Senior Hospitality Lead

The 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.

A 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.

• Own 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.

Lead hospitality planning and delivery for:

• Directors Lounge
• Pearl Lounge
• VIP Suites
• Executive Suites
• Boardroom Suites
• Premium Concert Hospitality
• International Events
• Corporate Hospitality Programmes

Responsibilities include:

• Capacity planning
• Guest management
• Hospitality service design
• Matchday readiness reviews
• Operational coordination
• Service recovery management

Act as the business owner for hospitality CRM activities.

Responsible for:

• Customer account management
• Hospitality entitlement tracking
• Event planning workflows
• Service case management
• VIP guest profiles
• Reporting dashboards
• Customer journey tracking

Ensure all hospitality interactions are accurately recorded within Salesforce.

Oversee delivery of hospitality operations before, during and after events.

Coordinate:

• Guest arrival experience
• Accreditation
• VIP movements
• Ticket fulfilment
• Guest communications
• Lounge operations
• Suite servicing
• Valet parking
• Special guest arrangements

Act as senior escalation point during all events.

Manage services for:

• Government officials
• Royal protocol guests
• Club executives
• Sponsors
• Board members
• International guests
• Commercial partners

Ensure relevant protocol requirements are met at all times.

Lead the event planning cycle:

• Attendance forecasting
• Guest communication
• Hospitality planning launch

• Catering requirements
• Dietary planning
• Premium package adjustments

• Ticket allocation
• Parking allocation
• VIP confirmation

• Final operational readiness
• Stakeholder meetings
• Hospitality briefing sessions

Act as primary hospitality contact for…