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Guest Experience Manager

3 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar DohaGossip Full time

Job Description: Guest Experience Manager

Reports to:
Operations Manager

Location:
Doha / Multiple Venues

Role Overview

The Guest Experience Manager is responsible for ensuring exceptional guest satisfaction and seamless event operations across all venues. This role oversees guest bookings, confirmations, VIP management, database accuracy, and on-ground event coordination. The position requires strong communication, operational leadership, and hospitality-focused decision-making.

Key Responsibilities

Guest Booking & Communication Management

  • Monitor FourVenues and Guestlist platforms every 30 minutes to manage bookings and guest requests.
  • Contact guests to confirm table reservations, explain event details, and send WhatsApp confirmation messages with approval codes.
  • Maintain 100% accuracy in updating shared Google Sheets with all confirmed bookings.
  • Ensure timely follow-ups for reconfirmations on the event day.

Guestlist Quality Control

  • Review and filter guest requests, approving only profiles that meet the venue's social and quality standards.
  • Maintain a high-quality crowd by enforcing strict guestlist criteria.

VIP & Spender Database Management

  • Manage and update classifications of A-, B-, and C-class spenders based on spending history.
  • Maintain up-to-date records and share daily updates with the Operations Manager.
  • Support VIP retention and recognition across events.

Reservation & Records Administration

  • Ensure real-time updates of venue reservation sheets, including status, service type, arrival windows, and VIP flags.
  • Track and record cancellations and no-shows to improve forecasting and reporting accuracy.

Operations Management Support

  • Cover project management responsibilities in the absence of the Operations Manager.
  • Coordinate with other departments to ensure the smooth execution of operational tasks and event preparations.

Event Operations Responsibilities:

Pre-Event Preparation

  • Oversee bracelet distribution, ensuring correct quantities and color codes are delivered on time to all venues.
  • Finalize and distribute the 7Rooms table layout, ensuring door and floor teams have the updated version.
  • Conduct pre-shift briefings to align the team on VIP allocations, staff sections, service flow, and DG guidelines.

On-Ground Guest Experience

  • Contact all booked tables to confirm arrival times and update ETAs throughout the event.
  • Visit every table within 15–30 minutes of arrival to check guest satisfaction and respond to special requests.
  • Ensure zero unresolved guest complaints by coordinating swiftly with venue management.

Door & VIP Coordination

  • Maintain continuous communication with the door manager to resolve access issues immediately.
  • Ensure no VIP is missed and all high-value guests receive seamless entry.
  • Guarantee issue resolution within a 5-minute response window.

Qualifications & Skills

  • Minimum 3 years of experience in hospitality, nightlife, or event management.
  • Strong understanding of guest relations, VIP management, and event operations.
  • Excellent communication skills with a guest-first mindset.
  • Proficiency in booking platforms (FourVenues, Guestlist, 7Rooms) is an advantage.
  • Ability to work under pressure in a fast-paced environment and with a strong sense of current social, entertainment, and lifestyle trends.
  • Organized, detail-oriented, and able to multitask effectively.
  • Leadership qualities with the ability to brief and manage on-ground teams.
  • With good English communication skills, having proficiency in Arabic is an advantage.