EURO Guest Services & Experience Expert

Job Description

Job information
Division/Unit: Club Competitions Operations & Events / Events
Contract type: maximum term
Location: Nyon (WFH up to one day per week)

This role is based at UEFA’s Headquarters in Nyon, Switzerland for the UEFA EURO 28 tournament. If you are looking for roles based in the UK & Ireland, please visit the UK & Ireland 2028 Limited page.

Start date: 01/02/2027
End date: 31/08/2029

Main goal

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. They will also work with key counterparts to plan and coordinate guest service operations at official airports and train stations to ensure a seamless and high-quality guest experience in accordance with defined levels of service.

Key responsibilities

• Helping the Senior Protocol & Guest Experience Manager to develop and deliver the guest management and protocol strategy
• Overseeing EURO 2028 service level agreements, mapping them and ensuring they are effectively communicated to key stakeholders
• Attending working visits to UEFA VIP hotels as required
• Leading the planning, set-up and implementation of guest management and protocol operations across UEFA VIP hotels and hub hotels
• Ensuring alignment with transport, accommodation and other service providers on guest management operations across hotels, airports and train stations
• Ensuring consistent service delivery standards across all guest-facing locations and guest groups
• Coordinating guest management requirements across internal projects to ensure seamless integration into tournament operations
• Establishing and maintaining operational procedures, communication protocols and escalation processes with key stakeholders
• Developing operational documentation, planning materials, presentations and other project-related resources in collaboration with internal and external stakeholders
• Coordinating hotel logistics, including office set-up, staffing plans, site visits, shift schedules, uniforms and volunteer/host requirements
• Leading the planning and delivery of training programmes for guest services staff and volunteers, ensuring operational readiness across all tournament locations
• Adapting and rolling out the service excellence training programme across key VIP areas and related projects
• Coordinating communication and booking procedures relating to charter flights, private aviation and associated guest travel requirements
• Managing guest communication strategies, ensuring accurate and timely information is delivered to relevant stakeholder groups through appropriate channels
• Supporting planning for the UEFA president and general secretary and their teams, as well as other guest services operations during tournament time
• Defining and optimising guest management systems, databases and reporting tools to support efficient planning, decision-making and on-site operations

Tournament-time responsibilities
• Overseeing guest services operations across all host cities during the tournament, ensuring service delivery, operational readiness and effective issue resolution
• Being the line manager of the Guest Services City Managers across all UEFA VIP hotels
• Leading guest services coordination meetings and stakeholder alignment activities
• Overseeing the programmes, itineraries and movements of the UEFA president, general secretary and other designated UEFA VIP guests, ensuring agreed service levels are maintained
• Coordinating charter flights, private aviation and associated VIP guest movements
• Supporting UEFA guest services operations during the semi-finals and final and producing post-event debriefs and performance reports