Guest Relations Assistant

Job content

Job information:

Division / Unit: Operations / Events
Contract type: Fixed Term
Start date: 01.01.2022
End date: 31.01.2023
Location: Nyon

Profile:

The Guest Relations Assistant is responsible for maintaining the good relationship between UEFA and its VIP guests by managing guest invitations to UEFA events and acting as the key point of contact for specific internal divisions, guests and operational teams. The role also involves providing guests with best-in-class support to register for UEFA events, ensuring that all services are booked according to the appropriate service levels and that the data sent to service providers is accurate. In addition, the Guest Relations Assistant provides administrative and logistical support to the Guest Management & Protocol team and helps them with event preparation tasks.

Purpose:

- Manage UEFA VIP guest groups and constantly work towards service excellence
- Compile guest lists based on information provided by the relevant UEFA divisions and according to quota available
- Understand guest service levels and stakeholders structure to handle requests and handle service bookings accordingly
- Maintain and nurture the relationship between UEFA and its key stakeholders
- Act as a key actor in the implementation of the VIP guests’ journey at UEFA events by anticipating the guest groups’ needs and providing the relevant information at each guest touchpoint
- Send out invitations through UEFA’s invitation management system (FAME), and assist guests during their registration when necessary
- Be responsible for the whole invitation management process for selected VIP guests, ensure the information provided to guests is complete and accurate, and collect responses in a timely manner
- Ensure target group owners are constantly up-to-date regarding the invitation status of their VIP guests
- Report the relevant statistics on invitations to the event lead and VIP ticketing lead, when required
- Liaise with target group owners regarding special arrangements for VIP guests, in accordance with the defined service levels
- Collect data on individual guests
- Provide confirmations to guests with regard to registrations and service bookings
- Check and validate data to ensure that it is accurate
- Coordinate with service providers such as event transport and accommodation providers to understand the full scope of operations implemented at events
- Stay up to date on guest-related services and operational aspects of events and keeping the relevant UEFA divisions informed
- Manage last-minute changes and requests
- Follow up on no-shows
- Follow up with guests after events
- Provide support and to the Guest Relations Coordinator, when required
- Support UEFA’s event planning team with administrative tasks
- Support on-site operations, when required
- Assist with guest management projects, when required
- Provide support to Guest Relations & Protocol Manager as well as the overall Project lead as required
- Assist on VIPS projects that deal with the overall delivery of the guest experience


Requirements:

Experience required:
- from 1 to 3 years / experience in guest relations / travel agency dealing and managing guests and customers
- less than 1 year / experience working with CRM systems

Education:
- College In hospitality / event management

Languages:
- English / Proficient

Additional requirements:
- CRM / Intermediate
- MS Excel / Advanced
- MS PowerPoint / Intermediate
- MS Word / Intermediate
- Guest service and solution oriented attitude
- Considerable travel to events may be required
- Proactive thinking & action
- Team player
- German is a plus but not mandatory
- Any other language is a plus but not mandatory

Possibility for the role to be extended beyond a year’s contract.