Manager, Guest Relations & Administration, FIFA World Cup 2026

  • FIFA
  • Miami, FL, USA
  • 05 Feb, 2024
Full time Administration Leadership & Management

Job Description

Reporting organisationally to the Head of Guest Operations, the Guest Relations & Administration Manager will be a key member of the FIFA26 Operational Services team, and work in close collaboration with the FIFA Zurich Project team and other key individuals responsible for delivering guest operations efforts for the FIFA World Cup 2026 that for the first time ever, is hosting 48 teams and 1,200+ players across 3 countries and 16 venues. This role will be responsible for coordinating and maintaining a strategic overview of VIP guest relationships and administrative duties pertaining to guest participation across the FIFA World Cup 2026. Further, this role will participate in the implementation strategy, tools, and operational plans for seamless provision of integrated event services (e.g., travel, transport, accommodation, hospitality) to FIFA guest groups.

THE POSITION

The main responsibilities and oversights of the Guest Relations & Administration Manager for the FIFA World Cup 26™ include:  
  • Collaborating with the guest operations teams to deliver a fully integrated guest experience ensuring consistent quality levels and seamless provision of all guest related services putting the VIP/VVIP’s needs in the center of attention
  • Identifying key principles and establishing of scalable communications built around the events of the VIP/VVIP guests. Including invitations to lounges at stadiums and VIP hotels including FIFA Club, ancillary meetings, entertainment programs and the official World Cup matches
  • Defining processes, parameters, KPIs, service levels and requirements in relation to concepts, timelines, policies, responsibilities, and operational workflows
  • Critical development, oversight and management of the tracking of all communications, replies, attendance and requests of VIP/VVIP’s
  • Developing and coordinating a well communicated and clear explanation of benefits and services in conjunction with the Guest Operations Team for each step in the guest journey
  • Performing research, analysis, benchmarking and consultations to establish VIP communications and background information provided in appropriate timely manner to VIP guests
  • Developing and delivering training to Guest Relations and Administration service staff involved in the respective event so that they are fully briefed and trained in any technology-based tracking, seating or guest services communications systems
  • Defining the project plan and timelines, keeping the project within the defined objectives, ensuring
  • Drafting accurate and timely progress reports for the line manager
  • Attending site visits and inspections
  • Responsible for a successful transfer of knowledge and debriefing within the own area by following the set organizational guidelines
  • The nature of this role requires adaptability and openness to changing responsibilities as the needs of the organization evolve

YOUR PROFILE

  • Bachelor’s degree in a relevant field (business administration, management, leadership, entrepreneurship)
  • Postgraduate Education focusing on International Organizations or Sport Management preferred, but not required
  • Willingness to work outside core working hours (online workshops accommodating different time zones)
  • Willingness to travel
  • 5-7 years experience in planning and leading in a guest-related service environment
  • Extensive knowledge and experience in operations and specifically with guest operations, accommodations and hospitality as well as related event services; knowledge of its respective methodologies, planning and controlling tools
  • Extensive experience of managing end-to-end V/VIP hospitality programs at major sporting events
  • Fluent in English. Spanish proficiency is a plus
  • Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and planning software and online collaboration tools
 

About FWC2026

The FIFA World Cup 26™ will mark the first time that the tournament features 48 teams and will be hosted by three countries: Canada, Mexico, and the United States.

This new format redefines excellence, generating unique opportunities for greater participation and engagement from fans and players in North America and all over the world. Now is your time to be a game changer and join the workforce that is planning and delivering this unique and unforgettable experience.