Guest Experience Manager; Global Sporting Event

Guest Experience Manager (Global Sporting Event)

Join to apply for the Guest Experience Manager (Global Sporting Event) role at The iLUKA Collective
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Contract role starting in June 2024 and ending in July 2026. You will be working on a global sporting event taking place in the summer in the United States.

• Work with the Brand Experience team to bring the guest experience to life and to unify the guest experience across the hospitality programme (including overlay of lounge, hotels/stadiums and other hospitality areas, delivery of FB, fulfilment of merchandise requirements for the programme).
• Liaise with the client and iLUKA Account Management team to ensure all guest experience touchpoints are aligned with the client's objectives.
• Develop strong working relationships with suppliers, clients and programme teams to ensure timely delivery against programme timeline.
• Liaise with venue teams to ensure all relevant Health Safety policies are implemented and adhered to.
• Develop training/operational manuals to ensure team has thorough knowledge of all procedures.
• Lead by example to ensure all project team delivers outstanding customer service.
• Monitor team morale and dynamics and take remedial action where necessary.
• Ensure programme is successfully delivered within budget.
• Support in the post event reconciliation process.

• Plan and manage all elements of overlay project delivery including space, brand overlay, entertainment and FB design, production and purchasing, build/fit‑out planning and de‑commissioning.
• Organise build schedule and onsite fit‑out delivery at multiple sites within hotels and other venues.
• Source furniture, fittings and equipment and manage delivery of suppliers to ensure excellent levels of delivery.
• Organise and manage crew for the fit‑out and strike of multiple venues being set up simultaneously.
• Lead the overlay delivery and installation of the guest lounges in hotels and in stadiums.
• Work collaboratively with the operations team to ensure all hospitality spaces are presented immaculately at all times.
• Manage the breakdown, removal and legacy for all overly spaces.

• Planning, preparation and management of all FB provision within the planned program itineraries across multiple venues.
• Develop event running schedules for all special events.
• Design and manage effective people‑flow systems at each venue.
• Review and understand all FB procedures for dealing with all possible circumstances, including additional guests, changes to table plans and schedule changes.
• Liaise with all relevant venue teams and manage on‑site quality control of all FB elements, ensuring guests receive a high level of service at all times.
• Liaise with operational teams to develop communications plans and procedures for advancing and hosting/staffing at each venue.
• Oversee set‑up of all FB Hospitality areas/functions with supporting host team.
• Build strong working relationships with the venue staff, including chefs to ensure a solid understanding of iLUKA’s requirements.
• First point of contact for Hospitality Teams for any FB related issues.
• Daily reconciliation of guest attendance at each venue.

• Fluent in English; other languages would be advantageous.
• Previous experience in large‑scale events.
• Overlay and production experience.
• FB and special event experience.
• Working experience of merchandise delivery.
• Good understanding of hospitality and guest relationship management.
• Excellent IT skills, confident using different platforms and devices.
• Project management experience.
• Strong communication skills, both written and verbal.

• High energy, comfortable working potentially long hours in a demanding but rewarding and friendly environment.
• Flexible, enthusiastic, confident, outgoing.
• Willing to roll sleeves up and get involved.
• Passionate about sport, hospitality and delivery.
• Able to work in a calm, kind and professional manner in a pressured environment.
• Ability to prioritise a demanding workload.

Seniority level:
Not Applicable.

Employment type:

Contract.

Job function:
Management and Manufacturing.

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