Manager, Guest Operations
FIFA World Cup 2026
Full-time
On-site
Miami, Florida, United States
Manager, Guest Services
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At FIFA World Cup 2026, our vision is to unite the world through the greatest, most innovative, and inclusive sporting event of all time. The 2026 World Cup will mark the first time that the tournament will be hosted by three countries: the United States, Canada, and Mexico. This new format redefines excellence, generating unique opportunities for greater participation and engagement from fans and players. Now is your time to be part of the workforce that is creating this unique and unforgettable experience.
THE POSITION
Sitting within the Operational Services Department, Guest Operations (along with Accommodation, Transport, Language Services, 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, the Guest Operations Manager, Stadiums 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 and catering) to FIFA guest groups.
The main responsibilities of the Guest Operations Manager, Stadiums USA for the FIFA World Cup 2026 include:
The main responsibilities of the Guest Operations Manager, Stadiums USA for the FIFA World Cup 2026 include:
- Organizing 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 at the center of attention
- Leading the development and on-site implementation of key principles and establishing scalable event concepts built around the VIP/VVIP areas at stadiums, ensuring exceptional service delivery and client experience
- Oversight of the processes, parameters, KPIs, service levels, and requirements in relation to concepts, timelines, policies, responsibilities, and operational workflows with a strong emphasis on high-end hospitality standards
- Lead Site Operations Plan (SOP) development and execution for stadiums with regards to V/VIP areas, including guidance, training and reporting to the Venues Guest Operations team.
- Implement visual identity and creative branding concepts, enhancing a customized, memorable, and unique look & feel that reflects luxury and exclusivity
- Developing and coordinating comprehensive hospitality and catering strategies, ensuring the highest quality food and beverage service aligned with VIP expectations
- Performing research, analysis, benchmarking, and consultations to establish Guest Experience and Hospitality production plans tailored for high-end clientele
- Developing and delivering training to Guest Operations staff involved in the respective event and other events leading up to it, ensuring a well-trained team capable of delivering world-class service
- Management of the project plan and timelines, keeping the project within the defined objectives, ensuring adherence to company policies
- Reporting accurate and timely progress reports for the line manager
- Attending site visits and inspections to evaluate and uphold hospitality service standards and ensure operational readiness
- Ensure that VIK sponsor’s requirements are integrated into the planning as applicable, identifying other potential synergies and innovations
- Act as the first point of contact regarding infrastructure and technical questions related to the guest experience for assigned venues (e.g., VVIP/VIP spaces, entrances, lounges)
- Oversee key suppliers’ tasks & deliverables (delivery timelines, quality assurance, budget control, risk management)
- Act as the first point of contact regarding infrastructure and technical questions related to the guest operations and guest experience in the various venues (e.g., VVIP/VIP spaces, entrances, lounges, VIP hotels)
- Responsible for a successful transfer of knowledge and debriefing within the owned area by following the set organizational guidelines.
- Serve as the main point of contact for the Official Hospitality Providers (or any other key providers), ensuring alignment and seamless coordination of all hospitality services.
- Monitor and follow up on the deliverables of the Official Hospitality Providers (or any other key providers), ensuring that all contractual obligations and service expectations are met.
- Proficient in project management, tracking milestones, and overseeing the execution of hospitality-related services across venues.
The ideal candidate should have prior experience in the stadium operations and/or hospitality industry, including supervising catering operations, managing high-end client expectations, and ensuring the highest level of service delivery across multiple venues.
The nature of this role requires adaptability and openness to changing responsibilities as the needs of the organization evolve.
YOUR PROFILE
ACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyze one’s behavior, while assuming consequences of one’s own actions and/or decisions and learning from one’s mistakes.
DECISION MAKING: Ability to identify and swiftly make decisions in critical situations, take initiative and calculated risks, explore alternative solutions, and respond promptly to unforeseen circumstances.
INCLUSIVITY: Achieve shared organizational objectives by sharing information with colleagues across all levels and divisions, tangibly influencing others, and maintaining a network of support contacts.
INITIATIVE: Capacity to do things on one’s own initiative and to influence the course of events, assume responsibilities, and achieve objectives with a minimum of supervision and control.
INNOVATION: Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.
LEADERSHIP: Ability to lead one’s contacts/colleagues/partners, encourage teamwork, and delegate authority / decision-making power, as needed, to produce the expected results and make efficient use of the team’s skills and talents.
VISION: Ability to perceive the organization's global environmental impact, anticipate decision consequences, grasp organizational missions, and formulate strategic plans.
Education & Qualifications
- Bachelor’s degree in a relevant field (business administration, management, hospitality leadership, entrepreneurship)
- Postgraduate Education focusing on International Organizations, Hospitality or Sport Management preferred, but not required
- Willingness to work outside core working hours (online workshops accommodating different time zones)
- Willingness to travel
Work Experience
- 3+ years experience in planning and leading in a guest-related service environment, with a strong background in high-end hospitality and catering management.
- Extensive knowledge and experience in general stadium operations, specifically in guest operations and hospitality, with a proven track record of delivering premium services at large-scale events.
- Extensive experience of managing end-to-end V/VIP hospitality programs at major sporting events and within the luxury market, ensuring seamless execution and top-tier service delivery.
Languages
- Fluent in English (written and spoken)
- Spanish and/or French proficiency is a plus
Technology
- Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and planning software including Monday.com and online collaboration tools