Guest Experience Manager

Our client is a leading events and experiences company in the UAE, delivering major government-led events. They are looking for an experienced Guest Experience Manager to lead the complete guest and delegate journey for two high-profile international events.Both events are high-profile, government-led international gatherings. They bring together senior government officials, ministers, international organisations, global leaders, industry executives, innovators, investors, academics and other influential stakeholders.This is a highly operational, guest-facing role for someone with significant experience delivering government summits, COP-level events, international ministerial conferences or other high-profile government and diplomatic events.Key ResponsibilitiesGuest and Invitation ManagementOwn and maintain the master invitee and guest database, keeping all information accurate, current and properly managedCoordinate the invitation lists received from the host organisation, government stakeholders, partners, programme teams and other entitiesManage the full range of guest categories: Ministers and government officialsVIPs and VVIPsInternational organisationsSpeakers and partnersIndustry leadersMediaGeneral delegatesRun the complete invitation process, including invitations, RSVPs, confirmations, reminders, amendments, cancellations and waiting listsSet up clear processes that prevent duplicate invitations, wrong classifications and conflicting guest informationWork closely with the registration platform provider so that guest information is captured correctly and carried through to the accreditation systemProduce regular registration and attendance reports for the Project Director and the clientGuest CommunicationsDevelop and manage all guest-facing communications across the event journeyMake sure every communication is professional, personalised, accurate and suitable for senior government and international audiencesManage invitation letters, confirmations, reminders, event information, access instructions, arrival details and other guest communicationsAct as the senior escalation point for complex or sensitive guest enquiriesHandle VIP and senior stakeholder communications with discretion and the correct protocolVIP and Government Guest ManagementWork closely with the Protocol, Programming, Partnerships and Client teams to identify and manage high-profile guestsUnderstand the different requirements of ministers, ambassadors, senior government officials, international organisations and other VIP and VVIP guestsKeep accurate VIP profiles covering arrival details, accreditation, access level, protocol requirements and special arrangementsCoordinate VIP arrivals, meet-and-greet arrangements, escorts, holding areas and movements within the venuePass VIP requirements accurately to the relevant operational teams without compromising confidentialityGuest Journey And ExperienceYou will own the end-to-end guest experience, mapping every major touchpoint from invitation to departure:Invitation and RSVPPre-event and pre-arrival communicationsRegistration and accreditationTransport and arrival coordinationVenue access and security interfacesWelcome and meet-and-greetRegistration desks and badge collectionInformation and help desksWayfindingVIP and delegate loungesConference and session accessHospitality touchpointsGuest assistanceDepartureYou will spot potential friction points in advance and develop practical solutions that improve the overall experience.Registration and AccreditationWork with the registration and accreditation provider to define registration workflows and guest categoriesMake sure the registration system meets the specific needs of a government-led international summitCoordinate badge categories, access permissions and accreditation requirements with the Security, Protocol and Operations teamsPlan registration desks, VIP registration, and onsite troubleshooting and supportDevelop processes for onsite exceptions such as late registrations, lost badges, incorrect accreditation and substitutionsMonitor registration performance and resolve issues quicklyOnsite Guest ServicesDevelop the onsite Guest Services operational planSet staffing requirements for registration, welcome desks, information desks, guest services and VIP supportRecruit, brief and train guest-facing staff on the expected standards of behavior, appearance and communicationDevelop briefing documents, FAQs, escalation procedures and guest service protocolsLead team briefings before opening each dayManage the onsite Guest Experience team and keep service standards consistently highResolve guest issues calmly, professionally and discreetlyRequirementsExperienceAt least 8-10 years of experience in guest experience, delegate management, registration, VIP services, protocol or event operationsDemonstrable experience delivering large-scale government summits, international conferences, COP-level events, ministerial meetings or major government-led eventsStrong experience managing complex invitation and registration databases involving multiple stakeholder groupsExperience working directly with government officials, ministers, VIPs and VVIPs, diplomatic stakeholders and C-suite executivesHands-on experience managing registration and accreditation platforms and large delegate databasesPrevious UAE or GCC government event experience is strongly preferredExperience working at a major international conference venue is an advantageLanguagesFluent English, spoken and written, is requiredArabic is a strong advantageBenefitsA competitive project-based compensation packageThe chance to lead the guest experience on two flagship, government-led international events in Abu DhabiDirect exposure to senior government officials, ministers and global leadersWork at one of the region's leading international venuesHigh-profile project experience that will strengthen your portfolio in government and diplomatic eventsA collaborative, multi-disciplinary team of experienced event professionalsThe potential for future project opportunities with a leading UAE events company