Hospitality Operations Coordinator - Manchester United

Elevate; Manchester; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

33 days annual leave (UK)

Company-paid insurance

Pension contributions

Job summary

Elevate is seeking a Hospitality Operations Coordinator to ensure premium hospitality and matchday experiences at Old Trafford. You will be the first contact for client queries, manage the shared inbox, and coordinate with the Sales Director and VIP managers.

The role requires 2+ years in sports/entertainment/hospitality, CRM experience (Salesforce), and strong organizational skills. In-office at Old Trafford with occasional travel for events. Competitive package and benefits.

Qualifications

• Bachelor’s degree in Business, Sports Management, Marketing, or a related field preferred.
• 2+ years of professional experience in sports, entertainment, or hospitality.
• Experience with CRM systems (Salesforce, Microsoft CRM) and proficiency in Microsoft Office.

Responsibilities

• Be the first point of contact for customer queries and requests.
• Manage the shared inbox and respond to post-sale inquiries.
• Coordinate matchday and VIP experiences with the Sales Director and managers.
• Handle ticket exchanges, fixture changes, and guest manifests.
• Provide post-sale support and elevate guest experiences.

Skills

Customer service

Communication

Relationship-building

Organisational skills

Education

Bachelor’s degree in Business/Sports Management/Marketing or related field

Tools

Salesforce CRM

Microsoft Office

Job description

About Elevate

Elevate is an award-winning global sports and entertainment agency founded in 2018 and the chosen growth partner for the world’s leading brands, properties, and experience-driven businesses. Through one integrated model, Elevate serves as the trusted advisor for more than 1,000 clients, helping them solve complex challenges and drive business wins.

Elevate is an award-winning global sports and entertainment agency founded in 2018 and the chosen growth partner for the world’s leading brands, properties, and experience-driven businesses. Through one integrated model, Elevate serves as the trusted advisor for more than 1,000 clients, helping them solve complex challenges and drive business wins. What began in sports has evolved into a platform now serving clients across culture, attractions, culinary, and hotels. Today, Elevate brings operational expertise, data-driven intelligence, and world-class creativity together under one roof. Elevate’s more than 750 employees sit across 14 offices around the world, from North America to Europe to Asia, and speak and write in 17 different languages. For more information, visit us at www.oneelevate.com.

Position Overview: Hospitality Operations Coordinator - Manchester United

The Hospitality Operations Coordinator will ensure the smooth delivery of premium hospitality and matchday experiences at Old Trafford through proactive client communication, operational coordination, and post-sale account support. This includes acting as the first point of contact for customer queries, requests and complaints, managing the shared inbox and handling fixture changes, ticket exchanges and guest manifests, with regular matchday responsibilities at all Manchester United fixtures. The role requires delivering exceptional customer service and a calm, solutions-focused approach when unforeseen circumstances arise, working closely with the Sales Director, Hospitality Operations Manager and VIP Account Manager within a high-performance team culture. A successful candidate will be highly organised and detail-driven, identifying trends in post-sale queries to help improve operations and contributing to bespoke VIP experiences, ensuring every interaction reflects professionalism, discretion, and the high standards expected at elite hospitality levels. This is an in-office role, based at Old Trafford, Manchester. Travel: Minimal, but may be required for special events or out-of-office appointments. Schedule: Available for all Manchester United home fixtures across the football season.

What You’ll Do

• First point of contact for customer communication, administration, and specific client needs/enquiries
• Manage the internal inbox day-to-day, ensuring continuity in customer service and spotting trends in post-sale queries and issues
• Make outbound calls to post-sale enquirers with complex needs, assisting in detail and closing out cases. Engage with customers directly with a calm and service-oriented approach
• Handle customer complaints professionally and efficiently, identifying and delivering effective solutions to resolve client issues
• Escalate complex or sensitive matters to senior management when necessary, working to find quick resolutions with the wider team as required

VIP And Experience Support

• Support the VIP Account Manager with matchday planning, client gifting, selecting and sending client photographs after events
• Support the planning of bespoke VIP experiences and non-matchday activations

Match Day & Event Support

• Serve as a frontline representative on match days, managing client experiences, hosting events, and resolving issues
• Assist client ticket and operations with event-day responsibilities as needed

Fixture, Ticket, and Package Changes

• Communicate changes to client packages and experiences clearly and promptly
• Process ticket and fixture amendments within agreed parameters
• Prepare and maintain guest information and documentation as required by Manchester United
• Support the invoicing process and payment tracking in collaboration with internal teams

Reporting and Operational Improvement

• Collate and quantify lists of common issues to feed into the Sales Director and Hospitality Operations Manager
• Help identify operational changes that can be implemented to mitigate recurring problems

Additional Duties

• Stay informed on industry trends, team initiatives, and local market dynamics
• Other duties as assigned by Management

Who You Are

• Bachelor’s degree in Business, Sports Management, Marketing, or a related field preferred
• 2+ years of professional experience, preferably in sports, entertainment, or hospitality
• Experience with CRM systems (Salesforce, Microsoft CRM) and proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

What Makes You Stand Out

• Outstanding interpersonal and communication skills—written, verbal, and presentation
• Comfortable presenting to and building relationships with corporate decision-makers and high-profile clients
• Strong organisational skills with the ability to prioritise, multitask, and thrive in a fast-paced, high-pressure environment
• Team-first attitude with high emotional intelligence and problem-solving capabilities
• Flexible and adaptable to work evenings, weekends, and holidays as required

Compensation & Benefits Overview

• Anticipated compensation range: £28,000 - £30,000 per annum

Insurance (Company‑Paid)

• Elevate provides the following benefits, effective from your first day of employment:
• Medical - Elevate covers 100% of your premium. Dependants can be added at your own cost via payroll deductions
• Dental and Optician Reimbursement
• Travel Insurance - Elevate covers 100% of your premium. Dependants may be added at your cost
• Life Assurance - Fully employer‑paid, covering 4× your basic annual salary up to a free cover limit of £800,000
• Employee Assistance Programme (EAP) - Fully employer‑funded

Time Off

• 33 days annual leave, inclusive of the 8 UK bank holidays
• Up to 10 days paid sick leave within a rolling 12‑month period

Pension

• 4% employer contribution
• 5% employee contribution (based on full salary via salary sacrifice)

The qualifications listed above represent the credentials necessary to perform the essential functions of this position. To be successful in this position, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This position is open to all qualified candidates. If you need assistance or an accommodation due to a disability in connection with the application process, you may contact us at [e-mail].

We are proud to be an equal opportunity/veterans/disabled/ LGBT employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need, without regard to race, color, religion, gender, sexual orientation, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by applicable law.