Head of Protocol & Guest Experience

About Aramco Stadium

Aramco Stadium is seeking a Head of Protocol & Guest Experience to join its team in Al Khobar, Eastern Region. This full-time role is central to ensuring a high standard of guest satisfaction and operational excellence across all stadium events.

Role Overview

The Head of Protocol & Guest Experience is responsible for delivering exceptional and culturally sensitive experiences for all stadium guests, ranging from general admission and premium hospitality to VIP and VVIP dignitaries. This role involves overseeing protocol management, official ceremonies, stakeholder engagement, guest journey management, and service excellence, while upholding high standards of professionalism, hospitality, inclusivity, and customer satisfaction.

Key Responsibilities

• Develop and oversee protocol, etiquette, and guest experience standards in alignment 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, including 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 to drive 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 and Experience

• A minimum of 5-10 years of relevant experience in protocol, guest experience, or a related field.
• Demonstrated ability to manage high-profile events and VIP/VVIP interactions.
• Experience in developing and implementing service standards and operational procedures.

Work Environment

This is a full-time position based in Al Khobar, within the Eastern Region of Saudi Arabia, contributing to a dynamic stadium environment.