Guests Services Lead

JOB PURPOSE: To lead Ilmi's Guest Services function by delivering exceptional experiences for VIP and VVIP guests, coordinating visit protocols, facilitating seamless engagement with internal and external stakeholders, and overseeing daily operations in line with Ilmi's hospitality and professional standards. KEY RESPONSIBILITIES & ACCOUNTABILITIES: • Plan, coordinate, and oversee VIP and VVIP visits, ensuring 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 to plan and execute official visits. • Manage visit schedules, itineraries, logistics, access requirements, and hospitality arrangements for distinguished guests. • Serve as the primary point of coordination for all VIP and VVIP visit requirements. • Ensure every guest touchpoint reflects Ilmi's brand values, hospitality standards, and commitment to service excellence. • Lead daily Guest Services operations and supervise the delivery of all related activities. • Coordinate with relevant teams to ensure exhibitions, facilities, and visitor experiences are fully 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 the implementation of 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 any other related duties or assignments as directed. QUALIFICATIONS, EXPERIENCE & SKILLS: • Bachelor’s degree in Hospitality Management, Business Administration, Communications or a related field. • 3–5 years of experience in guest services, protocol, hospitality, customer experience, or a related field. • Fluency in both Arabic and English is preferred.