Job Description

Position: Head of Show Operations

Organization: OSL for Entertainment Projects

OSL, under Orascom Investment Holdings umbrella, is leading the transformation of the iconic Pyramids Sound & Light Show. Through advanced sound, light, and projection technologies, OSL is reimagining the storytelling of ancient Egypt, offering visitors a multi-sensory, educational, and inspiring experience. This project reinforces Egypt's cultural legacy while positioning the Pyramids as a world-class tourism destination.

LinkedIn account: https://www.linkedin.com/company/osl-for-entertainment-projects/?viewAsMember=true

Job Description:

The Head of Show Operations oversees daily operations, guest experience, trade partner relations, and overall execution for the Pyramids Sound & Light Show. Focusing on operational readiness and cross-functional leadership, this role manages and aligns key venue functions—including Facility Management, Housekeeping, Ticketing Operations, and Systems—to ensure seamless execution across all performances.

Key Responsibilities:

1. Show Operations & Venue Readiness

• Direct end-to-end execution of scheduled and private performances, ensuring smooth, safe, and punctual show delivery.
• Conduct pre-show operational inspections across venue spaces, seating, and facilities, ensuring complete readiness before guest arrival and rapid resets between consecutive performances.
• Enforce operational standards throughout shifts to identify and resolve service gaps immediately.
• Coordinate with the Technical / Show Control team on pre-show readiness checks and confirmation to start each performance, while technical troubleshooting remains the responsibility of the Technical team.

1. Cross-Functional Coordination

• Align and lead communications across Facility Management, Housekeeping, Ticketing, and technical departments to maintain seamless interdepartmental execution before, during, and after performances.

1. Ticketing Operations & Access Management

• Supervise ticketing operations and access control points, ensuring appropriate staffing levels, optimal guest flow, and compliance with audience capacity limits.
• Monitor ticketing systems and proactively resolve technical discrepancies, entrance bottlenecks, or operational delays.
• Oversee multilingual show operations, including the distribution, deposit handling, sanitization, and recovery of audio headsets, ensuring each guest receives the correct language channel.

1. Incident Management & Problem Resolution

• Monitor live show execution and rapidly address facility, technical, or operational disruptions.
• Track issues through full resolution, evaluate their impact on show continuity and guest satisfaction, and escalate critical incidents to executive leadership as required.
• Make go/no-go decisions on weather-affected performances (e.g., high winds, dust storms) in consultation with executive leadership and the Technical team, and manage guest and partner communication, rebooking, and refunds.

1. Guest Experience & Hospitality

• Uphold premier hospitality and service standards suited for international visitors, ensuring an organized and seamless guest journey.
• Enforce show-time conduct standards (e.g., no audible personal devices, no solicitation of tips) and maintain site control to protect the audience experience.
• Manage guest feedback, crowd control procedures, and special operational requests efficiently.

1. Tour Operator & Trade Partner Operations

• Act as the primary operational point of contact for tour operators, travel agencies, and destination management companies (DMCs), supporting long-term partnerships led by Sales & Marketing and ensuring consistent service delivery to trade partners.
• Support the Commercial team on the trade channel with tourism-sector expertise, including operational input on group allocations, show capacity, and partner terms, and identifying opportunities for new partnerships, packages, and upselling to be pursued by Sales & Marketing.
• Deliver the show services agreed with the Commercial team to meet partner needs, including private and VIP performances, dinner or hospitality packages, preferred language sessions, and accessibility requirements.
• Coordinate group arrivals in advance, arrival windows, coach drop-off and parking, and dedicated group entry, and align headset and language requirements with confirmed group bookings.
• Apply clear policies for late arrivals, no-shows, and changes to group size or timing, and promptly notify partners of weather- or technical-related cancellations, coordinating rebooking or refunds.
• Brief tour guides and escorts on site rules and show-time conduct to protect the audience experience.
• Reconcile group bookings and vouchers against actual attendance and report discrepancies to Finance and Commercial.
• Conduct periodic service reviews with key partners, track partner satisfaction and operational service levels, support familiarization visits, and share insights with the Commercial team to refine the product offering.

1. Team Leadership & Shift Supervision

• Supervise operational teams during evening/night shifts, ensuring proper attendance, clear delegation, and balanced resource allocation across all functions.
• Foster team accountability, performance efficiency, and interdepartmental collaboration.
• Oversee onboarding and ongoing training of operational staff, including guest service standards, emergency and evacuation procedures, and first aid awareness.

1. Safety & Regulatory Compliance

• Ensure all operational activities strictly comply with site safety protocols.
• Serve as the primary operational liaison for governmental authorities on-site, managing official coordination, and compliance checks.
• Ensure adherence to crowd management guidelines and emergency protocols.
• Verify that guest pathways, seating areas, and operational zones remain safe, compliant, and accessible at all times.
• Hold authority, in coordination with the Technical team, to delay, hold, or stop a performance for safety reasons, and lead audience evacuation when required.
• Ensure all operations respect heritage-site protection requirements on the Giza Plateau and comply with directives from the antiquities and tourism authorities.

1. Operational Reporting & Process Optimization

• Compile comprehensive operational shift reports detailing attendance, staffing levels, facility readiness, ticketing metrics, and incident resolutions.
• Identify recurring operational bottlenecks, implement corrective actions, and introduce process improvements to enhance overall efficiency and show quality.
• Track and report key performance indicators, including on-time show starts, guest and trade partner satisfaction, incident rates, entry queue times, and group processing times.
• Provide input to the operating budget and cost control.

Qualifications:

• 9-12 years of experience in show operations, hospitality, entertainment, leisure, tourism, or large-scale venue operations, including at least 5 years in a supervisory or management role.
• Bachelor's degree in Hospitality Management, Tourism, Business Administration, Operations Management, or a related field is preferred.
• Strong hospitality background, with experience in guest experience, service operations, or hospitality venue management.
• Proven experience working with tour operators, travel agencies, or DMCs, including partner relationship management and a sound understanding of trade commercial terms.
• Strong leadership, calm and quick decision-making under pressure, clear communication, and precise attention to detail.
• Ability to work evening shifts, weekends, and public holidays as required by the operational schedule.
• Ability to coordinate with technical and non-technical teams and follow up on operational issues without necessarily performing technical troubleshooting personally.
• Fluency in Arabic and English; proficiency in an additional language (e.g., French, German, Spanish, or Italian) is considered a plus.