Guest Experience Venue Manager

2 weeks ago

Toronto ON, Canada On Location Full time

Role Summary: We are looking for a creative and highly organized Guest Experience Venue Manager to support and dual report to the Venue Manager and VP of Guest Experiences. As Guest Experience Manager, you will shape and deliver the end-to-end hospitality experience at one of the (16) host cities of the FIFA World Cup 2026. Your scope will include oversight and management of such areas as hospitality gifting, guest experience staff and external vendor management, hospitality entertainment, omnichannel communication, content recommendations, service mapping, and post-tournament reporting. You will also oversee access control strategy, ensuring accurate guest tiering, zone control, and appropriate staff allocation across all hospitality areas. You will be managing third party suppliers and vendors ensuring high level service delivery as per assigned scope at the assigned venue. You will manage the cross-functional working groups to ensure seamless alignment and premium service delivery at every phase of the guest journey.
Key Responsibilities:
Support On Location Venue Manager and VP Guest Experience with delivery of the overall Hospitality Program at the assigned venue
Manage selected Guest Experience vendors and all hired Guest Experience staff
Align guest experience and guest journey with FIFA brand standards and On Location's hospitality tiers across global and local audiences
Oversee the execution of hospitality services at the assigned stadium, including indoor lounges and FIFA pavilion
Deliver access control system at assigned venue
Ensure all functions are synchronized around key journey milestones and guest experience standards
Ensure successful implementation of the gifting program
Support with delivery and distribution of the staff uniforms program
Ensure that all hospitality spaces are ready for match operations
Secure successful implementation of the entertainment program across the stadium
Develop post-match communication plans, feedback collection, and tactics to convert guests into repeat customers
Manage assigned Guest Experience stadium staff
Experience/Qualifications Needed:
Minimum 5 years of experience in VIP hospitality across major sporting events
Proven project management skills
Proven ability to conceptualize and deliver large scale projects with multiple workstreams
Experience working in the cross functional environment
Experience working in multi-venue or international events
Strong collaboration and communication abilities
Fluent in English; Spanish and/or French are a strong asset
Willingness to travel across the USA, Mexico, and Canada.
We'd Love If You Also Have These:
Experience with major sporting or international cultural events
Background in VIP hospitality, production, or brand activations
Working Conditions:
Fixed Term Position
Non regular working hours
Willingness to work on weekends and national holidays

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