Guest Relations & Ticketing Coordinator

Job content

Job information:

Division / Unit: Operations / Events
Contract type: Fixed Term
Start date: 01.01.2022
End date: 31.10.2022
Location: Nyon

Profile:

The main goal of the Guest Relations & Ticketing Coordinator is to assist the Guest Relations & Protocol Manager in the planning and implementation of the VIP ticketing strategy for specific UEFA events. The Guest Relations & Ticketing Coordinator must combine a strong knowledge of various ticketing solutions with a drive to provide excellent service. They will be responsible for the set-up of various ICT platforms, overseeing invitation processes, controlling data entry by internal and external stakeholders, and defining processes that will enhance the VIP guest experience.

Purpose:

- Assisting with the management of the 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 correspond 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
- Working on ticketing concepts for events and evaluating current processes
- Anticipating and applying changes and new ideas to improve existing guest relations and ticketing processes and procedures
- Working with the Guest Relations & Protocol Manager to define new technology and process workflows to enhance the guest experience and make operations more efficient overall
- Supporting VIP event leads with logistics when required
- Taking on support roles at events as required

Requirements:

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

Education:
- Bachelor’s In hospitality management/event management

Languages:
- English / Proficient

Additional requirements:
- CRM / Intermediate
- MS Excel / Advanced
- MS PowerPoint / Intermediate
- Service-minded and solutions-oriented attitude
- 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.