EURO Guest Services & Experience Expert

Global Sports Jobs Limited; Schweiz; Hybrid; CHF 90,000 - 120,000; Full time

Job summary

Global Sports Jobs Limited seeks a EURO 2028 Guest Experience & Services Expert to plan and deliver guest service operations across eight host cities, including VIP hotels and airports. The role involves coordinating with transport and accommodation providers to ensure consistent service standards and high-quality guest experiences.

You will oversee guest management activities, develop documentation and training, and lead teams of Guest Services City Managers during the tournament, with

Qualifications

• From 1 to 3 years' experience in events, hospitality or guest management.
• From 4 to 6 years' experience in the events industry.
• Proficient in English.
• Proficient in MS Office.
• Relocation to Switzerland/France is expected.
• Willingness to travel for UEFA events and working visits.

Responsibilities

• Support the Senior Protocol & Guest Experience Manager in developing and delivering guest management strategy.
• Oversee service level agreements and ensure clear communications to stakeholders.
• Lead planning, setup and delivery of guest management across UEFA VIP hotels and hubs.
• Coordinate alignment with transport, accommodation and other service providers.
• Develop operational documents, planning materials and presentations with stakeholders.
• Lead training programmes for guest services staff and volunteers.

Skills

Planning

Organizing

Presenting

Communication

Flexibility

Tools

MS Office

Job description

About the Role

The EURO 2028 Guest Experience & Services Expert is responsible for the planning and delivery of guest service operations across the eight host cities of UEFA EURO 2028, in particular at the UEFA VIP hotels. The role also involves working with key counterparts to plan and coordinate guest service operations at official airports and train stations, ensuring a seamless and high-quality guest experience in accordance with defined levels of service. The position sits within the Club Competitions Operations & Events / Events division and includes line management of the Guest Services City Managers across all UEFA VIP hotels during the tournament.

Key Responsibilities

• Support the Senior Protocol & Guest Experience Manager in developing and delivering the guest management and protocol strategy.
• Oversee EURO 2028 service level agreements, mapping them and ensuring they are effectively communicated to key stakeholders.
• Lead the planning, set-up and implementation of guest management and protocol operations across UEFA VIP hotels and hub hotels, attending working visits as required.
• Ensure alignment with transport, accommodation and other service providers on guest management operations across hotels, airports and train stations, and consistent service delivery standards across all guest-facing locations and guest groups.
• Coordinate guest management requirements across internal projects and establish and maintain operational procedures, communication protocols and escalation processes with key stakeholders.
• Develop operational documentation, planning materials, presentations and other project-related resources in collaboration with internal and external stakeholders.
• Coordinate hotel logistics, including office set-up, staffing plans, site visits, shift schedules, uniforms and volunteer/host requirements.
• Lead the planning and delivery of training programmes for guest services staff and volunteers, and adapt and roll out the service excellence training programme across key VIP areas and related projects.
• Coordinate communication and booking procedures for charter flights, private aviation and associated guest travel requirements, including VIP guest movements during the tournament.
• Manage guest communication strategies, ensuring accurate and timely information is delivered to relevant stakeholder groups through appropriate channels.
• Support planning for the UEFA president and general secretary and their teams, and oversee their programmes, itineraries and movements during the tournament.
• Define and optimise guest management systems, databases and reporting tools to support efficient planning, decision-making and on-site operations.
• Oversee guest services operations across all host cities during the tournament, ensuring service delivery, operational readiness and effective issue resolution.
• Line manage the Guest Services City Managers across all UEFA VIP hotels and lead guest services coordination meetings and stakeholder alignment activities.
• Support UEFA guest services operations during the semi-finals and final, and produce post-event debriefs and performance reports.

Required Experience & Qualifications

• From 1 to 3 years' experience in the events industry, working in hospitality or guest management.
• From 4 to 6 years' experience in the event industry.
• Proficient in English.
• Proficient in MS Office.
• Relocation to Switzerland/France is expected.
• Ability to adapt and respond to change.
• Ability to develop results and meet expectations.
• Planning and organising skills.
• Presenting and communicating skills.
• The role requires travel to support at UEFA events and to attend working visits.

Preferred Skills

• Experience of working on sports events.

Workplace

• Based at UEFA's headquarters in Nyon, Switzerland, for the UEFA EURO 2028 tournament.
• Hybrid working with the option to work from home up to one day per week.
• Maximum-term contract running from 1 February 2027 to 31 August 2029.