JOB NEWS: VIP Venue Manager, UEFA EURO 2020 Host Venue City, Glasgow

Key Responsibilities

Communication and cooperation:

• Report and communicate in accordance with UEFA EURO 2020 requirements
• Report to the LOS Guest Services City Manager and liaise with the VIPS project team at UEFA in accordance with UEFA EURO 2020 requirements
• Follow all change management communication procedures with the hotline, transport, airport and hotel teams and the VIPS project team at UEFA
• Collaborate with HPRO on the VIP areas, training of staff as well as any coordination / protocol requirements for corporate guests
• Coordinate briefings and meetings as required to ensure all relevant projects and stakeholders are aware of guest service operational requirements
• Close coordination with security on requirements and match attendance
• Collaborate with ICT and ACCS to ensure VIP access management operations run smoothly
• Coordinate with participating national teams and government stakeholders on VIP operations

VIPS workforce responsibilities

• Participate in the training of hostesses and volunteers of the VIPS venue team and possible corporate hospitality team (tbc)
• Support the LOS Guest Services City Manager in all guest service area trainings

Event-time Responsibilities

• Lead along-side the UEFA Guest Liaison Officer the onsite VIPS venue team and ensure excellent customer service is delivered at all touchpoints of the guests journey at the venue
• Represent UEFA Guest Management and Protocol and ensure the implementation of all UEFA protocol guidelines and procedures
• Update and amend the VIPS team shift schedule ensuring policies are followed
• Chair the onsite match day-1 protocol meeting together with the guest liaison officer
• Coordinate and deliver match day briefings for VIPS venue team and guest service staff
• Ensure that the levels of service delivered at the venue are in accordance with the different target groups received
• Ensure that VIP ticket printing, fulfillment, VIP pass distribution, and last minute ticket collection operations are executed accurately and efficiently
• Validate all last minute VIP ticketing decisions with the guest liaison officer or the VIPS project team at UEFA
• Ensure all staff are aware of the entire venue flow of VIP and corporate guests
• Cross check of all VIP areas prior to match
• Prepare team walkie-talkies and technical equipment for match day operations
• Set-up the VIP Tribune “heart area”, ensure head rests are placed according to the latest agreed seating plan by the VIPS project team at UEFA
• Oversee all VIP access control points and welcome points, guaranteeing their functionality and troubleshooting when necessary
• Report on all operational information and procedures that could have a potential impact on the VIP areas, taking into consideration the impact to other areas belonging to different projects
• Troubleshoot and handle approved adjustments for the delivery of guest management and protocol operations
• Ensure all guest management staff follow the service excellence principles and adhere to the uniform policy
• Ensure sustainable usage of all items and monitor usage
• Dismantle and ensure all areas of responsibility are handed back as they were found
• Pack, label and ship all required items according to the packing lists
• Support the LOS Guest Services City Manager on any logistic tasks required

Administration

• Submit reporting and debriefs according to provided guidelines and deadlines
• Complete statistic requirements on VIP operations and guest attendance according to deadlines
• Ensure logistics item list is always up-to-date

Profile of successful candidate

Must-have requirements

• Full professional proficiency in English (both oral and written)
• Experience in guest management operations and customer service
• Experience in a supervisory position working with guest service staff
• Advanced in Excel and very comfortable with ICT systems
• Presentation skills and diplomacy
• Ability to remain calm and perform under pressure
• Excellent communication skills and diplomacy

Additional requirements

• Communication proficiency in the local language of the venue is benefit
• Previous protocol experience is a plus