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About the role
- Guest Experience Manager overseeing VIP hospitality and guest experience for FIFA World Cup venues in the US. Managing vendors, staff, and delivering high-quality service and hospitality standards.
Responsibilities
- Support On Location Venue Manager and VP Guest Experience with delivery of the overall Hospitality Program at the assigned venue
- Manage selected Guest Experience vendors and all hired Guest Experience staff
- Align guest experience and guest journey with FIFA brand standards and On Location’s hospitality tiers across global and local audiences
- Oversee the execution of hospitality services at the assigned stadium , including indoor lounges and FIFA pavilion
- Deliver access control system at assigned venue
- Ensure all functions are synchronized around key journey milestones and guest experience standards
- Ensure successful implementation of the gifting program
- Support with delivery and distribution of the staff uniforms program
- Ensure that all hospitality spaces are ready for match operations
- Secure successful implementation of the entertainment program across the stadium
- Develop post-match communication plans, feedback collection, and tactics to convert guests into repeat customers
- Manage assigned Guest Experience stadium staff
Requirements
- Minimum 5 years of experience in VIP hospitality across major sporting events
- Proven project management skills
- Proven ability to conceptualize and deliver large scale projects with multiple workstreams
- Experience working in the cross functional environment
- Experience working in multi-venue or international events
- Strong collaboration and communication abilities
- Fluent in English; Spanish and/or French are a strong asset
- Willingness to travel across the USA, Mexico, and Canada.
Benefits
- Willingness to work on weekends and national holidays
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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