Guest Operations – FIFA World Cup 26™ (All Host Cities)

At FIFA26, our vision is to unite the world through the greatest sporting event of all time. The FIFA World Cup 26™ will mark the first time that the tournament will feature 48 teams and be hosted by three countries: Canada, Mexico and the USA. This new format will redefine excellence, generating unique opportunities for greater participation and engagement among fans and players across North America and all over the world. Now is your time to become a game changer and join the workforce that will plan and deliver this extraordinary and unforgettable experience.

FIFA World Cup 26 Skills Framework

ACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyze one’s behavior, while assuming consequences of one’s own actions and/or decisions and learning from one’s mistakes.

DECISION MAKING: Ability to identify and swiftly make decisions in critical situations, take initiative and calculated risks, explore alternative solutions, and respond promptly to unforeseen circumstances.

INCLUSIVITY: Achieve shared organizational objectives by sharing information with colleagues across all levels and divisions, tangibly influencing others, and maintaining a network of support contacts.

INITIATIVE:  Capacity to do things on one’s own initiative and to influence the course of events, assume responsibilities, and achieve objectives with a minimum of supervision and control.

INNOVATION: Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.

LEADERSHIP: Ability to lead one’s contacts/colleagues/partners, encourage teamwork, and delegate authority/decision-making power, as needed, to produce the expected results and make efficient use of the team’s skills and talents.

VISION: Ability to perceive the organization's global environmental impact, anticipate decision consequences, grasp organizational missions, and formulate strategic plans.

The Guest Operations & Protocol Functional Area is responsible for delivering world-class, end-to-end services for all FIFA World Cup 26™ guest groups across VIP/VVIP hotels, stadiums, lounges, leisure programs, guest relations desks, concierge environments, and centralized guest support channels. The main responsibilities include:

• Support the full delivery of Guest Operations and Protocol services across VIP/VVIP hotels, stadiums, lounges, FIFA Clubs, leisure programs, welcome desks, concierge environments, and all guest-facing touchpoints throughout the tournament.
• Coordinate end-to-end guest journeys—including arrivals, departures, hotel check-ins, venue access, match attendance, leisure activities, and special program participation—ensuring alignment with FIFA service standards, safety requirements, and operational procedures.
• Oversee or support the implementation of guest experience elements such as branding, décor, entertainment, dressing, hospitality look & feel, and lounge/FIFA Club readiness.
• Maintain accurate and up-to-date guest information across all systems, including profiles, itineraries, registrations, ticketing, seating, service levels, and operational requests.
• Handle guest inquiries across welcome desks, guest relations desks, concierge points, stadium operations, and centralized hotlines, ensuring timely, professional, and discreet resolution with appropriate escalation.
• Coordinate transport, ticketing, accommodation, and protocol requirements in partnership with internal functional areas to ensure seamless delivery for VIP/VVIP guests, National Team delegations, senior officials, council members, and other high-profile stakeholders.
• Support protocol and seating operations by implementing seating plans, managing ticket distribution and issue resolution, monitoring tribune allocations, maintaining suite inventories, and coordinating matchday access.
• Assist with guest movement planning, journey mapping, access control procedures, and operational readiness at stadiums, hotels, and special program venues.
• Maintain strong communication with all functional areas to anticipate operational changes, ensure alignment, and respond proactively to updates impacting guest services.
• Oversee daily operations at assigned venues through staff coordination, briefings, performance monitoring, shift planning, and supplier interaction.
• Ensure all guest areas—lounges, hotels, FIFA Club, leisure program locations, and protocol spaces—remain presentable, fully functional, and service-ready at all times.
• Provide operational reporting, incident documentation, daily summaries, guest logs, and insights to leadership.
• Support training, testing, and readiness activities to ensure personnel are equipped to deliver world-class hospitality and protocol services throughout the tournament.

Education & Qualifications

• Bachelor’s degree in Hospitality, Event Management, Sports Management, Business Administration, Communications, or a related field preferred.
• Certification or coursework in protocol, VIP services, hotel operations, customer service, or event logistics is an asset.
• Strong understanding of high-level guest management, luxury service standards, or protocol-driven environments is advantageous.
• Ability to work in fast-paced, high-pressure environments with shifting priorities during major events.
• Proven ability to work with confidential information and high-profile individuals with discretion and professionalism.

Work Experience

• Experience in hospitality, guest relations, hotel operations, VIP/VVIP service, concierge services, event operations, sports events, or similar customer-facing roles.
• Experience coordinating cross-functional operations and working with multiple stakeholders such as transport, accommodations, ticketing, security, and protocol teams.
• Background in large-scale events, hotel guest services, luxury environments, or sports tournaments is strongly preferred.
• Experience managing or supporting operational teams, front-of-house staff, or guest-facing workforce is beneficial.
• Demonstrated ability to troubleshoot, resolve issues quickly, and maintain composure in dynamic or high-pressure settings.
• Experience using guest management systems, registration platforms, ticketing systems, and operational dashboards is a plus.

Languages

• Fluent in English. Spanish and/or French proficiency is a strong advantage due to diverse guest groups and international protocol interactions.

Technology

• Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project), guest management platforms, event/ticketing systems, CRM or hospitality software, planning tools, and online collaboration platforms. 
• Comfortable learning new digital tools, systems, and dashboards essential for tournament-time operations.