Senior Hospitality Lead

Role PurposeThe Senior Hospitality Lead is responsible for the strategic and operational delivery of all premium hospitality account management activities across Aramco Stadium's premium hospitality portfolio, including the Directors Lounge, Pearl Lounge, VIP Suites, and premium event experiences.The role acts as the primary relationship owner for premium hospitality clients following the sales process and serves as the central liaison between OVG Premium Sales, OVG Food & Beverage, Stadium Operations, IL QADSIA and hospitality customers.Using Salesforce as the primary CRM platform, the Senior Hospitality Lead will oversee client onboarding, premium guest servicing, event-by-event hospitality planning, VIP management, guest satisfaction measurement, service recovery processes, and hospitality renewal strategies.The position will ensure that every hospitality guest receives a seamless, world-class premium experience from first contact through post-event engagement while driving customer retention, loyalty, and incremental revenue growth.Success ProfileA successful Senior Hospitality Lead will create a premium hospitality programmer where every suite holder, VIP guest, sponsor, partner and lounge member experiences a seamless, personalized and service-led journey. The individual will use Salesforce, customer insight data and collaborative stakeholder management to maximize guest satisfaction, retention and revenue while ensuring Aramco Stadium delivers a best-in-class hospitality operation comparable with the world's leading sports and entertainment venues.Key ResponsibilitiesPremium Account ManagementOwn all premium hospitality relationships after contract execution.Develop long-term relationships with premium suite holders, corporate partners and hospitality members.Serve as the senior point of contact for premium clients.Deliver annual account reviews and renewal planning meetings.Identify account growth and upsell opportunities.Manage client retention programmes.Ensure contractual hospitality obligations are fulfilled.Hospitality OperationsLead hospitality planning and delivery for:Directors LoungePearl LoungeVIP SuitesExecutive SuitesBoardroom SuitesPremium Concert HospitalityInternational EventsCorporate Hospitality ProgrammesResponsibilities include:Capacity planningGuest managementHospitality service designMatchday readiness reviewsOperational coordinationService recovery managementSalesforce OwnershipAct as the business owner for hospitality CRM activities.Responsible for:Customer account managementHospitality entitlement trackingEvent planning workflowsService case managementVIP guest profilesReporting dashboardsCustomer journey trackingEnsure all hospitality interactions are accurately recorded within Salesforce.Matchday & Event DeliveryOversee delivery of hospitality operations before, during and after events.Coordinate:Guest arrival experienceAccreditationVIP movementsTicket fulfilmentGuest communicationsLounge operationsSuite servicingValet parkingSpecial guest arrangementsAct as senior escalation point during all events.VIP Experience ManagementManage services for:Government officialsRoyal protocol guestsClub executivesSponsorsBoard membersInternational guestsCommercial partnersEnsure relevant protocol requirements are met at all times.Hospitality Planning ProcessLead the event planning cycle:Six Weeks PriorAttendance forecastingGuest communicationHospitality planning launchFour Weeks PriorCatering requirementsDietary planningPremium package adjustmentsTwo Weeks PriorTicket allocationParking allocationVIP confirmationEvent WeekFinal operational readinessStakeholder meetingsHospitality briefing sessionsFood & Beverage CoordinationAct as primary hospitality contact for OVG Food & Beverage.Responsibilities include:Hospitality attendance forecastsMenu review and approvalDietary requirement managementService standard monitoringPost-event catering reviewsWork closely with catering leadership to maintain premium hospitality standards.Hospitality Feedback & Customer InsightLead the hospitality guest feedback programme through Salesforce and Merkle.Oversee:Post-event surveysCustomer satisfaction scoringNPS measurementCustomer sentiment analysisComplaint investigationsService recovery programmesTranslate guest feedback into actionable improvement plans.Stakeholder ManagementDevelop strong relationships with:OVG Premium SalesOVG Food & BeverageIL QADSIAStadium OperationsGuest ServicesSecurityCommercial SponsorsRepresent hospitality requirements across all stadium operational planning forums.Leadership ResponsibilitiesLead and coach the Hospitality Lead.Establish hospitality operating procedures.Develop hospitality service standards.Conduct performance reviews.Deliver training and onboarding programmes.Create a culture of service excellence.Champion continuous improvement initiatives.Knowledge & ExperienceEssentialMinimum 5-7 years hospitality, premium service or account management experience.Experience in sports, entertainment, venue, hotel, aviation or premium guest environments.Experience managing VIP and corporate client relationships.Experience working within CRM systems.Experience leading operational teams.Experience managing service recovery and customer complaints.DesirableStadium or arena experience.Premium hospitality experience.Salesforce CRM experience.Experience working with ticketing systems.Experience using customer insight platforms such as Merkle, Qualtrics or Medallia.Experience supporting major events, concerts or international sporting events.Skills & CompetenciesLeadershipTeam leadershipCoaching and mentoringDecision-makingInfluencing skillsCommercialRelationship managementCustomer retentionUpsellingStakeholder engagementOperationalEvent planningProject managementProcess improvementService deliveryTechnicalSalesforce CRMMicrosoft 365Data analysis and reportingDashboard interpretationPersonal AttributesCustomer obsessedDetail-orientedCalm under pressureProfessional and discreetHighly organizedSolution focusedStrong communicator