage. Proven experience overseeing VIP/VVIP engagements, official ceremonies, stakeholder relations, and guest experience operations. Strong knowledge of Saudi Arabian cultural protocols, international etiquette, and guest experience best practices. Excellent written and verbal communication skills in Arabic and English. Strong leadership, stakeholder management, problem-solving, and service recovery capabilities. Experience in major sporting events, stadiums, hospitality destinations, or large-scale venues is highly desirable.

Develop and oversee protocol, etiquette, and guest experience standards aligned with Saudi Arabian customs and international best practices. Lead the planning and delivery of VIP/VVIP visits, official ceremonies, seating arrangements, order of precedence, and high-profile stakeholder engagements. Oversee the end-to-end guest journey across stadium entry, transport, wayfinding, hospitality, accessibility, event-day services, and post-event engagement. Manage relationships with government entities, diplomatic missions, senior officials, hospitality providers, and internal stakeholders. Oversee guest feedback, complaints, service recovery, and satisfaction measurement, driving continuous improvement through actionable insights. Ensure inclusive, accessible, and culturally respectful experiences for all guests, including international visitors and people with disabilities. Establish protocol procedures, guest service standards, official correspondence guidelines, and operational frameworks. Lead, develop, and motivate Protocol and Guest Services teams, ensuring appropriate training, performance management, and service excellence. Collaborate with Venue Operations, Security, Hospitality, Ticketing, Accessibility, and other departments to ensure operational readiness and consistent service delivery.