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Guest Relations Manager
BrazilPosted Yesterday
Full-timehybrid
Job Description
Guest Relations Manager
Department: Tournament and Venue Operations
Employment Type: Fixed Term - Full Time
Location: Brazil
Description
FIFA has established a Local FIFA Subsidiary in Brazil to work together with FIFA Zurich to deliver the biggest women’s sporting event in the world, the FIFA Women’s World Cup 2027™ (“FWWC2027”) that for the first time ever, is hosted in South America in Brazil. Now is your time to be part of the workforce that is creating this unique and unforgettable experience.
Please submit your CV in English, as it will be reviewed by an international team.
Please submit your CV in English, as it will be reviewed by an international team.
THE POSITION
The Guest Relations Manager is responsible for the planning, coordination, and delivery of Guest Relations activities for VVIP/VIP and other FIFA guest groups at the FIFA Women’s World Cup 2027™.
The role focuses on guest account management (including invitation, registration, and communication), as well as the coordination of end-to-end guest journeys and liaison with key stakeholders.
Under the guidance of the FIFA Guest Relations Lead, the role ensures the implementation of the Guest Relations strategy, maintaining high service standards, efficient processes, and seamless communication across all guest touchpoints.
The Guest Relations Manager acts as a key point of reference for guest management operations and supports the training and coordination of service providers and workforce in the respective areas.
The role focuses on guest account management (including invitation, registration, and communication), as well as the coordination of end-to-end guest journeys and liaison with key stakeholders.
Under the guidance of the FIFA Guest Relations Lead, the role ensures the implementation of the Guest Relations strategy, maintaining high service standards, efficient processes, and seamless communication across all guest touchpoints.
The Guest Relations Manager acts as a key point of reference for guest management operations and supports the training and coordination of service providers and workforce in the respective areas.
KEY RESPONSIBILITIES
- Lead and coordinate Guest Relations activities across all guest groups, ensuring alignment with service levels and event objectives.
- Define and manage VVIP/VIP account management processes, including invitation, registration, communication, and quota management.
- Liaise with stakeholders on guest invitation concepts, guest lists, and quota definitions, including coordination with offices and embassies of international and local authorities.
- Map and oversee end-to-end guest journeys, ensuring high service standards across all touchpoints and efficient resolution of guest issues.
- Oversee guest requests and bookings (e.g. program attendance, ticketing, travel, accommodation, transport), including structured change management processes.
- Oversee ticketing-related guest processes and ensure consistency and efficiency in guest request handling.
- Define and implement guest communication and liaison strategies, ensuring streamlined communication flows across all channels.
- Collaborate with FIFA Zurich and relevant departments to ensure an integrated Guest Relations approach and consistent service delivery.
- Establish and maintain clear communication lines with internal and external stakeholders.
- Develop policies, guidelines, and protocol requirements for VVIP/VIP guests and other dignitaries.
- Coordinate the management of guest-related IT systems and applications in alignment with FIFA Guest Relations.
- Manage resources and support workforce planning for Guest Relations activities.
- Ensure project delivery within defined timelines, milestones, and quality standards, including reporting and issue resolution.
- Develop training concepts and deliver training sessions for service providers, workforce, and volunteers.
YOUR PROFILE
Education:
- Bachelor’s or Master’s Degree in Communications & Marketing, International Relations, Business Management, Hospitality Management, or a related field. Specialization in protocol, event management, or international relations is an advantage.
Experience:
- Extensive experience in guest relations and guest management, including exposure to protocol environments and structured guest handling processes.
- 4–6 years of experience in planning, coordinating, and delivering guest services in a professional or event-based environment.
- 2–4 years of on-site event experience in guest relations, protocol, or VVIP/VIP service delivery.
- Experience in managing guest accounts, invitations, registrations, and communication processes is an advantage.
- Experience in coordinating with high-level stakeholders (e.g. government representatives, embassies, international organizations) is an asset.
- Ideally experience within a sport/event organisation or large-scale international project, preferably in a world-class event environment.
Skills & Competencies:
- Fluent Portuguese and English (spoken and written) with excellent communication skills.
- Strong stakeholder management and relationship-building skills.
- High level of diplomacy and ability to handle sensitive VVIP/VIP interactions.
- Strong organizational and planning skills, with the ability to manage multiple priorities.
- Proven problem-solving skills and ability to operate in dynamic environments.
- Strong project management skills and ability to deliver under pressure.
- Solid understanding of guest management processes and operational coordination.
- Collaborative mindset with the ability to work across cross-functional teams.
- Advanced MS Office skills (Excel, Word, PowerPoint); experience with planning tools is an asset.
Certifications & Requirements:
- Project Management certification (e.g. PMI) or equivalent experience is an advantage.
- Relevant certifications in hospitality, event management, or protocol are a plus.
- Right to work in Brazil.
- Ability to re-locate to Rio de Janeiro.