Guest Experience Manager Global Sporting Event

The Guest Experience Manager is responsible for managing the overall delivery of all programme elements relating to the Guest Experience. They are responsible for the presentation, development and management of creative F&B, hotel and venue overlay, leisure and merchandise. Collectively the role focuses on bringing the guest brand experience to life and unifying guest experiences across all experiential touch points.

This is a contract role starting in June and ending in July 2026. You will be working on a global sporting event taking place in the summer in the US.

Key Responsibilities:

General

• 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 F&B, 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 clients 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

Overlay & Production

• Plan and manage all elements of overlay project delivery including space, brand overlay, entertainment and F&B design, production and purchasing, build/fit-out planning and decommissioning

• Organise build schedule and onsite fit-out delivery at multiple sites within hotels and other venue

• 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 setup 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

F&B and Special Events

• Planning, preparation and management of all of F&B 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 F&B 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 F&B 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 F&B 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 F&B related issues

• Daily reconciliation of guest attendance at each venue

This is not an exhaustive list and all team members will be expected to contribute to any other aspects of the business, as necessary.

Skills, Knowledge, Expertise

• Fluent in English. Other languages would be advantageous

• Previous experience in large scale events

• Overlay and production experience

• F&B 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

Attributes

• 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