Hospitality Director, Market & Guest Communications (Soccer) (Contract)

Octagon•Chicago, IL

54d•Hybrid

About The Position

We're seeking a dynamic and meticulous Market & Guest Communications Director to coordinate all communications that engage clients and their guests, manage expectations, and enhance the overall guest experience across one of our clients' FIFA World Cup hospitality programs. This role is at the operational backbone of guest engagement, ensuring every touchpoint reflects excellence & precision. You'll oversee communications, service delivery, and guest journey planning for a high-profile client. You'll work closely with our in-house Strategy Operations team and leverage our customized GMS to manage package orders, communications, track preferences, and ensure seamless execution from invitation to post-event follow-up.

Requirements

8+ years in guest experience and event communications around major international events (FIFA World Cup and Olympic Games)
Experience with GMS and CRM systems and/or custom event software platforms
Experience with data analytics and reporting tools
Exceptional written and verbal communication skills
Ability to thrive in a fast-paced, high-stakes environment
A proactive, empathetic, and solution-focused mentality
Have experience working on programs at scale with multiple locations
Have strong attention to detail, the ability to prioritize multiple tasks, and produce quality work within deadlines
Ability to think on your feet and use your initiative. You enjoy learning new things and can quickly adapt when things change
A natural at building relationships with just about anyone at any level in an organization
Thrives when solving problems and finding creative solutions to challenges
Can collaborate across disciplines, departments and projects
Have demonstrated experience in positions requiring discretion, judgment, tact, and poise and you are reliable and trustworthy
Exhibits emotional intelligence and can adapt to working with various personalities
Not afraid to "pitch in", "roll up your sleeves" and get it done. Takes initiative. No task is too big or too small.
Have excellent computer skills - Microsoft Office suite (Word, Excel, PowerPoint, etc.)
Self-motivated with the ability to work autonomously in remote settings, maintaining high standards of performance and accountability
A collaborative standout colleague with a flexible, positive attitude, eager to contribute to a successful event execution
Flexibility and willingness to travel domestically and internationally, work weekends or holidays as needed. Anticipated travel level: Moderate (20-45%).

Nice To Haves

Multilingual communication abilities are a plus!

Responsibilities

Track market package orders & support post event financial reconciliation
Develop and execute tailored communication strategies for VIPs, clients, and guests across multiple channels (GMS, email, Guest App, SMS, WhatsApp & other platform messaging)
Serve as the primary point of contact for markets and guest inquiries, preferences, and special requests
Craft compelling messaging that reflects brand tone and event objectives across all guest communications
Collaborate with Strategy Operations to ensure customized GMS fulfills all client requirements including, but not limited to guest lists, itineraries, RSVPs, seating, transportation, accommodation, and communications
Ensure data accuracy and integrity across all touchpoints
Implement & generate feedback system, real-time issue resolution protocols & post-event reporting
Oversee workforce communications, providing clear guidelines for official accreditation submission, offering ongoing support and delivering detailed instructions for collection processes
Contribute to cross-functional planning and execution of guest operational flows, by keeping client informed with the latest operational updates
Collaborate with all support workstreams as required, including ticketing, accounting, legal, finance, transportation and accommodation
Collect and contribute content to support the creation of guest communication materials, aimed at informing clients and their guests of VIP hospitality program logistical details & key operational information (pre-departure information, Guest App, itineraries)
Identify, organize, and escalate client & guest requests to other support departments as needed
Monitor last minute changes during event time and inform operational workstreams