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Head of Guest Services & Visitor Experience

Company: Sela

Location: Riyadh, Kingdom of Saudi Arabia (KSA)

Position Type: Full-Time / Contract (Executive Level)

About Sela

Sela is a Public Investment Fund (PIF) company and the driving force behind the Kingdom of Saudi Arabia’s most ambitious entertainment, culture, and sports spectacles. As we continue to redefine the global landscape of mega-events, experiential destinations, and international Expos under Vision 2030, we are assembling an elite team of global operational architects. We build world-class experiences from the ground up, transforming ambitious concepts into flawless, city-scale operational realities.

Position Overview

We are seeking an internationally renowned Head of Guest Services & Visitor Experience who has masterminded the crowd-facing service strategies, volunteer workforces, and spectator operations for tier-1 mega-events (e.g., World Expos, Olympic Games, Commonwealth Games, or world-class theme park/entertainment complexes).

Entering at the inception phase, you will be the chief architect of the guest journey. You will turn a blank sheet of paper into a welcoming, world-class service ecosystem. This includes designing the visitor service models, crafting the ticketing and queuing blueprints, structuring accessibility frameworks, and pioneering a massive volunteer program that embodies the hospitality of the Kingdom. You will ensure that every touchpoint—from arrival to departure—is seamless, culturally resonant, and flawlessly executed.

Key Responsibilities

1. Early-Stage Strategy, Journey Mapping & Market Definition

• Design the Guest Journey Blueprint: Model and map the end-to-end spectator journey across all operational phases, including digital pre-arrival, venue entry, ticketing/security screening integration, wayfinding, and pavilion line management.
• Define Service Models & SLA Packages: Engage with international customer-experience consultants, tech platforms, and ticketing providers to define commercial service models, operational SLAs, and front-of-house service standards.
• Architect the Volunteer & Workforce Strategy: Define the strategy to recruit, train, and deploy a workforce of thousands of volunteers and front-of-house staff, creating an elite hospitality culture tailored to a global audience.

2. Multi-Stakeholder Integration & Protocol Mapping

• VVIP & Delegation Synergy: Partner closely with protocol teams, royal offices, and international pavilions to ensure that specialized guest services seamlessly accommodate VVIPs, heads of state, and corporate executives without disrupting the mass spectator experience.
• Cross-Sector Accessibility Governance: Collaborate with construction partners, municipal transport, and security authorities to ensure the entire event footprint meets or exceeds international accessibility standards (e.g., ADA/Universal Design) for guests with restricted mobility or determination.

3. Operational Command & Experience Delivery

• Command the Front-of-House (FOH): Lead the live operations of all Visitor Information Centres, lost and found, stroller/wheelchair rentals, crowd-stewardship teams, and guest-complaint resolution networks.
• Real-Time Sentiment Monitoring: Implement smart-city guest feedback loops, digital crowd-sentiment analytics, and live mobile app data to dynamically redirect FOH staff and resolve operational bottlenecks on the floor.

Candidate Profile & Experience Requirements

• Mega-Event Heritage: A minimum of 12–15+ years of progressive leadership in guest services, spectator services, or visitor experience, with a proven track record of directing operations for at least one World Expo, Olympic-scale multi-sport event, or city-wide tourism development project.
• The Early-Stage Visionary: Proven experience building customer service frameworks, writing ticketing/FOH operational manuals, and defining staffing matrices from absolute scratch.
• Massive Workforce Leadership: Documented success in managing, inspiring, and training highly diverse, multilingual workforces consisting of thousands of direct employees, contractors, and volunteers.
• Geographical Adaptability: Experience operating within the Middle East/GCC region is highly advantageous, with a deep respect for and understanding of Saudi hospitality (Hafawah), cultural nuances, and the strategic mandates of Vision 2030.
• Qualifications: Bachelor’s degree in Hospitality Management, International Relations, Business Administration, or a related field. Advanced training in customer experience (CX) architecture is highly desirable.

What Sela Offers

• The rare platform to design and execute the visitor experience for the world's most high-profile upcoming mega-events and Expos.

• The opportunity to work alongside an unmatched global network of operational and creative pioneers.