Specialist, Guest Relations, FIFA World Cup 2026 at FIFA
FIFA · Miami, United States Of America · Onsite
- Professional
- Office in Miami
At FIFA26, our vision is to unite the world through the greatest sporting event of all time. The FIFA World Cup 26™ will mark the first time that the tournament will feature 48 teams and be hosted by three countries: Canada, Mexico and the USA. This new format will redefine excellence, generating unique opportunities for greater participation and engagement among fans and players across North America and all over the world. Now is your time to become a game changer and join the workforce that will plan and deliver this extraordinary and unforgettable experience.
THE POSITION
Reporting organisationally to the Head of Guest Operations, the Guest Relations Specialist will be a key member of the FIFA26 Operational Services team, and work in close collaboration with the FIFA Zurich project team and other key individuals responsible for delivering guest operations efforts for the FIFA World Cup 2026 that, for the first time ever, hosts 48 teams and 1,200+ players across 3 countries and 16 venues.
This role will be responsible for coordinating and maintaining a strategic overview of VIP guest relationships and administrative duties pertaining to guest participation across the FIFA World Cup 2026. Further, this role will participate in the implementation strategy, tools, and operational plans for seamless provision of integrated event services (e.g., travel, transport, accommodation,
hospitality) to FIFA guest groups.
The main responsibilities and oversights of the Guest Relations Specialist for the FIFA World Cup 26™ include:
This role will be responsible for coordinating and maintaining a strategic overview of VIP guest relationships and administrative duties pertaining to guest participation across the FIFA World Cup 2026. Further, this role will participate in the implementation strategy, tools, and operational plans for seamless provision of integrated event services (e.g., travel, transport, accommodation,
hospitality) to FIFA guest groups.
The main responsibilities and oversights of the Guest Relations Specialist for the FIFA World Cup 26™ include:
- Collaborating with the guest operations teams to deliver fully integrated guest experience ensuring consistent quality levels and seamless provision of all guest-related services, putting the VIP/VVIP’s needs in the center of attention.
- Identifying key principles and establishing scalable communications built around the events of the VIP/VVIP guests, including invitations to lounges at stadiums and VIP hotels including FIFA Club, ancillary meetings, entertainment programs and the official World Cup matches.
- Defining processes, parameters, KPIs, service levels and requirements in relation to concepts, timelines, policies, responsibilities, and operational workflows
- Support the development, oversight and management of tracking all communications, replies, attendance and requests of VIP/VVIP’s
- Supports the development and coordination of clear, well-communicated explanations of benefits and services, in collaboration with the Guest Operations Team, across all stages of the guest journey.
- Assist in the development and delivery of training to Guest Relations service staff involved in the respective events so that they are fully briefed and trained in any technology-based tracking, seating, or guest services communications systems.
- Drafting accurate and timely progress reports for the line manager
- Attending site visits and inspections
- Responsible for a successful transfer of knowledge and debrief within the owned area by following the organizational guidelines set.
- The nature of this role requires adaptability and openness to changing responsibilities as the needs of the organization evolve
YOUR PROFILE
- Bachelor’s degree in a relevant field (business administration, management, leadership, entrepreneurship)
- Willingness to work outside core working hours (online meetings accommodating different time zones)
- Willingness to travel
- 3+ years’ experience in planning and leading in a guest-related service environment.
- Knowledge and experience in operations and specifically with guest operations, accommodations, and hospitality as well as related event services; knowledge of its respective methodologies, planning and controlling tools.
- Experience managing end-to-end V/VIP hospitality programs at major sporting events
- Fluent in English. Spanish and/or French proficiency is a plus
- Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and planning software and online collaboration tools
