Guest Relations & Ticketing Coordinator

  • UEFA
  • Switzerland
  • 08 Sep, 2021
Full time Coordinator Customer Service Ticketing

Job Description

Mission

The main goal of the Guest Relations & Ticketing Coordinator is to assist the Guest Relations & Protocol Manager in the planning and implementation of the VIP ticketing strategy for specific UEFA events. The Guest Relations & Ticketing Coordinator must combine a strong knowledge of various ticketing solutions with a drive to provide excellent service. They will be responsible for the set-up of various ICT platforms, overseeing invitation processes, controlling data entry by internal and external stakeholders, and defining processes that will enhance the VIP guest experience.

Key Responsibilities

- Assisting with the management of the UEFA’s operational database (FAME) and supporting VIP administration for UEFA events

- Ensuring all potential guest queries are addressed in the invitation management process

- Assisting in planning the general invitation management process

- Setting up and overseeing all invitations for specific events, including monitoring quotas

- Liaising with the event leads to ensure the invitation management process and ticketing operations are in line with the overall guest experience as defined for the event

- Liaising with the event lead to ensure VIP ticketing requirements are met, and reporting any open points or points of concern

- Ensuring sufficient knowledge of specific events to answer any questions pertaining to the guest experience

- Ensuring the services provided by the accommodation and transport teams correspond to the guest data collected

- Assessing, recording and communicating information on quotas and statistics when required

- Acting as a key contact for UEFA target groups and their guest relations coordinators (GRCs) in relation to invitation, ticket management and operating system data entry

- Preparing all event admin documentation

- Preparing and helping deliver training for GRCs and information sessions for other internal and external stakeholders, including the production of relevant documentation

- Managing day-to-day FAME maintenance and checking data relating to guest services

- Supporting GRCs with their use of FAME and sharing best practices

- Troubleshooting and answering questions related to the guest experience

- Setting up VIP stands in FAME and defining target group splits

- Managing the safe distribution of tickets and access devices at UEFA events

- Ensuring change management processes are followed and supporting GRCs in this respect when required

- Assisting with the development and implementation of all ICT platforms

- Keeping up-to-date on technological solutions used in the event and ticketing industries

- Being a creative force on the use of technology to enhance the VIP guest experience at UEFA events

- Preparing post-event statistics

- Working on ticketing concepts for events and evaluating current processes

- Anticipating and applying changes and new ideas to improve existing guest relations and ticketing processes and procedures

- Working with the Guest Relations & Protocol Manager to define new technology and process workflows to enhance the guest experience and make operations more efficient overall

- Supporting VIP event leads with logistics when required

- Taking on support roles at events as required

 

Profile of successful candidate

Experience required:

- from 1 to 3 years / at a travel agency, in a guest relations role in event/hospitality management or in ticketing operations with guest service interactions

- from 1 to 3 years / working with CRM systems

 

Education:

- Bachelor's In hospitality management/event management

Languages:

- English / Proficient

Additional requirements:

- CRM / Intermediate

- MS Excel / Advanced

- MS PowerPoint / Intermediate 

- Service-minded and solutions-oriented attitude

- Any other language would be a plus but is not mandatory

- Considerable travel to events is required

- Proactive mindset, to anticipate and act

 

One-year contract with the possibility of a three-year extension.