Guest Experience Manager - FIFA World Cup 26™

About the Employer: The hiring establishment is a key organizer involved in the hospitality and guest experience management for one of the 16 host cities for the FIFA World Cup 2026, one of the most prestigious international sporting events. This organization specializes in delivering world-class hospitality programs and experiences aligned with FIFA brand standards and local hospitality tiers, catering to global and local diverse audiences. It operates in a dynamic, high-profile environment focused on exceptional guest service, seamless event execution, and premium hospitality experiences across various hospitality venues such as stadiums, indoor lounges, and FIFA pavilions. As part of this fixed-term engagement, the organization emphasizes collaborative teamwork, cross-functional coordination, and excellence in major event management with a multi-venue, international scope. The position offers a unique opportunity to contribute to a landmark event impacting communities across North America, including the United States, Mexico, and Canada, under a highly professional and deadline-driven environment. Employment Type: Fixed Term Position with non-regular working hours and weekend or holiday work requirements. Salary details are competitive and commensurate with experience in VIP hospitality management and large-scale event execution.

About the Role: The Guest Experience Venue Manager plays a pivotal leadership role responsible for shaping and delivering a comprehensive end-to-end hospitality experience at the assigned venue for the FIFA World Cup 2026. Reporting dually to the Venue Manager and VP of Guest Experiences, this role requires both strategic oversight and tactical execution to ensure premium service delivery across various facets of the hospitality program. The manager will oversee key aspects such as hospitality gifting programs, guest experience staff management, vendor and third-party supplier coordination, entertainment programming, content strategy, omnichannel communications, service mapping, and detailed post-tournament reporting.

Key responsibilities also include managing access control strategies to appropriately tier guests, regulate zone control, and allocate staff effectively to optimize operations across multiple hospitality spaces within the stadium environment. This role demands excellent project management capabilities to balance multiple concurrent workstreams, ensuring flawless synchronization of all guest journey touchpoints while maintaining rigorous adherence to FIFA brand standards.

Success in this role involves implementing innovative engagement initiatives, including entertainment and staff uniform programs, driving feedback collection and guest retention strategies, and working flexibly across different locations within North America. The Guest Experience Venue Manager must possess exceptional collaboration and communication skills to manage cross-functional groups and cultivate strong relationships with internal teams, external vendors, and VIP guests. Language proficiency in English is essential, with Spanish and French as valuable assets. This role is ideally suited for candidates with proven experience in VIP hospitality at major sporting events, combined with a proactive approach to international and multi-venue event environments. It offers a rewarding challenge for professionals passionate about delivering memorable hospitality services that elevate the overall event experience for diverse and discerning audiences.