EURO2020 VIP Manager

The EURO2020 team in Copenhagen is looking for a candidate for a full-time VIP Manager. The position is a project position which runs from from April 17th 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 UEFA protocol. Furthermore, to ensure that the guests experience a seamless consistent journey throughout 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

Communication and cooperation

  • Report to the LOS Guest Services City Manager and liaise with the VIPS project team at UEFA in accordance with UEFA EURO 2020 requirements
  • Follow all change management communication procedures with the hotline, transport, airport and hotel teams and the VIPS project team at UEFA
  • Collaborate with Hospitality Projects on the VIP areas, training of staff as well as any coordination / protocol requirements for corporate guests
  • Coordinate briefings and meetings as required to ensure all relevant projects and stakeholders are aware of guest service operational requirements

VIPS workforce responsibilities

  • Lead of the training of Guest Hosts
  • Lead on the Role specific training of VIPS Venue volunteers
  • Support with the service excellence training rolled out to volunteers

Event-time responsibilities

  • Lead along-side the UEFA Guest Liaison Officer the onsite VIPS venue team and ensure excellent customer service is delivered at all touchpoints of the guests journey at the venue
  • Update and amend the VIPS team shift schedule ensuring policies are followed
  • Ensure adequate training of all Guest Hosts and volunteers
  • VIP ticket printing, fulfillment, VIP pass distribution, and last minute ticket collection operations are executed accurately and efficiently
  • Set-up the VIP Tribune "heart area"
  • Oversee all VIP access control points and VIP Welcome Zones, guaranteeing their functionality and troubleshooting when necessary
  • Support the LOS Guest Services City Manager on any logistic tasks required

Administration

  • Submit reporting and debriefs according to provided guidelines and deadlines
  • Complete statistic requirements on VIP operations and guest attendance according to deadlines
  • Attendance of centralised training is required

Profile of successful candidate

Must-have requirements

  • Full professional proficiency in English (both oral and written)
  • 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
  • Presentation skills and diplomacy
  • Ability to remain calm and perform under pressure
  • Excellent communication skills and diplomacy
  • Previous experience in training of volunteers/hostesses

Additional requirements

  • Communication proficiency in the local language of the city is benefit
  • 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. Your phone bill will be covered by UEFA during the assignment.

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

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