Guest Experience Manager

## Guest Experience Manager (VAN) - FIFA World Cup 26The Role and What You’ll Do:We are looking for a confident, calm, and highly organized **Venue Guest Experience Manager** to lead the delivery of the hospitality guest experience at an assigned FIFA World Cup 2026 stadium. Reporting into the Venue Manager, this role is responsible for ensuring hospitality guests feel welcomed, informed, and looked after throughout the matchday journey. As the Guest Experience leader on-site for all hospitality areas, you will oversee front-line Guest Experience teams and coordinate closely with venue operations, hospitality operations, catering, security, and other key stakeholders to deliver a premium, consistent experience aligned with FIFA brand standards and On Location hospitality tiers. You will be expected to operate with strong judgment, proactive leadership, and a service-first mindset, particularly during peak moments and high-pressure situations. In addition, you will be responsible for both entertainment and gifting programs of the guest journey. This means ensuring that correct gifts arrive onsite and are securely stored onsite; on the match day, all gifts are distributed to the assigned storage facilities closer to the hospitality lounges or inside the lounges. You will be responsible for organizing gift distribution process together with Gifting Supervisor and Guest Experience Lounge Leads. With the help of the Entertainment Supervisor, you will be responsible for successful delivery of the entertainment program. This means ensuring that all entertainment vendors are onsite according to agreed timelines and all required equipment is installed and ready to use. You will also be tasked with ensuring smooth entrance and access control for all hospitality tiers across the venue. When required, you will be responsible for managing escalations and making Guest Experience-related decisions on the venue level.**Key Responsibilities:**Lead the end-to-end hospitality guest experience within the stadium, ensuring consistent execution of service standards across all lounges and premium areas Manage Guest Experience staff, ensuring correct staffing levels, positioning, and coverage across hospitality zonesTrack recurring guest issues, service risks, and operational gaps; provide structured feedback to Guest Experience leadership and venue stakeholders Minimum 7 years of experience in VIP hospitality across major sporting eventsProven project management skills Strong operational mindset with the ability to prioritize and make decisions quickly while maintaining professionalism and calmExperience working in the cross functional environmentStrong collaboration and communication abilities Experience with major sporting or international cultural events (FIFA tournaments, Olympic Games, Formula 1, NFL, etc.)Familiarity with access control environments and tiered hospitality guest categories On Location is a global leader in premium experiential hospitality, offering ticketing, curated guest experiences, live event production and travel management across sports, entertainment, fashion and culture.On Location provides unrivaled access for corporate clients and fans looking for official, immersive experiences at marquee events, including the Olympic and Paralympic Games, FIFA World Cup 2026, Super Bowl, NCAA Final Four, and more. An official partner and/or service provider to over 150 iconic rights holders, such as the IOC (the Milano Cortina 2026 and Los Angeles 2028 Olympic Games), FIFA, NFL, NCAA, UFC, WWE, and PGA of America, the company also owns and operates a number of its own unique experiences.On Location is a subsidiary of TKO Group Holdings, Inc. (NYSE: TKO), a premium sports and entertainment company.
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