EURO 2020 Guest Services Training Coordinator

UEFA
 
Location Nyon, Suisse
Publié le 24/01/2019
Date limite 19/02/2019
Secteur Fédérations et Comités sportifs
Fonction Evènementiel et Opérations
Contrat CDI
Horaire Temps Plein
Salaire Compétitif
 

Job Description

Job information:

Division / Unit: Operations / Events
Contract type: Fixed Term
Start date: 01.06.2019
End date: 31.07.2020
Location: Nyon

Profile:

In 2020, the UEFA EURO will celebrate its 60th anniversary. To celebrate this milestone, the tournament will be played across 12 different European cities - bringing the EURO closer to the fans and celebrating the best of European football and culture. To make this all possible, we need fantastic, dedicated people in every area.

The Guest Services Training Coordinator is in charge of developing, coordinating and running the Guest Management & Protocol team training programmes. This involves not only the operational procedures and service excellence in the Guest Management & Protocol project but also all other projects that impact the guest experience at airports, hotels and venues.

Purpose:

Planning and pre-tournament
- Developing training content in liaison with VIP subprojects (protocol, operations and VIP ticketing)
- Preparing and implementing tabletop exercises and simulations for guest service areas;
- Preparing generic guest host and volunteer training documents;
- Developing and delivering customer service training;
- Developing training templates;
- Planning and running centralised training for the Guest Management & Protocol team;
- Support the Guest Management & Protocol team on all training-related topics;
- Liaising and coordinating with projects on requirements from and of the Guest Management & Protocol team;
- Drafting presentations on guest management operations, team and processes for other projects' training needs;
- Coordinating logistics for all VIP team training requirements and workshops;
- Ensuring all training documents are clear and meet standards;
- Preparing standard operating procedure for briefing documents for use on-site and at individual events;
- Supporting the team by updating operational checklists;
- Coordinating team logistics;
- Providing support for other events as required.

Tournament time
- On-site role depending on project requirements


Requirements:

Experience required:
- from 1 to 3 years / experience in guest management
- from 1 to 3 years / experience in event management training
- less than 1 year / experience in customer service training

Education:
- Other Training
- Other Customer service

Languages:
- English /

Additional requirements:
- MS PowerPoint /
- Project Management /
- Guest management attitude and approach
- Any additional language skills would be an asset
- Excellent organisational skills
- Flexible and able to adapt
- Proactive
- Able to work under pressure
- Available to travel
- Complies with guest management team work ethic and etiquette
- Accurate and meticulous
- Excellent communication skills
- The desire to exceed stakeholder expectation
- Knowledge of the areas involved
- Team spirit and commitment
- Ready to go the extra mile

UEFA

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