Guest Relations & Protocol – 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.

These evergreen roles support FIFA World Cup 26™ Guest Relations, Protocol, and Seating operations across official Host Cities in the United States, Mexico, and Canada.

Final assignments will be determined based on operational needs, candidate availability, and tournament requirements.

Guest Hotline Coordinator - Role Overview
Reporting to the Guest Relations Manager, the Guest Hotline Coordinator supports centralized guest services by managing the FIFA guest support hotline and ensuring timely, accurate, and professional assistance across all guest groups.
Key Responsibilities

• Manage and operate the central guest support hotline
• Log, track, and escalate guest inquiries and requests in coordination with service owners (travel, transport, accommodation, etc.
• Support implementation of hotline procedures, service standards, and communication protocols
• Ensure VIP/VVIP interactions are handled with discretion and professionalism
• Perform additional duties as assigned

Guest Liaison Agent (Football Concierge) - Role Overview
Reporting to the Guest Liaison Lead, the Guest Liaison Agent delivers tailored, high-touch services to FIFA Senior Officials and Council members, working closely with Guest Relations, Protocol, and venue teams.
Key Responsibilities

• Maintain daily reporting for VVIP/VIP transport and match attendance
• Manage guest profiles, itineraries, and registrations in IFES
• Build trusted relationships with FIFA Council members and entourages
• Coordinate gifts, uniforms, and match-day movements
• Support seating arrangements in collaboration with Protocol Officers
• Maintain continuous cross-functional communication

Guest Relations Coordinator - Role Overview
Reporting to the Guest Relations Lead, the Guest Relations Coordinator maintains a strategic overview of guest services delivery and supports integrated event services for FIFA guest groups.
Key Responsibilities

• Coordinate guest invitation concepts and guest lists with stakeholders
• Maintain guest data in IFES (profiles, travel, accommodation, tickets)
• Support ticketing and guest request management processes
• Coordinate use of guest IT tools and applications
• Ensure consistent service quality across all guest touchpoints
• Prepare progress reports and support continuous improvement

Protocol & Seating Lead Support (Central) - Role Overview
Reporting to the Protocol & Seating Leads, this centrally based role supports protocol and seating operations across matches and regions.
Key Responsibilities

• Support VVIP/VIP seating changes and updates in BSMManage executive suite inventory
• Monitor guest and ticket volumes per match
• Coordinate closely with Ticketing, Hospitality, and venue Protocol Officers
• Support reporting, guest lists, and ad-hoc operational needs

Seating & Ticketing Coordinator (Venue-Based) - Role Overview
Reporting to the Protocol Officer, this role supports on-site VVIP/VIP seating, ticketing, and protocol delivery at the stadium.
Key Responsibilities

• Coordinate VVIP/VIP seating and ticket resolution on match days
• Support Protocol Officers with seating, ticketing, and name tags
• Manage VIP wristbands and on-site ticket distribution
• Coordinate guest journey plans and transportation needs
• Ensure exceptional service delivery in all VIP/VVIP areas

Seating & Ticketing Support (Central / Regional) - Role Overview
Reporting to the Regional Seating Manager, this centrally based role supports VVIP/VIP seating and ticketing operations across assigned regions.
Key Responsibilities

• Support regional seating and ticketing delivery
• Manage ticket distribution and issue resolution
• Maintain BSM data and reporting
• Monitor guest volumes and match allocations
• Coordinate with Protocol Officers and functional teams

Team Protocol Liaison Officer - Role Overview
Reporting to the Team Protocol Liaison Lead, this role serves as the primary point of contact for participating teams’ protocol representatives, ensuring a seamless guest experience throughout the tournament.
Key Responsibilities

• Act as the central liaison for team guest-related matters
• Maintain daily communication with team protocol contacts
• Anticipate and resolve guest issues proactively
• Update ticketing and guest management systems
• Coordinate additional ticket and parking requests
• Collaborate with Team Services, Transport, Accommodation, Ticketing, and Protocol teams

VVIP Seating Manager (Central / Regional)Role Overview 
Reporting to the Protocol & Seating Lead, the VVIP Seating Manager oversees seating and protocol operations across assigned regions. This is a centrally based role.

Key Responsibilities

• Lead VVIP/VIP seating and protocol delivery across matches
• Act as escalation point for complex or sensitive issues
• Manage seating and ticketing in BSM
• Prepare guest lists and seating plans for approval
• Maintain continuous coordination with venue Protocol Officers and functional areas

Locations : Assignments span multiple Host Cities. Not all roles are required in every location.

United States: Atlanta, Georgia · Boston, Massachusetts · Dallas, Texas · Houston, Texas · Kansas City, Missouri · Los Angeles, California · Miami, Florida · New York / New Jersey Area · Philadelphia, Pennsylvania · San Francisco, California · Seattle, Washington

Mexico: Guadalajara, Jalisco · Mexico City · Monterrey, Nuevo León

Canada: Toronto, Ontario · Vancouver, British Columbia

Education & Qualifications

• Bachelor’s or Master’s degree in Management, Sport Management, Business, Hospitality, Marketing, or Communications
• Willingness to work non-standard hours, including nights and across time zones
  
  

Work Experience 

Manager

• 5+ years in hospitality, guest operations, or event management
• Experience managing end-to-end VIP/VVIP hospitality programs

Specialist

• 3+ years in guest operations, hospitality, or event delivery
• Experience supporting large-scale or international events

Coordinator

• 1+ year in guest services, hospitality, or event operations
• Familiarity with guest management tools and service workflows

Languages

• Fluent in English. Spanish and/or French proficiency is a plus

Technology

• Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and planning software and online collaboration tools