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

The mission of the Guest Management & Protocol (VIPS) project is to plan and professionally execute guest service operations, as well as manage all protocol matters according to UEFA protocol. 

 

Furthermore, to ensure that the guests experience a seamless consistent journey throughout the tournament, no matter their assigned level of service, where they receive a professional, informative and client focused service and feel welcomed in all key locations.

 

Full description

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

 

For the full job description and details on how to apply, click here.

 

Jobs news is brought to you courtesy of Global Sports (GlobalSportsJobs), the world’s leading specialist careers platform for the international sports industry.

 

 

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