Guest Relations – FIFA World Cup | Miami

Position: Guest Relations – FIFA World Cup 26 | Miami

Guest Relations – FIFA World Cup 26™ | Miami

Department: Tournament and Venue Operations

Employment Type: Fixed Term Contract

Location: Miami

Description

At FIFA
26, our vision is to unite the world through the greatest sporting event of all time. The FIFA World Cup 26™ will mark the first time that the tournament will feature 48 teams and be hosted by three countries:
Canada, Mexico and the USA. This new format will redefine excellence, generating unique opportunities for greater participation and engagement among fans and players across North America and all over the world. Now is your time to become a game changer and join the workforce that will plan and deliver this extraordinary and unforgettable experience.

FIFA World Cup 26 Skills Framework

• ACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyze one’s behavior, while assuming consequences of one’s own actions and/or decisions and learning from one’s mistakes.
• DECISION MAKING: Ability to identify and swiftly make decisions in critical situations, take initiative and calculated risks, explore alternative solutions, and respond promptly to unforeseen circumstances.
• INCLUSIVITY: Achieve shared organizational objectives by sharing information with colleagues across all levels and divisions, tangibly influencing others, and maintaining a network of support contacts.
• INITIATIVE: Capacity to do things on one’s own initiative and to influence the course of events, assume responsibilities, and achieve objectives with a minimum of supervision and control.
• INNOVATION: Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.
• LEADERSHIP: Ability to lead one’s contacts/colleagues/partners, encourage teamwork, and delegate authority/decision‑making power, as needed, to produce the expected results and make efficient use of the team’s skills and talents.
• VISION: Ability to perceive the organization’s global environmental impact, anticipate decision consequences, grasp organizational missions, and formulate strategic plans.

Main Activities and Responsibilities

These evergreen roles support FIFA World Cup 26™ Guest Relations across official Host Cities in the United States, Mexico, and Canada. Final assignments will be determined based on operational needs, candidate availability, and tournament requirements.

Guest Hotline Coordinator

– Role Overview

Key Responsibilities

• Manage and operate the central guest support hotline
• Log, track, and escalate guest inquiries and requests in coordination with service owners (travel, transport, accommodation, etc.)
• Support implementation of hotline procedures, service standards, and communication protocols
• Ensure VIP/VVIP interactions are handled with discretion and professionalism
• Perform additional duties as assigned

Guest Liaison Agent (Football Concierge)

– Role Overview

Key Responsibilities

• Maintain daily reporting for VVIP/VIP transport and match attendance
• Manage guest profiles, itineraries, and registrations in IFES
• Build trusted relationships with FIFA Council members and entourages
• Coordinate gifts, uniforms, and match‑day movements
• Support seating arrangements in collaboration with Protocol Officers
• Maintain continuous cross‑functional communication

Guest Relations Coordinator

– Role Overview

Key Responsibilities

• Coordinate guest invitation concepts and guest lists with stakeholders
• Maintain guest data in IFES (profiles, travel, accommodation, tickets)
• Support ticketing and guest request management processes
• Coordinate use of guest IT tools and applications
• Ensure consistent service quality across all guest touchpoints
• Prepare progress reports and support continuous improvement

Team Protocol Liaison Officer

– Role Overview

Key Responsibilities

• Act as the central liaison for team guest‑related matters
• Maintain daily communication with team protocol contacts
• Anticipate and resolve guest issues proactively
• Update ticketing and guest management systems
• Coordinate additional ticket and parking requests
• Collaborate with Team Services, Transport, Accommodation, Ticketing, and Protocol teams

Your Profile

Education & Qualifications

• Bachelor’s or Master’s degree in Management, Sport Management,…