Senior Hospitality Lead

Role Purpose

Premium Account Management

• Own all premium hospitality relationships after contract execution.
• Develop long-term relationships with premium suite holders, corporate partners and hospitality members.
• Serve as the senior point of contact for premium clients.
• Deliver annual account reviews and renewal planning meetings.
• Identify account growth and upsell opportunities.
• Manage client retention programmes.
• Ensure contractual hospitality obligations are fulfilled.

Hospitality Operations

• Lead hospitality planning and delivery for Directors Lounge, Pearl Lounge, VIP Suites, Executive Suites, Boardroom Suites, Premium Concert Hospitality, International Events and Corporate Hospitality Programmes.
• Responsibilities include capacity planning, guest management, hospitality service design, matchday readiness reviews, operational coordination and service recovery management.

Salesforce Ownership

• Act as the business owner for hospitality CRM activities.
• Responsible for customer account management, hospitality entitlement tracking, event planning workflows, service case management, VIP guest profiles, reporting dashboards and customer journey tracking.
• Ensure all hospitality interactions are accurately recorded within Salesforce.

Matchday & Event Delivery

• Oversee delivery of hospitality operations before, during and after events.
• Coordinate guest arrival experience, accreditation, VIP movements, ticket fulfilment, guest communications, lounge operations, suite servicing, valet parking and special guest arrangements.
• Act as senior escalation point during all events.

VIP Experience Management

• Manage services for government officials, royal protocol guests, club executives, sponsors, board members, international guests and commercial partners.
• Ensure relevant protocol requirements are met at all times.

Hospitality Planning Process

• Six weeks prior: attendance forecasting, guest communication and hospitality planning launch.
• Four weeks prior: catering requirements, dietary planning and premium package adjustments.
• Two weeks prior: ticket allocation, parking allocation and VIP confirmation.
• Event week: final operational readiness, stakeholder meetings and hospitality briefing sessions.

Food & Beverage Coordination

• Act as primary hospitality contact for OVG Food & Beverage.
• Responsibilities include hospitality attendance forecasts, menu review and approval, dietary requirement management, service standard monitoring and post-event catering reviews.
• Work closely with catering leadership to maintain premium hospitality standards.

Hospitality Feedback & Customer Insight

• Lead the hospitality guest feedback programme through Salesforce and Merkle.
• Oversee post-event surveys, customer satisfaction scoring, NPS measurement, customer sentiment analysis, complaint investigations and service recovery programmes.
• Translate guest feedback into actionable improvement plans.

Stakeholder Management & Leadership

• Develop strong relationships with OVG Premium Sales, OVG Food & Beverage, IL QADSIA, Stadium Operations, Guest Services, Security and Commercial Sponsors.
• Represent hospitality requirements across all stadium operational planning forums.
• Lead and coach the Hospitality Lead.
• Establish hospitality operating procedures and develop hospitality service standards.
• Conduct performance reviews and deliver training and onboarding programmes.
• Create a culture of service excellence and champion continuous improvement initiatives.

Requirements

• Minimum 5-7 years hospitality, premium service or account management experience.
• Experience in sports, entertainment, venue, hotel, aviation or premium guest environments.
• Experience managing VIP and corporate client relationships.
• Experience working within CRM systems.
• Experience leading operational teams.
• Experience managing service recovery and customer complaints.
• Stadium or arena experience.
• Premium hospitality experience.
• Salesforce CRM experience.
• Experience working with ticketing systems.
• Experience using customer insight platforms such as Merkle, Qualtrics or Medallia.
• Experience supporting major events, concerts or international sporting events.