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Senior Manager, Guest Operations & Stadiums – México
Application Deadline: 7 June 2024
Department: Tournament and Venue Operations
Employment Type: Fixed Term - Full Time
Location: Mexico City
Description Sitting within the Operational Services Department in México, Guest Operations (along with Accommodation, Transport, Logistics, Travel, and Arrivals and Departures) aims to deliver the most engaging, innovative, and accessible World Cup experience for all athletes, fans, partners, and the community.
Reporting organizationally to the Head of Guest Operations FWC2026, the Senior Manager of Guest Operations & Stadiums – Mexico will help serve 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 guest operations across the FIFA World Cup 2026. Further, this role will oversee 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 main responsibilities of the Senior Manager of Guest Operations & Stadiums - Mexico for the FIFA World Cup 2026 include:
- Setting up working groups for a fully integrated guest experience development process ensuring consistent quality levels and seamless provision of all guests related services putting the VIP/VVIP’s needs in the center of attention.
- Identifying key principles and establishing of scalable event concepts built around the VIP/VVIP lounges at stadiums and VIP hotels including FIFA Club, ancillary meetings, entertainment programs.
- Defining processes, parameters, KPIs, service levels and requirements in relation to concepts, timelines, policies, responsibilities, and operational workflows.
- Lead Site Operations Plan (SOP) development for all V/VIP sites with a particular emphasis on stadiums.
- Creating visual identity and creative branding concepts enhancing a customized, memorable, and unique look & feel.
- Developing and coordinating holistic hospitality concepts combining decoration with an innovative and high-quality food & beverage concept.
- Performing research, analysis, benchmarking, and consultations to establish Guest Experience and Hospitality production plans.
- Developing and delivering training to Guest Experience and Hospitality service staff involved in the respective event.
- Negotiating with venue owners (e.g., restaurant, hotel) and contract management
- 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- Fluent in English and Spanish
- 5+ year’s experience in planning and leading in a guest-related service environment
- Extensive experience of managing end-to-end V/VIP hospitality programs at major sporting events.
- Extensive knowledge and experience in general stadium operations and specifically with guest operations and hospitality as well as related event services; knowledge of its respective methodologies, planning and controlling tools
- Bachelor’s degree in Business Administration, International Business Administration or related.
- Postgraduate Education focusing on International Organizations or Sport Management preferred, but not required.
- Willingness to work on different time zones, and willingness to travel
