Guest Communications Manager

We are looking for an experienced and detail-oriented Guest Communications Manager to join our ticketing and hospitality team on a high-profile FIFA World Cup project. In this role, you’ll manage end-to-end guest communications and oversee the operation of a dedicated Guest Management System (GMS). Working within a fast-paced agency environment, you’ll act as the critical link between internal delivery teams, client stakeholders, and guests – ensuring all communications are clear, accurate, and timely throughout the guest journey.
 

What You'll Be Doing:

Account Management

• Reporting to the Account Director in the setup and management of effective guest communications and processes appropriate to the client’s needs and requirements.

• You should have strong interpersonal and project management skills, excellent attention to detail and be confident when liaising with clients & suppliers.

• Maintain and develop client relationships, day-to-day account management, project management, and internal coordination required.

• Effective management of regular project and status meetings with clients (and markets where relevant), including consolidation of notes and actions.

• Financial account management including the creation of budgets, tracking, and reconciliation.

• Produce a final operations report for each project, including recommendations for future improvements.

Guest Communications

• Plan and execute guest communication workflows across all stages – nominations, invites, RSVP campaigns, travel and ticketing updates, and on-site information.

• Develop and maintain support materials including FAQs, information packs, and guest comms tailored to different tiers and regions.

• Act as the primary contact for guest queries via email, phone, and GMS messaging tools, delivering responsive and courteous support.

Guest Management System (GMS)

• Lead day-to-day management of the GMS, ensuring data accuracy, complete guest profiles, and timely updates.

• Collaborate with tech teams and client stakeholders to configure workflows, guest segmentation, and reporting.

• Understand and demonstrate all the system features to different audiences within and outside of our business.

• Monitor guest registration, resolve system-related issues, and escalate technical challenges as needed.

• Additional operational support where required within the project team – including providing daily reports required to support with operational planning i.e. guest arrival/departure manifests, hotel room requirements, Food & Beverage, ticketing etc.

​Troubleshooting & Resolution

• Take ownership of guest issues such as access problems, duplicate profiles, and incorrect data.

• Work cross-functionally with ticketing, travel, hospitality, and tech teams to deliver timely solutions.

• Maintain a live issues log and contribute to regular reporting for project leadership and clients.

• Keep senior stakeholders and account teams informed of the progress of operations and any issues that may arise that could affect its successful delivery and high standard of service.

What You Need:

• 4+ years’ experience in guest services, event operations, or client communications – ideally within a major sports or live event context.

• Proven experience using and managing guest registration or CRM systems (e.g., Cvent,Salesforce, or bespoke platforms).

• Excellent written and verbal communication skills with a focus on tone, clarity, and audience appropriateness.

• Strong problem-solving skills and a calm, solution-oriented approach under pressure.

• High-level attention to detail and comfort managing large datasets and complex guest lists.

• Ability to collaborate effectively across agency teams and external client groups in a multi-stakeholder environment.

• Experience working on FIFA events, or other global sports properties, is highly desirable