Guest Services Manager

Talent Blueprint FZ LLC; Riyadh; On-site; SAR 120,000 - 160,000; Full time

Job summary

Talent Blueprint FZ LLC is seeking a proactive leader to coordinate Guest Services teams across booking, entry, and departure, ensuring VIP-level guest experiences and seamless operations at the venue.

The role requires 3–5 years of team leadership in guest service within attractions or events, a Bachelor's in Hospitality/Tourism/Business, and fluency in Arabic and English. Site and office-based with shifts, evenings, and weekends as needed.

Qualifications

• Bachelor's degree in Hospitality, Tourism, Business or related field.
• 3–5 years leading guest service or visitor-facing teams.
• Proficiency in Arabic and English; strong communication and presentation skills.

Responsibilities

• Lead Tour Guides, Senior Ushers, Ushers, Access Control staff and assigned Golf Cart Drivers; plan deployment, shifts and changes.
• Ensure exceptional guest experience at booking, entry, all touchpoints and departure.
• Ensure Tour Guides deliver scripts accurately in Arabic and English with strong presentation and guest engagement.
• Complete induction, training and assessment before deployment; provide briefings and coaching.
• Coordinate guest movement, group handovers, Access Control, and golf cart dispatch with supervisors.
• Develop and maintain SOPs for enquiries, complaints, lost property and escalation; resolve service issues promptly.
• Oversee information desks, signage, wayfinding and guest assistance services.
• Monitor guest satisfaction (CSAT, NPS, feedback channels); implement improvements.

Skills

Team leadership

Communication skills

Problem solving

Presentation skills

Reporting skills

Arabic & English fluency

Education

Bachelor's degree in Hospitality, Tourism, Business or related field

Job description

Lead Tour Guides, Ushers, Access Control staff and assigned Golf Cart Drivers. Own the guest experience from initial booking through departure, giving every guest VIP-level care and a seamless, memorable visit. Manage resources with financial discipline and provide timely daily and weekly reports.

Key Responsibilities

• Lead Tour Guides, Senior Ushers, Ushers, Access Control staff and assigned Golf Cart Drivers; plan deployment, shifts, breaks and changes.
• Ensure an exceptional guest experience at booking, entry, all service touchpoints and departure.
• Ensure Tour Guides deliver approved scripts and information accurately in Arabic and English, with strong presentation and guest engagement.
• Ensure all Guest Service positions complete induction, training and assessment before deployment; provide briefings, rehearsals and ongoing coaching.
• Confirm Golf Cart Drivers are trained and assessed for safe operation, approved routes and loading points, and delivery of approved basic visitor information.
• Coordinate guest movement, guided group handovers, Access Control activity and golf cart dispatch with supervisors and relevant operational teams.
• Develop and maintain the department’s standard operating procedures for enquiries, complaints, lost property, missing persons and escalation; resolve service recovery cases promptly.
• Oversee information desks, signage, wayfinding and other guest assistance services.
• Monitor guest satisfaction, including CSAT, NPS and feedback channels where implemented; use the findings to improve services continuously.
• Coordinate with Admission, internal transport, Security, HSSE and Facilities on matters affecting the guest journey or team deployment.
• Apply financial controls; monitor attendance and performance; maintain shift records and handovers; submit timely daily and weekly reports on staffing, guest issues and improvements.
• Carry out other operational duties and instructions assigned by Operations in the interests of the project and business, in line with the nature of the role, delegated authority, training and demonstrated capability.

Qualifications and Skills

• Bachelor’s degree in Hospitality, Tourism, Business or a related field.
• Three to five years of experience leading guest service, tour guiding or visitor-facing teams in an attraction, theme park, museum, venue or event operation.
• Ability to plan field deployment, coach and assess staff, and maintain service during changes and peak periods.
• Strong communication, problem-solving, presentation and reporting skills, with proficiency in Arabic and English.

Working Conditions

Site and office-based work in line with approved shifts and operating hours, including training, rehearsals, special visits, evenings and weekends when required.