Guest Experience Manager

About the Role
Our client is a leading events and experiences company in the UAE, focusing on major government-led events. They are seeking an experienced Guest Experience Manager to oversee the entire guest and delegate journey for two high-profile international events. These events will bring together senior government officials, ministers, international organisations, global leaders, industry executives, innovators, investors, academics, and other influential stakeholders.

This role is highly operational and guest-facing, ideal for someone with significant experience in delivering government summits, COP-level events, international ministerial conferences, or other high-profile government and diplomatic events.

Key Responsibilities

Guest and Invitation Management

• Own and maintain the master invitee and guest database, ensuring accuracy and current information.
• Coordinate the invitation lists from the host organisation, government stakeholders, partners, and programme teams.
• Manage various guest categories including:
  • Ministers and government officials
  • VIPs and VVIPs
  • International organisations
  • Speakers and partners
  • Industry leaders
  • Media
  • General delegates
• Execute the full invitation process, including sending invitations, managing RSVPs, confirmations, reminders, amendments, cancellations, and waiting lists.
• Establish processes to avoid duplicate invitations, misclassifications, and conflicting guest information.
• Collaborate with the registration platform provider to ensure accurate guest information for the accreditation system.
• Produce regular registration and attendance reports for the Project Director and the client.

Guest Communications

• Develop and manage all guest-facing communications throughout the event journey.
• Ensure all communications are professional, personalised, accurate, and appropriate for senior government and international audiences.
• Manage invitation letters, confirmations, reminders, event details, access instructions, and other guest communications.
• Serve as the senior escalation point for complex or sensitive guest inquiries.
• Handle communications with VIP and senior stakeholders with discretion and proper protocol.

VIP and Government Guest Management

• Collaborate with Protocol, Programming, Partnerships, and Client teams to identify and manage high-profile guests.
• Understand and address the diverse requirements of ministers, ambassadors, senior officials, international organisations, and other VIP and VVIP attendees.
• Maintain accurate VIP profiles detailing arrival information, accreditation, access levels, protocol needs, and special arrangements.
• Coordinate VIP arrivals, including meet-and-greet arrangements, escorts, holding areas, and movements within the venue.
• Communicate VIP requirements accurately to relevant operational teams without compromising confidentiality.

Guest Journey and Experience
You will own the complete guest experience and map every major touchpoint from invitation to departure:

• Invitation and RSVP
• Pre-event communications
• Registration and accreditation
• Transport and arrival coordination
• Venue access and security interfaces
• Welcome and meet-and-greet
• Registration desks and badge collection
• Information and help desks
• Wayfinding
• VIP and delegate lounges
• Conference and session access
• Hospitality touchpoints
• Guest assistance
• Departure
  You will identify potential friction points in advance and develop practical solutions to enhance the overall experience.

Registration and Accreditation

• Collaborate with the registration and accreditation provider to define workflows and guest categories.
• Ensure the registration system meets the specific needs of a government-led international summit.
• Coordinate badge categories, access permissions, and accreditation requirements with the Security, Protocol, and Operations teams.
• Plan registration desks, VIP registration, and onsite troubleshooting and support.
• Develop processes for onsite exceptions such as late registrations, lost badges, incorrect accreditation, and substitutions.
• Monitor registration performance and address issues swiftly.

Onsite Guest Services

• Develop the onsite Guest Services operational plan.
• Set staffing requirements for registration, welcome desks, information desks, guest services, and VIP support.
• Recruit, brief, and train guest-facing staff on standards of behavior, appearance, and communication.
• Prepare briefing documents, FAQs, escalation procedures, and guest service protocols.
• Conduct team briefings before each day’s opening.
• Manage the onsite Guest Experience team to maintain high service standards.
• Resolve guest issues calmly, professionally, and discreetly.

Experience

• 8–10 years of experience in guest experience, delegate management, registration, VIP services, protocol, or event operations.
• Proven experience in delivering large-scale government summits, international conferences, COP-level events, ministerial meetings, or major government-led events.
• Strong experience managing complex invitation and registration databases involving multiple stakeholder groups.
• Experience working directly with government officials, ministers, VIPs/VVIPs, diplomatic stakeholders, and C-suite executives.
• Hands-on experience managing registration and accreditation platforms and large delegate databases.
• Previous UAE or GCC government event experience is highly preferred.
• Experience working at a major international conference venue is an advantage.

Languages

• Fluent English, spoken and written, is required.
• Arabic is a strong advantage.

Benefits

• Competitive project-based compensation package.
• Opportunity to lead the guest experience for two flagship, government-led international events in Abu Dhabi.
• Direct exposure to senior government officials, ministers, and global leaders.
• Work in one of the region’s leading international venues.
• High-profile project experience that will enhance your portfolio in government and diplomatic events.
• Collaborate with a multi-disciplinary team of experienced event professionals.
• Potential for future project opportunities with a leading UAE events company.