Guest Relations & Ticketing Coordinator

Federations & Major Events
Switzerland
Full Time
Competitive
7 / 10

We are UEFA. The governing body of European football, passionate about growing the beautiful game.

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.

Full description

Job information:

Division / Unit: Operations / Events
Contract type: Fixed Term
Start date: 01.01.2022
End date: 31.10.2022
Location: Nyon

Purpose:

  • 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


Requirements:

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.

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