Project mission

The mission of the Guest Management & Protocol (VIPS) project is to plan and professionally execute guest service operations as well as manage all protocol matters according to the UEFA protocol. The mission of the EURO 2020™ VIP Program is to ensure that UEFA VIP guests experience a seamless consistent journey through the tournament, no matter their assigned level of service, where they receive a professional, informative and client focused service and feel welcomed in all key locations

Key responsibilities

Training of onsite staff

• Preparing the documentation used for the training of volunteers;
• Leading the Role specific training of volunteers;
• Monitoring the delivery of service excellence training to volunteers and hostesses;
• Running the onsite guest management table tops and simulations with key projects.

Event-time responsibilities

Guest Management related tasks

• Coordinating guest services operations in the host city;
• Leading the guest services team onsite at the HQ hotel;
• Coordinating all guest service operations linked to airport and railway station operations;
• Acting as a key contact for any guest management issues in the city;
• Dealing with guest issues and queries in person and via phone;
• Tracking changes and requests and informing the guest service hotline accordingly;
• Informing the VIPS team in Nyon and/or hotline about cancellations, no shows & unannounced arrivals;
• Staffing the welcome desk at the HQ hotel;
• Downloading and preparing daily lists from FAME (EURO 2020 online Football Administration Management Environment);
• Updating and managing staff and volunteer shift scheduling according to expected daily arrivals and departures as well as match day movements;
• Monitoring arrivals and departures;
• Implementing guest communication strategy onsite;
• Planning daily information for distribution to guests;
• Holding daily briefings with the hotel team and event transport team;
• Coordinating with tournament airport staff;
• Liaising daily with the VIPS venue operations team;
• Planning and supporting ticket distribution;
• Planning and supporting match day transfers to and from the venue;
• Escalating relevant issues to the TCC.

Accommodation related tasks

• Setting up working spaces and welcome desk in the hotel;
• Coordinating deliveries (signage, IT) and overseeing the set-up;
• Monitoring hotel operations (F&B lunches, coffee breaks, meetings etc. if applicable);
• Checking meeting facilities such as working stations, F&B, signage, stationary and equipment (paper in printer and fax, pencils, etc.) if applicable;
• Checking bedroom facilities before arrival for certain guests if required;
• Checking arrival and departure lists for the following day and highlighting early check-ins and late check-outs;
• Double-checking the hotel rooming list and making sure information provided by the TCC Accommodation team to the hotel is correct;
• Informing the Accommodation Manager immediately in case of any mismatch with the FAME rooming list due to last-minute changes onsite;
• Dealing with any unforeseen problems and open issues regarding accommodation at the hotel;
• Controlling costs on site: checking and signing hotel bills that will then be put on the master invoice of the hotel;
• Escalating relevant issues to the Accommodation Manager.

Administration

• Submitting reports and debriefs according to provided guidelines and deadlines;
• Completing statistic requirements on VIP operations and guest attendance according to deadlines;
• Ensuring logistics item list is always up-to-date. 

Profile of successful candidate

Must-have requirements

• Full professional proficiency in English (both oral and written);
• Communication proficiency in the local language of the city;
• Experience in guest management operations and customer service;
• Experience in a supervisory position working with guest service staff;
• Advanced in excel and very comfortable with ICT systems;
• Ability to remain calm and perform under pressure;
• Excellent communication skills and diplomacy.

Additional requirements

• Previous protocol experience is a plus.

Job Location: Bucharest

Full-Time Job from 20 April ---> 03 July 2020