Guest Relations Manager

FIFA Women's World Cup™; Rio de Janeiro; Presencial; BRL 100 000 - 150 000; Tempo integral

Resumo da oferta

FIFA Women's World Cup™ seeks a Guest Relations Manager in Rio de Janeiro to coordinate services for VVIP/VIP guests.

This role involves leading guest relations activities, developing communication strategies, and ensuring high service standards during the FIFA Women’s World Cup 2027™.

The ideal candidate will possess a degree in Communications, Marketing, or related fields and extensive experience in guest relations within a professional environment.

Qualificações

• Extensive experience in guest relations and guest management.
• 4–6 years of experience in guest services planning and coordination.
• Experience in high-level stakeholder coordination.

Responsabilidades

• Lead Guest Relations activities for VVIP/VIP guests.
• Manage guest journeys and service standards.
• Develop strategies for guest communication.

Conhecimentos

Fluent Portuguese and English

Strong stakeholder management

Problem-solving skills

Project management skills

Advanced MS Office skills

Formação académica

Bachelor’s or Master’s Degree in relevant field

Descrição da oferta de emprego

Department: Tournament and Venue Operations

Location: Rio de Janeiro, Brazil

Role Overview

FIFA has established a Local FIFA Subsidiary in Brazil to work with FIFA Zurich to deliver the biggest women’s sporting event in the world, the FIFA Women’s World Cup 2027™ (“FWWC2027”) that will, for the first time ever, be hosted in South America in Brazil. The Guest Relations Manager is responsible for planning, coordinating and delivering Guest Relations activities for VVIP/VIP and other FIFA guest groups at the FIFA Women’s World Cup 2027™.

Key Responsibilities

• Lead and coordinate Guest Relations activities across all guest groups, ensuring alignment with service levels and event objectives.
• Define and manage VVIP/VIP account management processes, including invitation, registration, communication, and quota management.
• Liaise with stakeholders on guest invitation concepts, guest lists, and quota definitions, including coordination with offices and embassies of international and local authorities.
• Map and oversee end‑to‑end guest journeys, ensuring high service standards across all touchpoints and efficient resolution of guest issues.
• Oversee guest requests and bookings (e.g., program attendance, ticketing, travel, accommodation, transport), including structured change‑management processes.
• Oversee ticketing‑related guest processes and ensure consistency and efficiency in guest request handling.
• Define and implement guest communication and liaison strategies, ensuring streamlined communication flows across all channels.
• Collaborate with FIFA Zurich and relevant departments to ensure an integrated Guest Relations approach and consistent service delivery.
• Establish and maintain clear communication lines with internal and external stakeholders.
• Develop policies, guidelines, and protocol requirements for VVIP/VIP guests and other dignitaries.
• Coordinate the management of guest‑related IT systems and applications in alignment with FIFA Guest Relations.
• Manage resources and support workforce planning for Guest Relations activities.
• Ensure project delivery within defined timelines, milestones, and quality standards, including reporting and issue resolution.
• Develop training concepts and deliver training sessions for service providers, workforce, and volunteers.

Your Profile

Education:

• Bachelor’s or Master’s Degree in Communications & Marketing, International Relations, Business Management, Hospitality Management, or a related field. Specialization in protocol, event management, or international relations is an advantage.

Experience:

• Extensive experience in guest relations and guest management, including exposure to protocol environments and structured guest handling processes.
• 4–6 years of experience in planning, coordinating, and delivering guest services in a professional or event‑based environment.
• 2–4 years of on‑site event experience in guest relations, protocol, or VVIP/VIP service delivery.
• Experience in managing guest accounts, invitations, registrations, and communication processes is an advantage.
• Experience in coordinating with high‑level stakeholders (e.g., government representatives, embassies, international organizations) is an asset.
• Ideally experience within a sport/event organisation or large‑scale international project, preferably in a world‑class event environment.

Skills & Competencies:

• Fluent Portuguese and English (spoken and written) with excellent communication skills.
• Strong stakeholder management and relationship‑building skills.
• High level of diplomacy and ability to handle sensitive VVIP/VIP interactions.
• Strong organizational and planning skills, with the ability to manage multiple priorities.
• Proven problem‑solving skills and ability to operate in dynamic environments.
• Strong project management skills and ability to deliver under pressure.
• Solid understanding of guest management processes and operational coordination.
• Collaborative mindset with the ability to work across cross‑functional teams.
• Advanced MS Office skills (Excel, Word, PowerPoint); experience with planning tools is an asset.

Certifications & Requirements:

• Project Management certification (e.g., PMI) or equivalent experience is an advantage.
• Relevant certifications in hospitality, event management, or protocol are a plus.
• Right to work in Brazil.
• Ability to relocate to Rio de Janeiro.