UEFA EURO 2020 Guest Services City Manager

Federations & Major Events
London , United Kingdom
Full Time
Competitive
9 / 02

The Guest Management & Protocol team plan and execute guest service operations and protocol matters according to the UEFA protocol. Furthermore, the team works to ensure that the guests experience a seamless consistent journey throughout the tournament, no matter their assigned level they should receive a professional, informative and client-focused service and feel welcomed in all key locations.

 

Full description

Fixed term contract from 23rd April to 15th July 2021



The tournament:

In 2020, the UEFA EURO was due to celebrate its 60th anniversary. However, due to the Covid-19 pandemic, it was postponed to 2021. With the aim to still celebrate its 60th anniversary, the tournament will still be played across 12 different European cities - bringing the EURO closer to the fans and celebrating the best of European football and culture. To make this all possible, we need fantastic, dedicated people in every area.

The organisation:

UEFA EURO 2020 is being managed in each participating country by the respective national federation on behalf of UEFA. As the Host Association and national federation for England, The FA is responsible for the overall delivery and coordination of the Local Organising Structure (LOS), working in partnership with the Greater London Authority (GLA) and Department for Digital, Culture, Media and Sport (DCMS).

Here at The FA we are responsible for overseeing, promoting and developing English football at all levels, from grassroots through to the professional game. The shared values, vision and pride of our people is central to our success. We are growing a team of highly skilled, passionate and hardworking individuals who are committed to the future of English football. We understand that diversity promotes innovation, and therefore we look for people who are great at what they do, no matter their background.

The function:
The Guest Management & Protocol team plan and execute guest service operations and protocol matters according to the UEFA protocol. Furthermore, the team works to ensure that the guests experience a seamless consistent journey throughout the tournament, no matter their assigned level they should receive a professional, informative and client-focused service and feel welcomed in all key locations.

Key responsibilities:

  • Lead on the training preparation and delivery to volunteers and hostesses
  • Running the onsite guest management tabletops and simulations with key projects
  • Coordinating guest services operations in London
  • Leading the guest services team onsite at the HQ hotel(s)
  • Coordinating all guest service operations linked to airport and railway stations
  • Acting as a key contact for any guest management issues
  • Dealing with guest issues and queries in person and via phone
  • Tracking changes and requests and informing the guest service hotline accordingly
  • Informing the VIPS team in Nyon, Switzerland and/or hotline about cancellations, no shows & unannounced arrivals
  • Staffing the welcome desk at the HQ hotel
  • Downloading and preparing daily lists from FAME (EURO 2020 Football Administration Management System)
  • Updating and managing staff and volunteer shift schedules according to expected daily arrivals and departures as well as match day movements
  • Monitoring arrivals and departures
  • Implementing guest communication strategy onsite
  • Planning daily information for distribution to guests
  • Holding daily briefings with the hotel team and event transport team
  • Coordinating with tournament airport staff
  • Liaising daily with the VIPS venue operations team
  • Planning and supporting ticket distribution and match day transfers to and from the venue
  • Setting up workspaces and the welcome desk in the hotel
  • Coordinating deliveries (signage, IT) and overseeing the set-up
  • Monitoring hotel operations (F&B lunches, coffee breaks, meetings etc. if applicable)
  • Checking meeting facilities such as working stations, F&B, signage, stationery and equipment (paper in printer and fax, pencils, etc.) if applicable
  • Checking bedroom facilities before arrival for certain guests if required
  • Checking arrival and departure lists for the following day and highlighting early check-ins and late check-outs
  • Dealing with any unforeseen problems and open issues regarding accommodation
  • Controlling costs on site: checking and signing hotel bills that will then be added to the master invoice of the hotel
  • Submitting reports and debriefs according to provided guidelines and deadlines

Experience required:

  • Proven experience in guest management operations and customer service at an international sporting event
  • Experience in a supervisory position working with guest service staff
  • Previous guest protocol experience is a plus.
  • Microsoft Office proficient (especially in Excel) and able to familiarise with computer software/systems quickly
  • Excellent communication skills
  • Ability to remain calm and perform well under pressure


The Football Association Group promotes inclusion and diversity and welcomes applications from everyone. If you have any particular requirements in respect to the recruitment or interview process, please mention this in your covering letter.

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