Guests Services Lead

About Ilmi

Ilmi is seeking a Guests Services Lead to manage and enhance the experience for VIP and VVIP guests. This full-time position is based in Riyadh, Saudi Arabia, and requires 2-5 years of relevant experience.

Role Purpose

The Guests Services Lead is responsible for overseeing Ilmi's Guest Services function. This involves delivering high-quality experiences for VIP and VVIP guests, coordinating visit protocols, and ensuring smooth engagement with both internal and external stakeholders. The role also includes managing daily operations in alignment with Ilmi's hospitality and professional standards.

Key Responsibilities

• Plan, coordinate, and oversee VIP and VVIP visits to ensure a seamless end-to-end guest experience.
• Develop, implement, and maintain guest service standards, protocols, and operating procedures.
• Coordinate with the Protocol, Executive Office, and relevant stakeholder teams for official visit planning and execution.
• Manage visit schedules, itineraries, logistics, access requirements, and hospitality arrangements for distinguished guests.
• Act as the primary point of coordination for all VIP and VVIP visit requirements.
• Ensure all guest touchpoints reflect Ilmi's brand values, hospitality standards, and commitment to service excellence.
• Lead daily Guest Services operations and supervise the delivery of related activities.
• Coordinate with relevant teams to ensure exhibitions, facilities, and visitor experiences are prepared for distinguished guests.
• Support executive events, ceremonies, and official functions requiring guest services and protocol arrangements.
• Address sensitive or complex guest requests with professionalism, discretion, and confidentiality.
• Gather guest feedback, monitor service quality, and lead continuous improvement initiatives.
• Prepare post-visit reports, service-performance insights, and operational updates for management.
• Contribute to the continuous improvement of systems, policies, procedures, and service practices in line with recognized best practices.
• Perform other related duties or assignments as directed.

Qualifications and Experience

• A minimum of 2-5 years of experience in a relevant field.
• Demonstrated ability to manage guest services and protocol for VIP and VVIP guests.
• Experience in coordinating with multiple internal and external stakeholders.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within a dynamic environment focused on delivering high standards of hospitality and professional service.

Application Process

Candidates who meet the above qualifications are encouraged to apply.