Guest Management & Experience Lead at National Basketball Association (NBA)

Position Summary

• The Guest Management & Experience Lead is responsible for designing and executing a world-class guest experience strategy for all BAL and NBA Africa events. This role ensures seamless coordination of logistics, hospitality, ticketing, and communications for VIPs, dignitaries, partners, and other key stakeholders attending BAL events.

Major Responsibilities

• Guest Experience Strategy & Execution
• Develop and implement guest management protocols across all BAL events.
• Design tailored experiences for different guest categories (VIPs, sponsors, government officials, NBA executives, etc.).
• Ensure consistent delivery of high-touch hospitality across venues and cities.

Logistics & Operations

• Oversee travel, accommodation, transportation, and on-site support for guests.
• Coordinate with internal teams and external vendors to ensure timely and accurate execution of guest logistics.
• Manage guest registration and ticketing processes.

Stakeholder Engagement

• Serve as the primary point of contact for high-level guests before, during, and after events.
• Collaborate with NBA and BAL departments (e.g., Partnerships, Communications, Security) to align guest needs with league priorities.
• Maintain strong relationships with hotels, transport providers, and local authorities.

Team Leadership & Coordination

• Lead and train guest management staff and volunteers across host cities.
• Develop SOPs and training materials to ensure consistent service delivery.
• Monitor performance and provide feedback to improve guest experience operations.
• Reporting & Continuous Improvement
• Track guest satisfaction and feedback to inform future improvements.
• Prepare post-event reports and debriefs for internal stakeholders.
• Stay current on best practices in sports hospitality and guest services.

Required Skills/Knowledge

• Strong leadership, communication, and organizational skills.
• Fluent in English and French; other languages a plus.
• Willingness to travel extensively during the BAL season.
• Passion for African sports and culture.
• Ability to remain calm and professional under pressure.

Experience Needed

• 7+ years of experience in guest services, hospitality, or event operations, preferably in sports or entertainment.
• Proven ability to manage high-profile guests and complex logistics across multiple locations.
• Experience working in multicultural environments.
• Educational Background Required
• Bachelor’s degree in Hospitality Management, Event Management, Business Administration, Public Relations, or a related field.
• PMP (Project Management Professional), CMP (Certified Meeting Professional), or similar credentials can be a plus.

Salary Range:

• ZAR 800,000 – 1,030,000