Guest Experience Manager

TKO•Boston, MA

1d•Onsite

About The Position

TKO Group Holdings, Inc. is seeking a creative and highly organized Guest Experience Venue Manager to support and dual report to the Venue Manager and VP of Guest Experiences. This role will shape and deliver the end-to-end hospitality experience at one of the FIFA World Cup 2026 host cities. Responsibilities include oversight and management of hospitality gifting, guest experience staff and external vendor management, hospitality entertainment, omnichannel communication, content recommendations, service mapping, and post-tournament reporting. The role also involves overseeing access control strategy, ensuring accurate guest tiering, zone control, and appropriate staff allocation across all hospitality areas. The manager will be responsible for managing third-party suppliers and vendors to ensure high-level service delivery as per assigned scope at the assigned venue, and managing cross-functional working groups to ensure seamless alignment and premium service delivery at every phase of the guest journey.

Requirements

Minimum 5 years of experience in VIP hospitality across major sporting events
Proven project management skills
Proven ability to conceptualize and deliver large scale projects with multiple workstreams
Experience working in the cross functional environment
Experience working in multi-venue or international events
Strong collaboration and communication abilities
Fluent in English
Willingness to travel across the USA, Mexico, and Canada.

Nice To Haves

Spanish and/or French are a strong asset
Experience with major sporting or international cultural events
Background in VIP hospitality, production, or brand activations

Responsibilities

Support On Location Venue Manager and VP Guest Experience with delivery of the overall Hospitality Program at the assigned venue
Manage selected Guest Experience vendors and all hired Guest Experience staff
Align guest experience and guest journey with FIFA brand standards and On Location’s hospitality tiers across global and local audiences
Oversee the execution of hospitality services at the assigned stadium, including indoor lounges and FIFA pavilion
Deliver access control system at assigned venue
Ensure all functions are synchronized around key journey milestones and guest experience standards
Ensure successful implementation of the gifting program
Support with delivery and distribution of the staff uniforms program
Ensure that all hospitality spaces are ready for match operations
Secure successful implementation of the entertainment program across the stadium
Develop post-match communication plans, feedback collection, and tactics to convert guests into repeat customers
Manage assigned Guest Experience stadium staff