Hospitality Operations & Infrastructure Regional Manager

Hospitality Operations & Infrastructure Regional Manager

Application Deadline:
12 January 2025

Department:
Ticketing, Hospitality & Stadium Revenue

Employment Type:
Fixed Term - Full Time

Location:
Toronto

Description

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.

Sitting within the Ticketing & Hospitality Department, Hospitality (along with Ticketing) aims to deliver the most engaging, innovative, and accessible FIFA World Cup experience for all athletes, fans, partners, and the community.

Reporting organisationally to the Executive Director, Commercial Operations (FWC26 CAN), the Hospitality Operations & Infrastructure Regional Manager will be a key member of the FIFA World Cup 2026 Hospitality Team and work in close collaboration with the host country's Commercial Operations Team.
This role will be responsible for the supervision of the implementation of all stadium Hospitality infrastructure requirements and technical operations for the two Canadian Host Cities of Toronto and Vancouver and will work closely with the official hospitality provider and FIFA's stadium infrastructure teams to ensure contractual and requirements compliance.

THE POSITION

The main responsibilities and oversights of the Hospitality Operations & Infrastructure Regional Manager for the FIFA World Cup 26 include:

• The implementation and successful delivery of the operations for the FIFA Hospitality programme, in Toronto and Vancouver.
• Implement hospitality operational plans and strategies to enhance the overall guest experience and satisfaction.
• Manage communications with Stadium Operational teams.
• Guarantee Hospitality Operations Servicing to FIFA's Official Hospitality Partner and FIFA's Affiliates managing their requirements and requests in the Canada Venues and ensuring contractual compliance from all parties.
• Actively monitor stadium operational readiness and service level delivery, producing regular status reports.
• Manage cross-divisional communication and service level agreements for the implementation of hospitality operational requirements and services with service-providing FAs, ensuring deliveries to the highest standards and in respect to contractual obligations.
• Coordinates and prioritizes hospitality issue management, keeping updated issue logs.
• Work in close collaboration with the Hospitality Infrastructure team to ensure operational and infrastructure readiness and documentation alignment.
• Manage cross divisional operations communications, ensuring Hospitality related information that is critical for other FAs to deliver services to FIFA Hospitality.
• Responsible for keeping project management tools updated and ensuring timelines and milestones are aligned between FIFA, the stadiums and the Official Hospitality Partner.
• Responsible for hospitality flow data, designing guest flows and validating all hospitality product & seat allocation plans from the official Hospitality partner in close collaboration with FIFA ticketing and the FIFA Hospitality Stakeholder services team.
• Supports the Official Hospitality Partner to obtain the necessary permits and approvals in relation to stadium hospitality operations in accordance with local legislations.
• Responsible for the creation and maintenance of SOPs (Stadium Operations Plans) for Hospitality Operations across all Canada venues of the tournament.
• Supports the creation and revision of all Operations Policies & Procedures processes and documents as applicable to Canada stadiums.
• Coordinates the Hospitality dressing & signage requirements and deliverables with the local dressing & signage team and the Official Hospitality Partner.
• Monitors and supports the local activities of the Official Hospitality Partner, Commercial Affiliates, and their suppliers.
• Coordinates handover/handback procedures of Hospitality facilities from the Stadiums to the Official Hospitality Partner, in close collaboration with the Stadium Infrastructure and Venue Management Teams.
• Supports the Hospitality Stakeholder Services team in the management of services and operations to service FIFA's Affiliates in their stadium activations.
• Ensures appropriate hospitality logistic routes and operations, with special attention to catering logistics.
• Prepares debriefs & reports following the completion of the tournament, conducts handback procedures.

Education & Qualifications

• Bachelor's Degree or similar level of education in Architecture, Engineering, Event Management, Project Management, etc.

Work Experience

• Minimum of 5 years of work experience in stadium hospitality or venue management managing several venues simultaneously, preferably for major sports or entertainment events.
• Proven experience with event ticketing, dressing and signage and security operations.
• Proven experience managing multiple service providers, particularly for Cleaning and Waste services, Security Services, Access control Services, Accreditation, etc.
• Strong communication and interpersonal skills.
• Solid and proven knowledge of stadium catering operations.
• Strong customer-service attitude, even when under pressure.
• Ability to work independently and in a team across simultaneous work streams.
• Exquisite organizational skills.
• Ability to lead, manage, and motivate a team of hospitality volunteers.

Languages

• Fluent in English.
  French proficiency is an asset.

Technology

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

FIFA26 is a proud equal opportunity employer that is committed to diversity, equity, and inclusion and prohibits discrimination of any kind on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.