What are the responsibilities and job description for the Guest Experience Supervisor - FIFA World Cup 26™ position at On Location?
We are seeking a highly organized and service-focused Guest Experience Supervisor to support the delivery of the hospitality program at AT&T Stadium for the FIFA World Cup™. This role will report to the Guest Experience Manager, and will focus on on-site execution, staff supervision, and vendor coordination to ensure a seamless and premium guest journey.
The Guest Experience Supervisor will play a key role in implementing hospitality operations, supporting access control procedures, assisting with guest services execution, and ensuring readiness across hospitality areas at the assigned venue.
Key Responsibilities
- Support the Venue Manager and Guest Experience Manager with on-site execution of the Hospitality Program.
- Supervise assigned Guest Experience staff during match days and event operations.
- Coordinate with approved vendors and suppliers to ensure services are delivered according to established standards.
- Assist with implementation of hospitality services across lounges, VIP areas, and designated hospitality spaces.
- Support access control procedures, including guest tier verification and zone monitoring.
- Ensure hospitality areas are operationally ready prior to match kick-off.
- Assist with the distribution of hospitality gifting and staff uniforms.
- Support execution of approved entertainment activations within hospitality areas.
- Serve as an on-site point of contact for Guest Experience staff and escalate issues to management as needed.
- Support guest feedback collection and post-match reporting.
- Maintain alignment with FIFA brand standards and established hospitality service guidelines.
- Participate in cross-functional coordination meetings to ensure operational alignment.
Experience / Qualifications
- Minimum 2–3 years of experience in hospitality, event operations, or guest services (experience in sports or live events preferred).
- Experience supervising small teams or leading front-line staff.
- Strong organizational and coordination skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong interpersonal and communication skills.
- Experience working with vendors or service providers is an asset.
- Comfortable working long hours during event operations, including match days.
- Fluent in English; fluency in Spanish is a plus.
- Must have existing right-to-work in the country in which the venue is located.