Guest Experience Manager

The Role and What You’ll Do:

We are looking for a confident, calm, and highly organized Venue Guest Experience Manager to lead the delivery of the hospitality guest experience at an assigned FIFA World Cup 2026™ stadium. Reporting into the Venue Manager, this role is responsible for ensuring hospitality guests feel welcomed, informed, and looked after throughout the matchday journey.

As the Guest Experience leader on-site for all hospitality areas, you will oversee front-line Guest Experience teams and coordinate closely with venue operations, hospitality operations, catering, security, and other key stakeholders to deliver a premium, consistent experience aligned with FIFA brand standards and On Location hospitality tiers. You will be expected to operate with strong judgment, proactive leadership, and a service-first mindset, particularly during peak moments and high-pressure situations. In addition, you will be responsible for both entertainment and gifting programs of the guest journey. This means ensuring that correct gifts arrive onsite and are securely stored onsite; on the match day, all gifts are distributed to the assigned storage facilities closer to the hospitality lounges or inside the lounges. You will be responsible for organizing gift distribution process together with Gifting Supervisor and Guest Experience Lounge Leads. With the help of the Entertainment Supervisor, you will be responsible for successful delivery of the entertainment program. This means ensuring that all entertainment vendors are onsite according to agreed timelines and all required equipment is installed and ready to use. You will also be tasked with ensuring smooth entrance and access control for all hospitality tiers across the venue. When required, you will be responsible for managing escalations and making Guest Experience-related decisions on the venue level.

Key Responsibilities:

• Lead the end-to-end hospitality guest experience within the stadium, ensuring consistent execution of service standards across all lounges and premium areas
• Set the tone for hospitality service delivery through visible leadership and real-time coaching of front-line teams
• Own matchday readiness for guest-facing touchpoints including Welcome Desk operations, gifting stations and entertainment
• Manage Guest Experience staff, ensuring correct staffing levels, positioning, and coverage across hospitality zones
• Deliver pre-match briefings and ensure teams are aligned on service priorities, known risks, and operational updates
• Monitor performance during operations and provide immediate feedback to maintain consistency, professionalism, and guest confidence
• Take ownership of escalated guest issues and resolve them quickly and discreetly, applying service recovery principles and escalation protocols
• Coordinate with Catering/F&B teams to ensure guest-facing service quality and presentation meet premium expectations
• Collaborate with Security and Access Control teams to ensure guest-facing enforcement is delivered professionally and consistently, protecting both safety and hospitality standards
• Liaise with other venue stakeholders as required to resolve operational challenges impacting hospitality guests
• Track recurring guest issues, service risks, and operational gaps; provide structured feedback to Guest Experience leadership and venue stakeholders
• Participate in post-match debriefs and support continuous improvement across matches through learnings and corrective actions

You Have These:

• Minimum 7 years of experience in VIP hospitality across major sporting events
• Proven project management skills
• Strong operational mindset with the ability to prioritize and make decisions quickly while maintaining professionalism and calm
• Experience working in the cross functional environment
• Strong collaboration and communication abilities
• Fluent in English; Spanish and/or French are a strong asset
• Willingness to work a flexible schedule, including nights and weekends, and support venue readiness activities as required.

We’d Love If You Also Have These:

• Experience with major sporting or international cultural events (FIFA tournaments, Olympic Games, Formula 1, NFL, etc.)
• Background in VIP hospitality, production, or brand activations (luxury hotels, airlines, or high-end events)
• Familiarity with access control environments and tiered hospitality guest categories

Working Conditions:

• Fixed Term Position
• Non regular working hours
• Willingness to work on weekends
• Hybrid system