Guest Services & Protocol Manager

Location Nyon, Suisse
Publié le 06/08/2018
Date limite 28/08/2018
Secteur Fédérations et Comités sportifs
Fonction Evènementiel et Opérations
Contrat CDI
Horaire Temps Plein
Salaire Compétitif

Job Description

Job information:

Division / Unit: Operations / Events & Finals
Contract type: Fixed Term
Start date: 01.10.2018
End date: 31.08.2020
Location: Nyon


The Guest Services and Protocol Manager develops and implements strategies, tools and operational plans for protocol operations during UEFA EURO 2020 and coordinates arrangements and contacts with all external stakeholders and guest groups. He or she also coordinates operations for a selection of events in accordance with defined standards and procedures.


General duties:

  • Drafting detailed reports for the line manager;
  • Conducting debriefings and compiling statistics;
  • Supporting the guest services teams at other events in various on-site roles;
  • Ensuring service excellence in planning and operations.

EURO 2020 protocol

  • Developing and applying the EURO 2020 protocol strategy;
  • Using a third-party platform tool and invitation management process for external target groups;
  • Developing and applying a communication policy;
  • Collating data and coordinating internal VIP reporting systems to ensure all relevant persons are kept up to date;
  • Handling logistics and coordinating government site visits and presentations;
  • Drafting communication and support documents for meetings, workshops and presentations;
  • Liaising with the 12 local organising structures on protocol issues;
  • Liaising with relevant embassies on protocol and invitation-management issues;
  • Training and managing the guest services and protocol team for the tournament.

EURO 2020 tournament role

  • Managing the central coordination of all external target groups;
  • Ensuring that the guest services team follows up with the various external guest groups to compile guests lists and make protocol arrangements for each match;
  • Communicating with the VIP administration team on all changes to external guest groups;
  • Ensuring that the venue managers in the 12 host cities receive the necessary information about their protocol guests at each match;
  • Troubleshooting.

Guest services event coordination

  • Planning and coordinating specific assigned events in accordance with the project outline and levels of service;
  • Overseeing guest management operations for the assigned event along the timeline;
  • Planning and coordinating operations with other services;
  • Ensuring requirements are met for other teams according to agreed timelines;
  • Planning guest services logistics and event administration;
  • Drafting accurate and timely progress reports for the line manager;
  • Attending site visits and reporting back to the line manager;
  • Preparing event briefings and documentation;
  • Developing event staffing plans;
  • Liaising closely with the VIP administration and ticketing teams;
  • Preparing training and briefings for volunteers and attendants;
  • Ensuring guest management is conducted in accordance with the guest service philosophy;
  • Ensuring on-site operations run smoothly;
  • Troubleshooting.


Experience required:

  • from 1 to 3 years / in guest management operations and guest services in the event industry or large-scale guest servicing operations.
  • from 4 to 6 years / in (sports) event organisation
  • from 1 to 3 years / in guest management systems / CRMs


  • Bachelor's Hotel management or hospitality
  • Other Customer service training


  •  English / Proficient
  • French / Advanced
  • German / Advanced

Additional requirements:

  • MS Excel / Proficient
  • MS PowerPoint / Proficient
  • Project Management / Intermediate
  • Any additional languages would be an asset
  • Accurate and meticulous
  • Excellent communication skills
  • Diplomatic
  • Flexible and able to adapt
  • Prepared to innovate
  • Proactive
  • Compliance with the guest management team work ethic and etiquette
  • Able to work under pressure
  • -Available to travel


L'Union des Associations Européennes de Football (UEFA) a été fondée en 1954, à Bâle, en Suisse.