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Guest Experience Venue Manager

3 weeks ago

toronto, 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 venueManage selected Guest Experience vendors and all hired Guest Experience staffAlign guest experience and guest journey with FIFA brand standards and On Location’s hospitality tiers across global and local audiencesOversee the execution of hospitality services at the assigned stadium, including indoor lounges and FIFA pavilionDeliver access control system at assigned venueEnsure all functions are synchronized around key journey milestones and guest experience standardsEnsure successful implementation of the gifting programSupport with delivery and distribution of the staff uniforms programEnsure that all hospitality spaces are ready for match operationsSecure successful implementation of the entertainment program across the stadiumDevelop post-match communication plans, feedback collection, and tactics to convert guests into repeat customersManage assigned Guest Experience stadium staffExperience/Qualifications Needed:Minimum 5 years of experience in VIP hospitality across major sporting eventsProven project management skillsProven ability to conceptualize and deliver large scale projects with multiple workstreamsExperience working in the cross functional environmentExperience working in multi-venue or international eventsStrong collaboration and communication abilitiesFluent in English; Spanish and/or French are a strong assetWillingness to travel across the USA, Mexico, and Canada.We’d Love If You Also Have These:Experience with major sporting or international cultural eventsBackground in VIP hospitality, production, or brand activationsWorking Conditions:Fixed Term PositionNon regular working hoursWillingness to work on weekends and national holidays