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VIP Venue 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 VIP Venue Manager (m/f/d) is the main point of contact for all questions and services related to the VIP programme and the guest management at the assigned stadium and ensures the right implementation for each match. 

  • 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 on-site staff
  • Preparing the documentation used for the training of volunteers and delivering the volunteer training for VIP venue volunteers
  • Delivery of the Service Excellence Training
  • Supporting on the onsite guest management table tops with key projects
Event-time responsibilities
  • Lead along-side the UEFA Guest Liaison Officer the onsite VIPS venue team and ensure excellent customer service is delivered at all touchpoints of the guest’s journey at the venue
  • Represent the UEFA Guest Management & Protocol and ensure the implementation of all UEFA protocol guidelines and procedures at the venue
  • Implement all guest service operations to ensure a smooth delivery of the VIP Programme
  • Liaise and coordinate with other UEFA projects such as venue management, security, transport, hospitality production amongst others to ensure the smooth delivery of the VIP Programme
  • Training and management of VIPS Volunteers 
  • Support with training of all guest hosts in the VIP Lounges
  • Updating, managing staff and volunteer shift scheduling 
  • Chair the onsite match day-1 protocol meeting together with the UEFA Guest Liaison Officer
  • Ensuring that the levels of service delivered at the venue are in accordance with the different target groups received
  • Validating all last-minute VIP ticketing decisions with the Guest Liaison Officer or the VIPS project team at Target Group Coordination Centre (TGCC - based in Frankfurt)
  • Brief the VIPS staff as necessary on guest flows and other hospitality guest flows
  • Coordinate briefings and meetings as required to ensure all relevant projects and stakeholders are aware of guest service operational requirements
  • Cross check of all VIP areas prior to doors opening
  • Coordinate and deliver match day briefings for VIPS venue team and guest service staff
  • Oversee all VIP access control points and welcome points, guaranteeing their functionality and troubleshooting when necessary
  • Report on all operational information and procedures that could have a potential impact on the VIP areas, taking into consideration the impact to other areas belonging to different projects
  • Troubleshoot and handle approved adjustments for the delivery of guest management and protocol operations
  • Ensure all guest management staff follow the service excellence principles and adhere to the uniform policy
  • Support the Guest Services City Manager (based at the VIP hotel) on any logistic tasks required
  • Ensure sustainable usage of all items and monitor usage
  • Dismantling of areas and ensure all areas are handed back as they were found
  • Coordinate shipping of items in accordance to the packing list
Communication and cooperation
  • Report and communicate in accordance with EURO 2024 requirements
  • Report to the UEFA Guest Management & Protocol Project at the TGCC in accordance with EURO 2024 requirements
  • Report any issues on top VIP guests to the Guest Services City Manager
  • Follow all change management communication procedures with the hotline, transport, airport and hotel teams and the VIPS project team at the TGCC
  • Collaborate with the hospitality production team in regard to the guest hosts, look and feel of the VIP lounges, catering and special requirements
  • Close collaboration with Event Transport on VIP guests movements and parking requirements
  • Close coordination with security on requirements and match attendance
  • Collaborate with ICT and the access manager to ensure VIP access management operations run smoothly
  • Coordinate with participating national teams and government stakeholders on VIP operations
Administration
  • Submit reporting and debriefs according to provided guidelines and deadlines
  • Complete statistic requirements on VIPS operations and guest attendance according to deadlines
  • Ensure logistics item list is always up-to-date
Requirements
  • Bachelor in event management, project management, hotel management or international business
  • 1-3 years’ experience in large scale sports events
  • 1-3 years’ experience in Guest Management/ Protocol operations and customer service
  • Experience in a supervisory position working with guest service staff
  • English (Proficient), German and any other language is an asset
  • IT skills: MS Office (Word, Excel, PowerPoint, Outlook) (Advanced)
  • Presentation skills
  • Excellent communication skills and diplomacy
  • Complies with guest management team work ethic and etiquette
  • Good attention to detail
  • Desire to exceed stakeholder expectations
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.
Apply for this position
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

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

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