Deputy Director of Guest Management and Protocol

Full Time @ FIFA World Cup Qatar 2022 Sector: Hotel, Tourism & Hospitality
  • Doha, Qatar View on Map
  • Date Posted : December 12, 2021
  • Salary: Negotiable
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About the job

The Deputy Director of Guest Management & Protocol will be the executive lead of the Q22 Guest Management and Protocol team, under the supervision of the Guest Management and Protocol Director. The role is responsible for overseeing and delivering all Guest Management work streams: Guest Operations, Guest Relations, Guest Experience, VIP Hospitality, Protocol and Government Relations.

The incumbent will guide the department’s policies, procedures, and operational plans. Building close relations with relevant national stakeholders to integrate Q22’s team with FIFA’s Guest Ops/Guest Experience team will be critical to success. Ultimately, the Deputy Director will ensure the team delivers a uniquely amazing V/VIP experience, for all national and international guests coming to Qatar for the FIFA World Cup Qatar 2022.

Key Responsibilities

  • Create a fully integrated ‘centre of excellence’ for the seamless provision of event services (e.g. Travel, Transport, Accommodation, Hospitality) to all V/VIP guest groups of the FIFA World Cup Qatar 2022.
  • Lead the Guest Management and Protocol department’s planning concepts and operational development process on behalf of the Guest Management and Protocol Director.
  • Oversee development of operational policies and procedures and establish the governance model.
  • Responsible for overseeing the holistic end-to-end client journey and definition of services implementation at all relevant official and non-official sites.
  • Ensure alignment and delivery of service levels as agreed with FIFA, per guidelines for VVIP/ VIP guests
  • Define a resource and workforce plan to successfully execute the operations.
  • Develop and implement a Change Management process (i.e. numbers, service levels etc.), including mitigation and contingency plans.
  • Build clear lines of communication and relationships with various stakeholders and involved parties.
  • Support and guide strategy for Guest Management and Protocol IT tools customisation and innovation, according to tournament needs and guest groups.
  • Lead the development of annual budget and ensure the periodic review of all sub-project costs.
  • Oversee operational review meetings with the team to track and report on project status.
  • Responsible to keep the project within the defined objectives, ensuring that all involved understand and accept their responsibilities, keeping files for the project, arbitrating and resolving conflicts.
  • Oversee the day to day operations and aspects of all work streams and generate reports on the activities and project outcomes for higher level management reference.
  • Lead risk management mitigation and participate in monthly Tournament Master Schedule (TMS) review with Q22 team/FIFA.
  • Any other duties that may be required.

Qualifications

  • University degree or master’s degree in business administration/management, marketing/communications or sports management
  • Project Management certificates (PMP/PMI/PRINCE2)

Experience:

  • Minimum 15 years of experience in Guest Management and Protocol; preferably within international mega (sports) events / corporate events

Skills:

  • English fluency – spoken and written (required)
  • Arabic fluency – an advantage
  • Other FIFA Languages (German, Spanish, French) a plus
  • Experience with FIFA/UEFA/IOC planning software and online collaboration IT tools (an asset)
  • Ability to shape and deliver operational excellence in teams – including suppliers, volunteers and a multi-national team
  • A leader and collaborator who is able to foster good working relationships
  • Excellent organisational and planning skills
  • Excellent networking skills, in both political and sport realms
  • Time management and the ability to prioritise a varied workload
  • Solid understanding of budgets and financial management
  • Thorough understanding of senior management operations, general etiquette and international and local protocol
  • Outstanding interpersonal skills, tact and diplomacy
  • Outstanding analytical and interpersonal skills; able to accurately assess workloads, evaluate performance and motivate teams
  • Exhibits sound judgment to anticipate potential implications of all decisions; balances benefits and risks and identifies areas of uncertainty
  • Proven management skills at mega sporting events / corporate events
  • Advanced skills in MS Office (Excel, Word, PowerPoint, Visio & Project)

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