EURO2020 Guest Services City Manager

The EURO2020 project team in Copenhagen is looking for a Guest Services City Manager. The position is full-time and runs from from April 20th 2020 - July 3rd 2020
Project mission

The mission of the Guest Management & Protocol (VIPS) project is to plan and professionally execute guest service operations as well as manage all protocol matters according to the UEFA protocol. The mission of the EURO 2020™ VIP Programme is to ensure that UEFA VIP guests experience a seamless consistent journey through the tournament, no matter their assigned level of service, where they receive a professional, informative and client focused service and feel welcomed in all key locations.

Key responsibilities

Training of onsite staff

  • Preparing the documentation used for the training of volunteers;
  • Leading the Role specific training of volunteers;
  • Monitoring the delivery of service excellence training to volunteers and hostesses;
  • Running the onsite guest management table tops and simulations with key projects.

Event-time responsibilities

Guest Management related tasks

  • Coordinating guest services operations in the host city;
  • Leading the guest services team onsite at the HQ hotel;
  • Coordinating all guest service operations linked to airport and railway station operations;
  • Acting as a key contact for any guest management issues in the city;
  • Updating and managing staff and volunteer shift scheduling according to expected daily arrivals and departures as well as match day movements;
  • Implementing guest communication strategy onsite;
  • Planning daily information for distribution to guests;
  • Holding daily briefings with the hotel team and event transport team;
  • Coordinating with tournament airport staff;

Accommodation related tasks

  • Coordinating deliveries (signage, IT) and overseeing the set-up;
  • Monitoring hotel operations (F&B lunches, coffee breaks, meetings etc. if applicable);
  • Checking bedroom facilities before arrival for certain guests if required;
  • Checking arrival and departure lists for the following day and highlighting early check-ins and late check-outs;
  • Dealing with any unforeseen problems and open issues regarding accommodation at the hotel;
  • Controlling costs on site: checking and signing hotel bills that will then be put on the master invoice of the hotel;

Administration

  • Submitting reports and debriefs according to provided guidelines and deadlines;
  • Completing statistic requirements on VIP operations and guest attendance according to deadlines;
  • Ensuring logistics item list is always up-to-date.
Profile of successful candidate

Must-have requirements

  • Full professional proficiency in English (both oral and written);
  • Communication proficiency in Danish;
  • Experience in guest management operations and customer service;
  • Experience in a supervisory position working with guest service staff;
  • Advanced in excel and very comfortable with ICT systems;
  • Ability to remain calm and perform under pressure;
  • Excellent communication skills and diplomacy.

Additional requirements

  • Previous protocol experience is a plus.

You will become part of a dedicated team located in Parken in Copenhagen. 

You will be asked to bring your own device, i.e. laptop. 

Arbejdssted: Parken, Østerbro
Ansøgningsfrist: 15-01-2020
Kontaktpersoner: Nick Madsen, Venue Operations,
E-mail: E-mail
Telefonnummer: 2681 3504
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