Guest Experience Manager

Department: Tournament and Venue Operations

Employment Type: Fixed Term - Full Time

Location: Brazil

Description

THE POSITION

• Lead the development and execution of the VIP Guest Experience concept within the FIFA VIP Hotel, including FIFA Club, brand implementation, and experiential elements (e.g. gifts, amenities, and curated guest touchpoints).
• Define the FIFA Club concept (including F&B, design, and guest journey) and oversee its implementation.
• Supervise the tender process, evaluation, and appointment of guest experience suppliers related to VIP Hotel and FIFA Club delivery (e.g. experiential agencies, branding, F&B concept providers).
• Coordinate and maintain a strategic overview of all guest experience activities within the VIP Hotel environment.
• During tournament time, act as FIFA Club Manager (or oversee FIFA Club Manager role), responsible for operational setup and delivery of the FIFA Club.
• Collaborate with relevant functional areas to ensure alignment of VIP Hotel guest experience delivery (e.g. Accommodation, Protocol, Transport, Branding).
• Establish clear lines of communication and maintain strong relationships with key stakeholders and involved parties.
• Develop training concepts and deliver training sessions for all relevant suppliers, their service staff, and volunteers, focusing on excellence and ‘wow’ customer service.
• Attend site visits and inspections.

YOUR PROFILE

• Bachelor’s or Master’s Degree in Business Management, Hospitality Management, Event Management, Marketing & Communications, or a related field. Specialization in hospitality, event management, or experience design is an advantage.

• 5+ years of proven experience in developing and delivering premium VIP guest experience concepts and operations, ideally within hotel environments, hospitality settings, or large-scale events.
• Extensive experience in concept development and implementation of guest experience elements, including branding, scenography, F&B concepts, and curated guest touchpoints.
• Experience in designing and delivering premium hospitality environments (e.g. lounges, clubs, VIP spaces, or hotel-based experiences).
• Proven experience in managing and coordinating external agencies and suppliers for experience delivery (e.g. production, branding, F&B, experiential agencies).
• Hands-on experience in implementing on-site guest experience concepts, including setup, testing, and operational delivery.
• Experience working in cross-functional environments, coordinating with hospitality, accommodation, and operational stakeholders.

• Fluent Portuguese and English (spoken and written) with excellent communication skills.
• Strong attention to detail with the ability to ensure high-quality delivery of premium guest experience standards.
• Ability to translate conceptual ideas into operational execution, ensuring consistency between design and on-site delivery.
• Strong problem-solving skills with the ability to anticipate, manage, and resolve complex situations in fast-paced environments.
• Proven ability to manage and steer multiple external suppliers and agencies to deliver against defined concepts and timelines.
• Collaborative mindset with strong stakeholder management skills across cross-functional teams.
• Strong planning and organizational skills, with the ability to manage multiple workstreams and priorities simultaneously.
• High level of adaptability and resilience in dynamic, high-pressure event environments.
• Solid understanding of premium hospitality environments and guest expectations.
• Advanced skills in MS Office (Excel, Word, PowerPoint; Project or similar tools is an advantage)

• Project Management certification or equivalent experience is an advantage.
• Additional certifications in hospitality, event management, or experience design are considered a plus.
• Right to work in Brazil. 
• Ability to re-locate to Rio de Janeiro.