USA/Miami based
Fixed term (September 2026)
Hybrid/Office

Responsible for the planning, implementation and delivery of the hostess programme - to have the right number of hostesses/hosts, at the right place and time, accredited, trained and well-groomed. Will also coordinate the table allocation process and oversee the shuttle operations within the venues.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form as part of their pre-employment process.

Key tasks and responsibilities

• Management of the RFP process including research, compilation of tender documents, analysis of responses and recommendation to the Senior Management Committee, appointment and contract negotiation and management.
• Collaboration with the Legal Department to prepare key performance indicators (KPIs) and other contractual documentation.
• Supervision of the hostess agency’s tasks from organisational structure/staffing, recruitment and selection process, training (contents), accreditation, staffing maps, to general event preparation/ implementation.
• Assists with development and maintenance of the budget.
• Monitoring of agency’s reports and meeting of KPIs on a regular basis and escalation of potential issues.
• Compilation of training contents.
• Briefing/Training of the Hostess Programme Venue Managers.
• Regular update of hostess number requirements according to updated sales reports/scenarios and latest stadium/venue information.
• Onsite operational planning in close co-operation with the Technical Department including production of hostess dot plans, definition/verification of guest flows and access control points.
• Regular preparation of internal update reports and Request for Approval (for e.g. Procurement Committee Meeting).
• Project planning based on sales to plan and adjust budgets accordingly. Identify clear deadlines for procurement of event items.
• Arrangement and attendance of meetings with the agency, FIFA, internal/stadium team and colleagues as required.
• Joining of venue tours and preparation of reports thereafter.
• Management or supervision of hostess uniforms procurement including:
• Finding suitable supplier and design.
• Calculation of requirements, management of changes, coordination of the distribution to the different venues, dealing with follow-up/issues.
• Close collaboration with the Gift Manager re gift distribution and issuance of an efficient distribution plan.
• Close liaison with Fulfilment re wristband/access device distribution and issuance of an efficient control and distribution plan.
• Oversee the Table Allocation process including planning and staff requirement.
• Provide clear and detailed instructions to the Shuttle Coordinator regarding his/her role in the shuttle programme, including passenger coordination, scheduling, and service efficiency supervising the programme.
• Set performance expectations for the support staff, ensuring they understand the importance of timely and smooth shuttle operations.
• Maintain open lines of communication with the support staff, encouraging regular feedback and addressing any concerns or questions they may have.
• Monitor and assess the support staff's progress regularly, ensuring they are meeting key performance indicators, such as on-time arrivals, passenger satisfaction, and adherence to schedules.
• Provide necessary support, training, and resources to the support staff, enabling them to effectively carry out their responsibilities and handle any challenges that may arise in the shuttle programme.
• Ensure that all staff members adhere to company policies and procedures related to passenger safety, security, and the overall quality of service provided by the shuttle programme.

During the event

• Attendance of matches in venues which are most critical in terms of numbers and severity.
• Two months before event: final briefing/check with the agency/their venue teams re general readiness, check that the signage is correct, to supply agency with latest stadium specific updates, to check gift distribution preparations, to check break-out room and radios are ready for use, etc.
• On match days: to monitor agency’s performance and to identify/escalate any (potential) issues and to find solutions immediately, etc.
• To supervise debrief after every match, including the preparation of a report and to supervise implementation thereof.
• Monitoring of match day reports from other venues and escalation of (potential) issues.
• Adjustment of hostesses numbers according to the reports/situation in different stadiums.

Post-event

• Debrief with teams and agencies and reconciliation and finalization of accounts such as help with invoicing and account reconciliation; cross check – staffing agency invoices , paid invoices , resolve discrepancies.
• Handling of any open issues.
• Preparation of an internal debrief/report and cost consolidation.

Education/ experience

• Bachelor's degree in hospitality management or a related field (or equivalent work experience) is preferred.
• Experience with program management of large-scale events – multi event venues.
• Experienced project management.
• Strong skills Microsoft Office Suite- Very skilled with Word, Excel, Power Point presentation or other presentation software.
• Proven experience in managing event hostess programs, major events or similar roles within the hospitality industry.

Professional skills

• Strong knowledge of customer service principles and practices, with a focus on providing an exceptional guest experience.
• Excellent communication and interpersonal skills to effectively interact with guests, staff, and management.
• Exceptional organizational and multitasking abilities to handle multiple priorities and ensure smooth operations of the hostess program.
• Demonstrated leadership skills to supervise and motivate a team of hostesses, setting performance expectations and providing guidance and support.
• Proficient in using reservation management systems, and other relevant technology to efficiently manage guest bookings and hostess schedules.
• Familiarity with restaurant or hotel operations, including knowledge of table management and seating arrangements.
• Strong problem-solving and decision-making skills to handle guest requests, complaints, and any issues that may arise during the hostess program.
• Flexibility to work in a dynamic and fast-paced environment, including evenings, weekends, and holidays as required by the operation of the hostess program.
• Attention to detail to ensure accuracy in reservations, table assignments, and other administrative tasks related to the hostess program.
• Knowledge of health and safety regulations and a commitment to ensuring a safe and clean environment for guests and staff.

Physical work environment

• Travel 25-30%.
• Work will be performed in office setting and at the event location: inspection, meetings with technical & operations team, etc.
• Manual dexterity in using laptop and will be in front of a computer screen/monitors.
• Occasional walking, standing for long periods of time when at the venue site.

General

• Working hours are typically 8:30 – 5:30 Monday-Friday. Due to the nature of the business, you will be required to work after hours and at weekends as required.
• Will be required to assist with ad-hoc tasks if and when required.
• The nature of this event is such that it may be necessary to amend or add to your responsibilities as we get closer to 2026 and you will be required to perform any task that is allocated to you by senior management, specific to the projects at hand.