Guest Services City Manager

Temporary, Full-time · All Venues

The job
The mission of the Guest Management & Protocol (VIPS) project is to plan and professionally execute guest service operations as well as manage all protocol matters according to the UEFA protocol. The mission of the EURO 2024 VIP Programme is to ensure that VIP guests experience a seamless consistent journey through the tournament, no matter their assigned level of service, where they receive a professional, informative and client focused service and feel welcomed in all key locations.

The Guest Services City Manager (m/f/d) is the main point of contact for all questions and services related to the UEFA VIP programme and the guest management in the assigned host city and ensures the right implementation for each VIP guests throughout their stay.

  • Start date: 02.05.2024
  • End date: 31.07.2024

Start and end date may still differ slightly. Please enter the venue(s) for which you are available in the application form ("Preferred venue(s)").
Salary structure
With the following information, we would like to give you an insight into the general conditions and our salary ranges. The salaries we call are based on several criteria, including the project, general responsibility and the required set of skills. This includes the knowledge & skills already acquired in professional work experience as well as verifiable education in terms of a relevant degree or comparable qualification. Our positions are classified and remunerated according to the above criteria. Therefore, the monthly salary for the Manager position advised here is 5.000 € gross. Please note that over- or underpayment is possible depending on skills and specific experience. A bonus payment as a tournament bonus at the end of the employment is also possible.

Please click here for further information regarding social insurances and taxes in Germany.
List of relevant tasks & responsibilities
Training of onsite staff
  • Preparing the documentation used for the training of volunteers and delivering the volunteer training for VIPS hotel volunteers
  • Delivery of Service Excellence Training
  • Running the onsite guest management table tops with key projects
Event-time responsibilities
  • Acting as the primary contact and client representative for EURO 2024 VIP guests in the host city
  • Delivering and coordinate guest services operations in the host city linked to the VIP hotel, the airport and railway station operations
  • Implementing guest services operations & leading the guest services team onsite at the VIP hotel
  • Tracking changes and requests and informing the guest service hotline accordingly
  • Informing the Target Group Coordination Centre (TGCC) about last minute changes, no shows & unannounced arrivals
  • Staffing the welcome desk at the VIP hotel
  • Downloading and preparing daily lists from the CRM tool to monitoring arrivals and departures of UEFA VIP guests
  • Updating, managing staff and volunteer shift scheduling according to expected daily arrivals and departures as well as match day movements
  • Implementing guest communication strategy onsite guests
  • Holding daily briefings with the hotel team and event transport team
  • Coordinating with tournament airport staff for guest arrivals
  • Liaising with the VIPS venue operations team regarding guest services operations
  • Supporting VIP guests with any questions related to the VIP tickets
  • Planning and delivery of match day transfers to and from the venue in coordination with the transport team
Accommodation related tasks
  • Responsible for the set-up of working spaces and welcome desk in the hotel
  • Coordinate all deliveries (signage, IT) and oversee the set-up
  • Update hotel running order and control hotel operations (F&B lunches/coffee breaks/meetings etc)
  • Control meeting facilities such as working stations, F&B, cleanliness, signage, stationary and equipment
  • Verify arrival & departure list for the following day and highlight early check in/late check outs
  • Double check the hotel rooming list and make sure information provided by UEFA to hotel is accurate
  • Inform Accommodation Manager immediately in case of any mismatch with FAME rooming list due to onsite last minute changes
  • Acts as trouble-shooter for unforeseen problems and any open issues regarding accommodation at the hotel
  • Cost control responsible on site: check and sign hotel bills to be placed on masterbill
  • Send daily report to Accommodation Manager
  • Bachelor in event management, project management, hotel management or international business
  • Experience in guest management operations and customer service
  • Experience in a supervisory position working with guest service staff
  • Computer-literate: MS Word, PowerPoint, Excel, Outlook, Project (Proficient)
  • German and English (Proficient)
  • Adapting and responding to change
Overall recruitment plan
After screening all applications, we will start inviting interesting candidates for the first step in the recruitment process to a time-shifted video interview. Here, you will receive a questionnaire with some general and some job specific questions, which you have to answer via video or written. The second step for the short-listed candidates in the process is then a video interview with HR and the relevant project.

Please note that due to the high number of open positions, the interview phase will probably start in September 2023. We try to provide you feedback as soon as possible. Thanks already for your patience.
About us

In 2024, Germany will host the 17th edition of the UEFA European Football Championship. Staging the biggest European sports event provides a unique opportunity for UEFA and DFB to jointly organise a celebration of the best of European Football, on the basis of excellence, sustainability, and passion. This flagship championship aspires to be a role model for other UEFA competitions, as well as leaving strong legacy for the future of European football. EURO 2024 GmbH, joint venture organisation between UEFA Events SA and DFB EURO GmbH, is responsible for the operational planning and implementation of the tournament.

The EURO 2024 GmbH values diversity and strives to be inclusive in everything we do. We aim for everyone to have equal access to our organisation regardless of sex, gender identification, sexual orientation, age, disability, religion, ethnicity, nationality, or any other personal trait. If you have any particular requirements in respect to the recruitment or interview process, please mention this in your covering letter so that we can ensure adaptions are made when there are barriers identified.

Employee benefits

  • Be part of an unique on-site team and experience the operations in the venue

  • Contribute to and help shape the staging of Europe's biggest sporting event

  • Varied and challenging tasks

  • Working in a unique, exciting and sporty environment

  • Regular team events

  • A wide variety of employee benefits

We are looking forward to hearing from you!
Thank you for your interest in EURO 2024 GmbH!

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