Hotel & Guest Services Manager; Global Sporting Event

The Hotel Guest Services Manager will lead in the organization of the hospitality space, ensuring smooth operation of hotel amenities. This is a contract position for a Global Sporting event in the US, starting on the 6th of July and ending on the 20th of July.

• Develop a clear understanding of the Hospitality Programme and daily schedule
• Build strong relationships with key hotel teams to ensure smooth onsite operations
• Prepare a Guest Services Operations Manual, including policies and procedures for all possible circumstances
• Develop a guest registration system to ensure a quick, efficient check‑in process
• Ensure all guests are personally welcomed, briefed on next points of contact, event timings, and receive welcome packs including premium tickets and credentials
• With the Guest Communications team, devise a process for tracking and communicating all guest changes and information updates
• Demonstrate friendly, professional, and efficient service with clients, hotel teams, and guests
• Pro‑actively assist guests to resolve any problems they encounter
• Manage optional leisure activity service available to guests through the Hospitality Desk
• Where necessary, manage the operation of the Guest Lounge within the hotel, ensuring top‑class hospitality including FB replenishment and drinks service, and impeccable presentation
• Implement daily meetings with key hotel staff to manage/reconcile accounts and brief hotel of daily schedule and any changes
• Prepare familiarization training so the team is fully conversant with all program aspects including hotel facilities, event venues, and excursion activity venues
• Prepare a practical information resource for the Guest Services Team that is readily accessible, including essential contact numbers, travel agency services, venue information, maps, and match schedules
• Liaise with Airport Transport teams to ensure efficient arrival/departure systems
• Devise and implement a system for checking guest arrival and departure information
• Set up a system for recording and reporting guests’ chosen activities/events, if applicable
• Liaise with the Guest Communications team to ensure all reports / information are communicated as necessary
• Liaise with Team Managers to develop a staffing strategy and team rotas
• Assist Program leads in planning and delivering Event/Hotel Host training
• Manage hospitality desks onsite to ensure correct information is displayed, desks open punctually, and are well‑presented
• Ensure the team is thoroughly briefed on client hierarchy and appropriate etiquette
• Devise an effective communication system to notify guests’ team of any program changes
• Motivate the team to ensure they are fully briefed, immaculately presented whenever on duty, and deliver excellent service levels at all times

• Fluent in English; other languages are advantageous
• Excellent communication skills
• Quality‑service oriented with a “Can Do” attitude
• Management skills
• Previous experience in hotel or event hospitality service
• Methodical, accurate, and attentive to detail
• Good IT skills, especially with hotel databases
• Ability to multi‑task and meet strict deadlines
• High‑level understanding of what constitutes excellent customer service
• Ability to build rapport at all levels
• Experience handling VIP guests
• Ability to lead, train, and motivate the hospitality team to deliver exemplary service

• High energy, comfortable working potentially long hours in a demanding but rewarding and friendly environment
• Flexible, enthusiastic, confident, outgoing
• Willing to roll sleeves up and get involved
• Passionate about sport, hospitality, and delivery
• Ability to work calmly, kindly, and professionally in a pressured environment
• Ability to prioritize a demanding workload

Seniority level: Not Applicable

Employment type: Contract

Job function: Other