What You will Do
The Manager, Premium Guest Experience’s mission is to guarantee the smooth and consistent delivery of premium client/guest support from purchase through to post event, between the property he/she represents, and its clients and guests identified as Premium or VIP.
You will serve as the primary point of contact for high value/strategically important clients, ensuring their satisfaction, retention, and growth. This role involves delivering exceptional customer service and managing complex client accounts and expectations from purchase through to post event. The Premium Guest Experience Manager will build strong relationships and act as a trusted advisor, ensuring premium clients receive personalized support, event information and guidance to achieve their objectives.
You will also support the Premium Experience delivery of other Endeavor properties where required, both in advance with operational processes and workflows and client facing onsite at the event.
Key responsibilities will include:
Pre-Event/Games:
Management and follow-up of orders.
Ensure the effective consideration and recording of orders, and guarantee delivery to the customer.
Regularly report information related to sales to the wider team
Develop and maintain strong, long-term relationships with premium clients by understanding their unique needs and goals.
Build knowledge of the various products sold and guest/client programs and supervise the sale of new products and services.
Facilitate relations between the various service providers and internal departments to ensure the successful handover of sales.
Identify opportunities for account growth through cross-selling or upselling additional services or products. Assist clients in maximizing the value of the company’s products and services
Collaborate with sales teams to execute upsell initiatives tailored to individual clients.
Track and report on account performance, providing insights to clients and leadership.
Maintain the link between the sales team and the support functions for efficiency and effectiveness.
Manage daily relations with the organization's customers (calls, emails, meetings, etc.) and with various suppliers and internal services such as Program Management and Event Operations.
Work closely with the various departments of the company (purchasing, accounting, coordination, finance, sales, IT, etc.).
Ensure the proper transmission of administrative information relating to the sale and payment
Ensure compliance with quality and delivery standards, processes, and good practices, at all stages of the guest experience.
Manage invoicing, customer credit notes, refunds, unpaid bills, or disputes.
Provide regular updates and reports to management regarding account status, opportunities, and challenges.
Coordinate the actions of the various local teams in the companies located in different countries.
Participate in cross-functional projects in relation to other departments, to improve the company's products and services or to change the policy in terms of customer relations.
Work with other Endeavor Property Teams to support the Premium Experience both in advance and onsite at the event.
Onsite Event/Games:
Understand the operations of the In Venue/Off Venue Hospitality and Overnight Program for VIP guests and how they may impact the Premium guest experience and wider program operations
Understand the roles and responsibilities of the program management team and how they interact with the Premium Experience, ensuring management plans for large/key Premium programs are agreed and detailed.
Support the development and planning of the IVH/Other Guest Services Hospitality Desk ensuring creation of baseline guest management knowledge and content as well as overlaying the needs and scope of the Premium client.
Support the delivery of training for key IVH/OVH Guest Services Managers/venue staff ensuring key processes and comms channels are in place to manage onsite guest issues should they arise.
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/Stakeholder team so they can manage their guest experience and expectations before they arrive at the IVH/OVH. This could include areas such as access info, security updates, fulfilment issues etc.
Ensure knowledge of the various premium 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 all premium clients and guests on-site across all IVH/OVH venues
Ensure all IVH teams are trained and supported and understand the flow of communication and roles and responsibilities when supporting premium/guests and their wider experience.
Support the hospitality desk staff in servicing IVH guest requests and queries and oversee any escalation of issues to the HQ/HOC.
Onsite/Other - Where required support the onsite delivery plan and implementation of other Endeavor properties (FIFA26/WWE/UFC etc)
Other Duties & Responsibilities:
Create and deliver presentations and documentation in Microsoft office (PPT, Word, Excel, etc.)
Develop and implement specific event procedures and systems
Conduct and attend meetings as needed
Attend meetings and take notes to record updates and next steps
Manage timelines and deadlines related to assignments
Participate in brainstorm sessions; research, ideate and provide creative ideas
Manage assigned projects through companies’ project management system
Manage other administrative duties as needed
Must be adaptable with work and travel schedule and be available to travel for work which may include extended work hours during nights, weekends, and holidays.
This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job. Duties, obligations, and activities may change at any time with or without notice.
You Will Have:
● Bachelor's degree in hospitality, Sports Management, Marketing, Business or a related field, or equivalent experience preferred
● Minimum between 3 and 5 years in event management and production, brand activations or event planning teams
● You have experience in the management and production of events in stadiums and temporary structures
● Experience in large-scale events in France is a plus, especially among professionals in the sector
● Proficiency English is required. Other languages encouraged
● Experience in Microsoft office (PPT, Word, Excel, etc.…) required
● Comfortable working with multiple technology and software platforms, including but not limited to Office 365 platform, Sales forces and other digital collaboration and order management systems
● Excellent time management, organizational skills
● You can handle multiple tasks simultaneously and you know how to handle pressure
● Strong communication, interpersonal, negotiation and conflict resolution skills
● Self-motivated, resourceful, and directed, requiring minimal supervision
● Punctuality, professional ethics, commitment, motivation, and energy characterize you.
We would Love If You Also Had These:
End-to-end understanding of the Olympic environment or other major sporting events, venue management, hospitality programs and relating processes.
Other language skills
A genuine passion for delivering exceptional customer service and experiences
Ability to understand the principles of effective customer relationship management.
Proven ability to lead, motivate and inspire a team.
Meticulous attention to detail and able to manage your priorities in line with the business needs.
Excellent decision making and judgement
Working Conditions:
Remote | On Location