Manager, Hospitality Premium Services

LA28 (Web)•Los Angeles, CA

6d•$88,000 - $105,000•Onsite

About The Position

LA28 is the independent, non-profit, privately funded organizing committee for the Los Angeles 2028 Olympic and Paralympic Games. The Games Delivery Revenue team oversees the Ticketing, Hospitality, and Food & Beverage departments, responsible for securing key revenue streams, ensuring sold out and fully attended events, and delivering a comprehensive food and beverage plan. The LA28 Commercial Hospitality team redefines the Olympic and Paralympic hospitality experience by delivering premium, revenue-generating packages for key stakeholders and fans. In partnership with On Location, LA28’s Official Hospitality Provider, the team integrates a commercial hospitality strategy that maximizes asset value, optimizes revenue, and supports a consistent Games-time experience. The Manager, Hospitality Premium Services will serve as the primary Hospitality point of contact to support the execution of Premium guest and VVIP frameworks. This role will operationalize VVIP tiering, access and movement requirements, communication plans, escalation pathways, and contingency procedures, working closely with LA28 Protocol, Venue Management, Security, Accreditation, and the broader Hospitality Operations team. The Manager will oversee hospitality readiness, venue-based operational planning, and drive proactive issue resolution to ensure exceptional guest service standards are met.

Requirements

Minimum 5 years of experience in VVIP or protocol operations, premium hospitality, guest management, venue operations, or major event delivery, preferably within major sporting events, luxury hospitality, or other large-scale live environments.
Demonstrated experience developing and implementing protocols, procedures, communication plans, escalation frameworks, and contingency processes for high-profile or sensitive guest movements.
Strong understanding of VVIP access, accreditation, security, venue movement, and cross-functional planning requirements.
Proven ability to coordinate across Protocol, Venue Management, Security, Accreditation, Transport, Ticketing, Hospitality, and other operational teams in complex, fast-paced environments.
Sound judgment and discretion when managing confidential information, sensitive stakeholder matters, operational changes, and time-critical escalations.
Strong written and verbal communication skills, with the ability to translate complex requirements into clear policies, procedures, and decision-making frameworks.
Proficiency in Microsoft Office Suite, including PowerPoint, Excel, and Outlook, and experience using workflow or project management tools such as Airtable, Smartsheet, or Asana.
Bachelor’s degree or equivalent relevant professional experience.
Highly organized and extremely detail-oriented with a proven ability to manage complex operational frameworks.
Ability to remain calm under pressure and find solutions in fast-paced environments.
Strong strategic problem-solving skills, with the capacity to make sound, logical decisions in fast-paced situations.
Highly collaborative, committed to co-creation, and driving shared solutions across diverse internal and external teams.
Self-starter with the initiative to define project roadmaps, proactively seek constructive feedback, and continuously evolving operational plans.

Responsibilities

Support the cross-functional development of LA28’s Premium guest and VVIP framework, including protocols, governance, and decision-making pathways.
Collaborate to define and maintain the VVIP tiering system alongside Protocol, Venue Management, Security and Accreditation, outlining access, movement and credentialing requirements.
Support the strategic planning and operational readiness of Premium hospitality programs across LA28 venues, ensuring alignment with overarching service standards.
Monitor and report on key service delivery standards, hospitality readiness milestones, and operational dashboards to ensure benchmarks are met.
Identify operational risks within the Premium hospitality footprint and collaborate on mitigation plans to ensure continuity of service and consistent execution.
Serve as the primary Hospitality point of contact, coordinating directly with Protocol, Venue Management, Security, Transport, Ticketing, and Event Services to ensure VVIP requirements are aligned, documented and operationally feasible.
Collaborate with the Hospitality Operations team to translate overarching VVIP requirements and decisions into functional venue-level operational plans and execution models.
Support the creation and maintenance of cross-functional communication and escalation plans, clearly defining roles, information-sharing protocols, and senior leadership engagement for VVIP activity.
Coordinate the integration of jointly owned protocols for planned and unplanned VVIP movements, ensuring advance notification, access exceptions, and rapid-response coordination are smoothly aligned across FAs.
Support and oversee venue-based Premium hospitality execution, managing guest arrival and departure flows, access control coordination, and seating/space allocation.
Execute contingency frameworks and operational pathways to successfully accommodate last-minute premium guests and sudden protocol shifts.
Serve as the Hospitality point of contact for Premium services during Games-time, managing the Stakeholder interface, providing protocol guidance, and coordinating the resolution of complex or time-critical issues.
Manage guest issues and service escalations on the ground with sound judgement, composure and a proactive, solution-oriented approach.
Collaborate on the Premium Stakeholder experience at key pre-Games and test events, validating and refining execution models through tabletop exercises and simulations.
Ensure all premium operations are delivered in strict accordance with LA28 values, safety standards, accessibility requirements, and official diplomatic protocol expectations.