Guest Experience Manager; DAL - FIFA World Cup

Overview

TKO Group Holdings, Inc. (NYSE: TKO) is a premium sports and entertainment company. TKO owns iconic properties including UFC, WWE, and P , reaching 1 billion households across 210 countries and territories with more than 500 live events annually. TKO also services and partners with major sports rights holders through IMG and On Location, leaders in sports marketing and premium experiential hospitality.

We are looking for a confident, calm, and highly organized Venue Guest Experience Manager to lead the delivery of the hospitality guest experience at an assigned FIFA World Cup 2026 stadium. Reporting to the Venue Manager, this role ensures hospitality guests feel welcomed, informed, and cared for throughout the matchday journey.

As the Guest Experience leader on-site for all hospitality areas, you will oversee front-line Guest Experience teams and coordinate with venue operations, hospitality operations, catering, security, and other key stakeholders to deliver a premium, consistent experience aligned with FIFA brand standards and On Location hospitality tiers. You will operate with strong judgment, proactive leadership, and a service-first mindset, particularly during peak moments and high-pressure situations.

You will be responsible for both entertainment and gifting programs of the guest journey, ensuring correct gifts arrive onsite, are securely stored, and distributed to storage facilities near or inside the hospitality lounges. You will organize the gift distribution process with the Gifting Supervisor and Guest Experience Lounge Leads, and, with the Entertainment Supervisor, ensure the entertainment program is delivered on time with all equipment installed and ready.

You will manage entrance and access control for all hospitality tiers and handle escalations and Guest Experience-related decisions at the venue level where required.

• Lead the end-to-end hospitality guest experience within the stadium, ensuring consistent service standards across lounges and premium areas
• Set the tone for hospitality service delivery through visible leadership and real-time coaching of front-line teams
• Own matchday readiness for guest-facing touchpoints including Welcome Desk operations, gifting stations, and entertainment
• Manage Guest Experience staff, ensuring correct staffing levels, positioning, and coverage across hospitality zones
• Deliver pre-match briefings and align teams on service priorities, risks, and operational updates
• Monitor performance during operations and provide immediate feedback to maintain consistency and guest confidence
• Address escalated guest issues promptly and discreetly using service recovery principles
• Coordinate with Catering/F&B teams to ensure guest-facing service quality and presentation meet premium expectations
• Collaborate with Security and Access Control teams to ensure professional guest-facing enforcement and safety
• Liaise with other venue stakeholders to resolve operational challenges impacting hospitality guests
• Track recurring guest issues, service risks, and gaps; provide structured feedback to Guest Experience leadership and venue stakeholders
• Participate in post-match debriefs and support continuous improvement across matches through learnings and corrective actions

• Minimum 7 years of experience in VIP hospitality across major sporting events
• Proven project management skills
• Strong operational mindset with the ability to prioritize and make decisions quickly while remaining professional and calm
• Experience working in a cross-functional environment
• Strong collaboration and communication abilities
• Fluent in English;
  Spanish and/or French are a strong asset
• Willingness to work a flexible schedule, including nights and weekends, and support venue readiness activities as required

• Experience with major sporting or international cultural events (FIFA tournaments, Olympic Games, Formula 1, NFL, etc.)
• Background in VIP hospitality, production, or brand activations (luxury hotels, airlines, or high-end events)
• Familiarity with access control environments and tiered hospitality guest categories

• Fixed Term Position
• Non-regular working hours
• Willingness to work on weekends
• Hybrid system

TKO is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws regarding non-discrimination in employment. TKO makes employment decisions based on merit and qualifications, without considering race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status, or any other basis prohibited by applicable laws. TKO also provides reasonable accommodations for qualified individuals with disabilities in accordance with the ADA and applicable state or local laws.

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