Guest Relations & Ticketing 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 main goal of the Guest Relations & Ticketing Assistant is to provide support to the Guest Relations & Ticketing team in the planning and implementation of VIP invitation and ticketing processes for specific UEFA events. The Guest Relations & Ticketing Assistant must be a tech-savvy, highly service-minded professional. They will assist in the set-up of various ICT platforms, monitoring invitation processes, controlling data input and service bookings, and making sure procedures are followed to guarantee the best possible experience for UEFA’s VIP guests.

Purpose:

- Assisting with the management of UEFA’s operational database (FAME) and supporting VIP administration for UEFA events
- Ensuring all potential guest queries are addressed in the invitation management process
- Assisting in planning the general invitation management process
- Setting up and overseeing all invitations for specific events, including monitoring quotas
- Liaising with the event leads to ensure the invitation management process and ticketing operations are in line with the overall guest experience as defined for the event
- Liaising with the event lead to ensure VIP ticketing requirements are met, and reporting any open points or points of concern
- Ensuring sufficient knowledge of specific events to answer any questions pertaining to the guest experience
- Ensuring the services provided by the accommodation and transport teams corresponds to the guest data collected
- Assessing, recording and communicating information on quotas and statistics when required
- Acting as a key contact for UEFA target groups and their guest relations coordinators (GRCs) in relation to invitation, ticket management and operating system data entry
- Preparing all event admin documentation
- Preparing and helping deliver training for GRCs and information sessions for other internal and external stakeholders, including the production of relevant documentation
- Managing day-to-day FAME maintenance and checking data relating to guest services
- Supporting GRCs with their use of FAME and sharing best practices
- Troubleshooting and answering questions related to the guest experience
- Setting up VIP stands in FAME and defining target group splits
- Managing the safe distribution of tickets and access devices at UEFA events
- Ensuring change management processes are followed and supporting GRCs in this respect when required
- Assisting with the development and implementation of all ICT platforms
- Keeping up-to-date on technological solutions used in the event and ticketing industries
- Being a creative force on the use of technology to enhance the VIP guest experience at UEFA events
- Preparing post-event statistics
- Supporting the VIP event lead with logistics, when required
- Taking on support roles at events, as required

Requirements:

Experience required:
- from 1 to 3 years / working at a travel agency or in a guest relations role in event/hospitality management
- less than 1 year / working with ticketing operations or CRM systems

Education:
- College In hospitality or event management

Languages:
- English / Proficient

Additional requirements:
- CRM / Intermediate
- MS Excel / Advanced
- MS PowerPoint / Intermediate
- Service-minded and solutions-oriented attitude
- Experience working in ticketing would be a plus but is not mandatory
- Any other language would be a plus but is not mandatory
- Considerable travel to events is required
- Proactive mindset, to anticipate and act

One-year contract with the possibility of a three-year extension.