Overview

Reports to 

Guest Relations Manager

​

Division/Section

Sindalah 30000151

​

Department

Sindalah 40000227

​

Sector

NEOM Islands 20000034

​

Role Purpose

The Venue Manager is responsible for overseeing all aspects of designated venue/site management. This includes managing daily operations, managing/training staff, coordinating with internal and external stakeholders, and ultimately ensuring guest satisfaction. The Venue Manager will also be tasked with upholding the venue's positive image and overseeing its’ use to ensure it is well-maintained and consistently provides a safe and enjoyable experience for all guests.

​

Key Accountabilities & Activities

• Manage all aspects of the venue, including staffing, operations, and guest service.
• Plan and coordinate operations in the venue, ensuring smooth guest journey and services delivery.
• Responding to guests needs and anticipating their unstated ones through authentic interactions and guest handling throughout their visit through the venue
• Ensure customer satisfaction by handling complaints and queries escalated to this level, carrying out route cause analysis to understand the reason issue got escalated to this level and how to avoid it in future.
• Capture lessons learnt that can be utilized to improve and optimize services and strengthen guest satisfaction.
• Work with internal and external stakeholders to ensure all aspects of the venue are ready at any given time.
• Encourage issue resolution at the lowest level possible and act as top escalation line for whole mainland lounge or on-island welcome center.
• Lead the development and implementation of all venue related policies, procedures and plans.
• Ensure that venue team is carrying out all necessary readiness checks to confirm that venue is operational and can welcome guests.
• Drive excellence and continuous improvement providing correctives to operations where necessary.
• Oversee the maintenance and repair of the venue and its equipment.
• Ensure all legal and safety requirements are adhered to and venue meets all health and safety regulations.
• Handle any other duties as assigned by senior management.
 

Background, Skills & Qualifications

• Excellent interpersonal, written and verbal communications skills, with the ability to communicate in English (mandatory), Arabic (preferred), and other languages (preferred)
• Excellent problem-solving, multi-tasking and conflict management skills with a principled approach to understand problems and opportunities to inform decision making
• Track record of successful guest hospitality service
• Proven experience as a Venue Manager or similar role.
• Strong leadership and team management abilities.
• Exceptional customer service skills.
• Excellent organizational skills and attention to detail.
• Track record of successful guest hospitality service
• Maintain a working knowledge in the area of guest accessibility (ADA)
• Consistent, punctual and regular attendance as a key member of the Guest Relations team, with the ability to work flexible hours, including weekends and holidays
• Proficiency with Microsoft Office Suite programs (Excel, Word, Outlook) and computer literacy
• Experience with ticketing and booking systems is a plus.
• Experience with CRM or
• Strong sense of responsibility and professional presentation.
• Strong organizational skills to maintain an orderly reception area and effectively manage appointment schedules and administrative tasks.
• Ability to handle stress and stay calm under pressure.
• Knowledge of health and safety regulations.
• Flexibility to work evenings and weekends as required.
 

Qualifications

• 10 Years+ experience in a managerial role within the hospitality or events industry.
• Bachelor’s degree in business management, hospitality, or related field preferred​​​