Assistant Manager, On-Ground/Venues Guest Management (818)

Job Purpose

Ensure seamless, high-quality guest experiences across all venues by managing on-ground guest

operations with precision, professionalism, and hospitality excellence. The Assistant Manager – On-

Ground/Venues Guest Management plays a pivotal role in coordinating guest logistics, supervising

front-line staff, maintaining SOPs for service delivery, and ensuring VIPs, delegations, and other key

guests receive timely, efficient, and courteous service in alignment with organizational standards and

event protocols.

Guest Experience Planning And Implementation

• Support the development and execution of comprehensive guest management plans for all venues, ensuring alignment with overall event strategy and guest service expectations.
• Coordinate closely with internal departments (transport, security, protocol, etc.) to deliver a cohesive and elevated guest experience.
• Ensure venue readiness with respect to guest services infrastructure, signage, accessibility, and hospitality points.
  
  

On-Ground Operations and Venue Coordination

• Supervise and manage the day-to-day guest management operations on-site across designated venues.
• Coordinate guest arrivals, movement, and seating in compliance with protocol requirements and venue-specific plans.
• Act as the focal point at the venue for handling guest-related escalations, ensuring swift and effective resolution.
  
  

Stakeholder and VIP Management

• Support the execution of high-level guest protocols, ensuring seamless handling of VIPs, officials, and dignitaries.
• Liaise with protocol and delegation services to understand specific needs and manage them effectively at venues.
• Maintain real-time communication with control rooms and command centers for coordination on high-priority guest movements
  
  

Compliance, Safety, and Quality Assurance

• Ensure all guest-facing operations comply with event guidelines, safety protocols, and accessibility standards.
• Implement quality checks and guest feedback mechanisms to assess and improve service delivery on-ground.
• Respond to incidents and issues with professionalism, ensuring safety and satisfaction are prioritized.
  
  

Reporting and Continuous Improvement

• Maintain logs of guest movements, issues, and feedback for reporting and post-event evaluation.
• Provide regular updates and recommendations to senior Guest Services leadership for enhancing future operations.
• Contribute to the refinement of SOPs and training content based on on-ground insights and learnings