Department: Tournament and Venue Operations
Location: Miami
Description
Reporting organisationally to the Executive Director of Operational Services, the Head of Guest Operations will be a key member of the FIFA26 Operational Services team, and work in close collaboration with the FIFA HQ Guest Operations team and other key individuals responsible for delivering Guest Services efforts for the FIFA World Cup 2026 that for the first time ever, is hosting 48 teams and 1,200+ players across 3 countries and 16 venues. This role will be responsible for overseeing and managing the holistic guest operations concept for a seamless provision of event services including travel and transport to all V/VIP guest groups at the FIFA World Cup 2026™. Further, this role will oversee a range of responsibilities, including the strategic development of operational policies and procedures for Guest Operations.
THE POSITION
The main responsibilities and oversights of the Head of Guest Operations for the FIFA World Cup 26™ include:
- Act as 'centre of competence' on any relevant strategical developments in the event industry for Guest Operations and act as a true role model in representing the function internally and towards external partners
- Lead Site Operations Plan (SOP) development for all airports in collaboration with FIFA Guest Operations
- Conduct mapping out of end to end V/VIP guest journeys and define services implementation at the airport
- Oversee the development and execution of the V/VIP Side Events & Leisure Program at the FIFA World Cup 2026 while managing the integration of both existing and bespoke events over the course of the tournament
- Work closely with the Guest Operations, Guest Relations and external suppliers to plan and accommodate for guests with special requirements
- Lead the MOC-GSIA Operations relating to the delivery across the event footprint including; event venues, airport guest operations and guest arrivals and departure experience, guest hotels, integrated HQ Operations, operational set-up
- Oversee creation and establishment of policies and procedures and where relevant ensuring compliance of FWC26 Policy with national policy for heads of state and government officials
- Communicate Guest Management Policies and Operational Plans to all relevant stakeholders
- Lead the definition and coordination of governance (e.g. Focus and working groups, policies and procedures)
- Support and develop milestone setting and key activity matrixes for each event, managing the workflow by assessing priorities and communicating them to the team
- Possess exceptional ability to build relationships with parties both within and outside FWC26
- Coordinate and maintain a strategic overview of all Guest Operations at the airport during tournament time
- Attend site visits and inspections
- Build clear line of communication and relationship with various stakeholders and involved parties
- Formulate the annual budget and ensure the periodic review of these operational elements
YOUR PROFILE
- Bachelor's Degree or similar level of education in Management, Sports Management/Business, Marketing and Communications, or Hospitality
- Project Management Certification is a plus
- Minimum of ~10 years of work experience in guest operations and event services
- Experience within a major, high-end sport/event organization
- Strong communication skills – oral and written
- Experience managing complex projects
- Strong analytical and negotiation skills
- Strong understanding of budgets and financial management
- Ability to lead a team
- 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
