Services

Prepares and approves pilgrim and flight data ahead of arrival, ensuring full readiness before the season begins.

• Running staff workshops in line with the Ministry's requirements before the season starts
• Liaising with organisers to enter flight and accommodation data
• Following up data entry in the system and approving it with the organisers
• Reconciling organisers' data daily in the airport readiness room
• Tracking and confirming flights on the Nusuk platform 48 hours before departure
• Confirming actual pilgrim numbers through the Nusuk system and reconciling them with the centres

Receives pilgrims on arrival and directs them to their accommodation, and organises their departure at the end of the season efficiently and smoothly.

• Preparing reception points at the airport, the Haramain train station and the crowd movement centres
• Receiving pilgrims at the airport and directing buses to the accommodation
• Coordinating with the hospitality centres to confirm incoming flights and pilgrim numbers
• Tracking departure flights and confirming them 24 hours before departure
• Verifying departure manifests before buses leave for the airport or Madinah
• Handling domestic reception between Makkah and Madinah and moving pilgrims between the two cities

Shapes the pilgrim's journey through creative hotel welcomes that enrich the experience and leave lasting memories, down to the finest detail.

• Coordinating with the hospitality centres on pilgrim arrival times at hotels
• Attending every reception for the company's pilgrims
• Distributing gifts to pilgrims at hotel receptions
• Developing new and creative ideas for pilgrim receptions at hotels
• Raising the quality of hotel receptions with attention to the finest details
• Complying with the Ministry of Hajj and Umrah's regulations on receiving pilgrims

Operates the Nusuk card to the highest quality standards, with accurate data and fast turnaround, raising operational efficiency and improving the pilgrim experience.

• Coordinating with Hajj missions on how groups are formed
• Reviewing group data and verifying it before printing
• Setting the card collection city to match the pilgrim's itinerary
• Collecting Nusuk cards from the printing centre and delivering them to the hospitality centres
• Reissuing lost or damaged cards
• Following up reports and resolving operational issues

Oversees the services provided to pilgrims in residential buildings in Makkah and Madinah, from concluding contracts by proxy to ensuring the quality of pilgrims' stay.

• Preparing operating and implementation plans for housing services
• Nominating, seasonally recruiting and training staff
• Concluding accommodation contracts by proxy in Makkah and Madinah
• Carrying out initial preparation of accommodation and readiness inspection through the electronic track
• Linking accommodation contracts to the hospitality centres
• Monitoring accommodation readiness and service during pilgrims' arrival and stay

Raises the operational efficiency of the Holy Sites camps and delivers a high standard of pilgrim experience through early preparation and adherence to the package's quantitative and qualitative specifications.

• Attending coordination meetings and workshops with the relevant authorities
• Taking handover of sites from the Ministry of Hajj and Umrah, Kidana and the handover centre
• Handing sites over to contractors under official minutes and supervising camp construction
• Following up continuously with all parties at the Holy Sites and resolving any issues
• Ensuring adherence to the package's quantitative and qualitative specifications
• Raising compliance levels among contractors and catering providers

Plans and operates the pilgrim transport system between the Holy Sites, Makkah and Madinah to the highest standards of quality and safety.

• Drawing up the master pilgrim transport plan in line with the Ministry of Hajj and Umrah's plan and timetables
• Managing shuttle transport, conventional transport and the Holy Sites train
• Operating field transport teams in Makkah and the Holy Sites (Mina, Arafat, Muzdalifah)
• Preparing maps of routes, roads and accommodation locations in Makkah and the Holy Sites
• Logging and tracking transport cases electronically through the Transport Information Centre system
• Preparing contingency plans and handling emergencies during transport

Organises the movement of pilgrims to the Jamarat Bridge and manages crowds at the highest levels of readiness and safety, providing a secure environment in which pilgrims can perform their rites with ease.

• Drawing up the master Jamarat Bridge movement plan in line with the Ministry of Hajj and Umrah's plan and timetables
• Relaying instructions, directives and circulars from the authorities to the hospitality centres
• Amending crowd movement plans and timetables in line with updated instructions
• Liaising with the Jamarat Bridge Movement Department at the Ministry of Hajj and Umrah
• Providing Jamarat Bridge movement marshals to the hospitality centres
• Following up the Ministry of Hajj and Umrah's Guest programme

Organises and provides radio communication services and coordination between all sections, committees and work teams, resolving obstacles quickly and accurately around the clock.

• Managing and operating communication channels and the operations and coordination centre
• Receiving, logging and routing reports to the responsible parties
• Handling general affairs reports (deaths, illness, lost property and lost pilgrims)
• Handling Holy Sites reports (water and power outages and maintenance)
• Handling transport and Holy Sites transfer reports (broken-down buses and accidents)
• Responding directly to emergencies and following them through to closure

Maintains readiness and rapid response to emergencies and crises in pilgrim accommodation and the Holy Sites, ensuring the safety of the Guests of Allah around the clock.

• Preparing emergency and evacuation plans and defining response routes and procedures
• Taking part in emergency drills with the electricity company, the water company and Public Security in Makkah
• Qualifying and training staff in firefighting and occupational safety (OSHA certification)
• Applying Civil Defence requirements (emergency exits, extinguishers, sprinkler systems)
• Installing and maintaining alarm and safety systems in camps and accommodation
• Carrying out rapid evacuation and safe rehousing when needed

Provides support services to pilgrims in health, guidance and awareness, ensuring their care and comfort so they can perform their rites with ease and peace of mind.

• Transferring sick and injured pilgrims to and from hospital and following up their cases
• Completing procedures for deceased pilgrims, including death certificates and burial permits
• Guiding lost pilgrims inside and outside the central area of Makkah and the Holy Sites
• Receiving, returning and documenting pilgrims' lost property
• Visiting pilgrims at their accommodation to offer Saudi hospitality and gifts
• Raising pilgrims' health and cultural awareness and holding awareness events

Monitors and supports the performance of the hospitality centres and their staff in Makkah and the Holy Sites, ensuring that services reach pilgrims in full from the moment of arrival until departure.

• Following up that every scheduled service reaches the company's pilgrims at the set place and time
• Identifying shortfalls before they occur, and resolving and documenting them when they do
• Monitoring contracted companies' adherence to their operating plans and project specifications
• Monitoring the contractors fitting out the centres' camps in Mina and Arafat
• Following up the company's departments and the running of its central committees, and supporting the committees on request
• Providing support and back-up to the hospitality centres and other committees when needed

Delivers a high standard of customer service that ensures pilgrim satisfaction at every stage of the journey, through effective multilingual channels available around the clock.

• Managing and operating the customer service centre around the clock
• Receiving pilgrim enquiries through all channels (phone, WhatsApp, email, in person)
• Receiving, classifying and following up complaints and reports through to closure
• Coordinating with the operational departments (housing, transport, catering, crowd movement) to resolve cases
• Tracking performance indicators (response time, closure time, satisfaction rate)
• Updating the knowledge base and FAQs and standardising messaging to pilgrims

Measures pilgrim satisfaction at every stage of the Hajj journey and provides accurate data that supports decision-making and service improvement based on the pilgrim's voice.

• Preparing the pilgrim satisfaction measurement plan for every stage of the journey
• Designing and updating surveys in coordination with the Ministry of Hajj and Umrah
• Collecting data in the field and electronically
• Analysing survey results and extracting key indicators
• Identifying recurring feedback and complaints and referring them to the responsible departments for action
• Following up corrective actions and measuring their impact

Ensures the readiness and efficient operation of the electronic track, with accurate data and fast processing, raising operational efficiency and improving the pilgrim experience.

• Pricing packages, core services and ground services
• Contracting service providers (accommodation, catering, transport)
• Activating hospitality centres and assigning transport contracts in line with operating plans
• Following up visa issuance in coordination with Hajj missions and organisers
• Supervising advance preparation readiness for arrival and departure
• Coordinating with the relevant authorities to resolve technical and operational challenges

Follows up the completion of Manhaj tasks and compliance with the Ministry of Hajj and Umrah's requirements, ensuring services are ready and meet the approved standards on the official platforms.

• Monitoring accommodation readiness before pilgrims arrive
• Monitoring the fit-out of the Holy Sites camps and the services provided in them
• Monitoring the Arkab transport platform and the Nusuk cards
• Completing Manhaj task forms for companies and Hajj affairs offices
• Monitoring the companies operating camps for organisers under the Hajj affairs offices
• Tracking completed and pending tasks and following up their closure on the platform