Director, Guest Services (622)

Job Purpose

Responsible for the strategic planning and seamless delivery of guest services and hospitality operations for the LOC. This role oversees the end-to-end experience for VIPs, dignitaries, and key stakeholders, ensuring excellence in catering, accommodation, venue readiness, and personalized service delivery. The Director leads all sub-functions across hospitality and guest management, working cross-functionally to ensure LOC’s values of respect, cultural alignment, and world-class experience are realized at every touchpoint.

Job Specific Accountabilities

Hospitality Management

• Hospitality Management
• Oversee the planning, procurement, and delivery of catering, furniture, and hospitality services across all venues, tailored to diverse guest needs.
• Ensure VIP hospitality areas meet LOC branding, quality, and safety standards, coordinating FF&E installation and catering with relevant vendors.
• Oversee uniforms, hostess services, and giveaways to ensure consistency in experience and alignment with the cultural identity.
• Direct the operational procedures for VIP areas and Family lounges, promoting service consistency, safety, and guest comfort.
• Oversee and direct service delivery challenges in hospitality zones, escalating key issues to the CEO and maintaining a high standard of response.
• Oversee the planning of exclusive events, meet-and-greet activations, and personalized moments for high-level guests.
  

Guest Management

• Lead all guest-facing services, including arrivals, check-in, invitations, and concierge services for dignitaries, VIPs, and accredited guests.
• Direct the venue-based guest reception, seating plans, and personalized attention to ensure VIPs receive culturally appropriate treatment.
• Oversee on-ground staff performance to ensure adherence to LOC standards in areas such as security, accessibility, and communication.
• Ensure the development and maintenance of strong guest data systems for managing RSVPs, preferences, protocol alignment, and experience feedback.
• Collaborate with the Ceremonies and MarCom teams to integrate brand storytelling, thematic content, and VIP engagement moments.
  
  

Venue & Service Readiness Oversight

• Ensure all guest service zones are operationally ready, from venue entrance flow to lounge setup and hospitality area installation.
• Collaborate with operations, logistics, and engineering teams to manage timelines and space requirements for guest-facing infrastructure.
• Lead readiness audits for guest and VIP zones, resolving gaps in layout, branding, safety, and staff deployment before activation.
• Lead the integration of hospitality and protocol services across main competition and non-competition venues