Guest Relations Senior Manager

About the Role

THA by Armonia is recruiting a Guest Relations Senior Manager to join a dedicated full-time team. This contract role is based on-site in Riyadh, KSA, and will run from the earliest possible start date until the end of December 2026. The position is integral to the client's Guest Management function for a major international multi-sport event, covering readiness, event time, and close-out phases.

Role Context

The event will host thousands of athletes and team officials from across the region, competing in multiple sports and venues. The Guest Relations Senior Manager will lead the Guest Relations department across all competition venues. This involves developing operational plans, Standard Operating Procedures (SOPs), and staffing structures to ensure a safe, smooth, and welcoming experience for spectators and guests. The role also serves as the senior escalation point for guest complaints and operational incidents.

Key Responsibilities

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

Leadership and Team Management

This position involves leading Venue Managers, Supervisors, Ushers, and supporting teams. The Guest Relations Senior Manager will work closely with Venue Management, Security, Accreditation, and Hospitality functions. Reporting directly to the event's senior management, regular operational updates and recommendations will be provided.

Work Environment

This is a senior leadership role that requires an active, on-site presence. Once the event commences, the Guest Relations Senior Manager is expected to be visible across venues and to lead from the front, rather than being desk-bound.

Contract Details

This is a contract position based in Riyadh, KSA, with an anticipated duration from the start date until the end of December 2026.