Manager, In-venue Guest Services

il y a 4 semaines

Paris, France On Location Temps plein

Who We Are:
On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.

Endeavor is a global sports and entertainment company, home to many of the world’s most dynamic and engaging storytellers, brands, live events, and experiences. The Endeavor network specializes in talent representation through entertainment agency WME; sports operations and advisory, event management, media production and distribution, and brand licensing through IMG; live event experiences and hospitality through On Location; full-service marketing through global cultural marketing agency 160over90; and sports data and technology through IMG ARENA and OpenBet. Endeavor is also the majority owner of TKO Group Holdings (NYSE: TKO), a premium sports and entertainment company comprising UFC and WWE.

What You’ll Do

The role of the Manager, In Venue Guest Services (VIP) & Operations is to act as the central point of contact and liaison for 3 main teams: Event Production, Guest Services and Guest Communications & Program Management (including Stakeholders (STK), Custom (CG), Off the Shelf (OTS) Travel programs).

The focus of this role will be on clear and effective communication to and from these teams, in particular the Program Management team, to highlight any venue operations that may affect the VIP guest experience as well as understand any special requests and services required in advance.

This will require partnering with Program Management teams (STK, Custom Groups, Custom Individual, Tailored, 5* travel with IVH) and Guest Communications, to Creating and managing the flow of communication processes, both pre games and onsite to ensure the best possible guest experience.

Responsibilities will include:
Pre Games
- Understand the operations of the In Venue Hospitality for VIP guests and how they may impact the guest experience and wider program operations
- Understand the roles and responsibilities of the program management/guest comms function and how they interact with IVH Operations ensuring management plans for large/key VIP programs are agreed and detailed.
- Build knowledge of the various products sold and guest/client programs that include an IVH offering e.g. travel products that have In-Venue Hospitality included in their packages.
- Liaise with other functional areas involved in In-Venue Hospitality (e.g. Food & Beverage, Entertainment, etc.) to gather any additional information and communicate to Program Management & Guest Communications as needed.
- Liaise with the Guest Communications team to share any information that needs to be communicated with guests regarding Private Box, On the Finish Line, Golden Garden, Gold, Silver and Bronze In-Venue Hospitality products per venue and In-The-City Hospitality products
- Support Operational Comms and Guest Services teams in managing the Q&A tracker for questions related to In-Venue Hospitality packages.
- Support Guest Communications Team in developing the Guest Communications strategy for changes and crises that may affect In-Venue and In-the-City Hospitality.
- Develop & deliver training of all IVH Guest Managers/venue staff so program management guests are identified and any client/guest requests, changes and any special requirements received from the Program Management team are actioned efficiently and effectively.

Onsite
- Work with the Event Production team to identify any in-venue operational changes that may impact the client and guest programs and update Program Management so they can manage their guest experience and expectations before they arrive at the IVH. This could include areas such as access info, security updates, fulfilment issues etc.
- Ensure knowledge of the various program managed guest programs attending on a daily basis and their wider itineraries with a plan to manage their arrival at the venue/IVH to ensure a smooth arrival and transfer to the IVH.
- Liaise with Program Management Teams to support clients and guests on-site across all IVH/OVH venues (questions/queries around their overall program)
- Ensure all IVH teams are trained and supported and understand the flow of communication and roles and responsibilities when supporting guests and their wider experience.
- Liaise with Guest Communications for changes and crisis communica

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