About the Role
As the Global Hospitality Manager, your contribution to the organization will be to extend the capacity and reach of the Director of Global Hospitality as our portfolio of partnerships, programs, and Hospitality Service Provider Agreements expands. You will serve as the Director’s right hand, assisting in building the operational strategy and service model behind Quint’s hospitality products, providing hands-on support to get it started, and stepping into whatever scope is assigned as priorities move.
Achieving this will require:
- Working in close partnership with the Director—representing Global Hospitality in cross-functional forums, making day-to-day decisions within agreed parameters, and escalating deliberately.
- Building the operational strategy and service model behind new hospitality products as assigned; working collaboratively with the Global Brand Manager, Creative Team, Programs and Event Operations team within the department as well as Product and Partner Management departments to create products that meet company needs.
- Providing hands-on operational support to get new products and programs started including planning, vendor management, on-site delivery, and close-out in collaboration with the Event Onboarding team.
- Moving flexibly between strategy work and hard operations as priorities shift, without needing the boundaries of the role redrawn each time.
- Assessing how global hospitality standards are being applied by teams that do not report to this role through readiness reviews, on-site observation, and debriefs.
- Building strong peer relationships to foster impactful collaboration between Global Hospitality and Event Operations to guide the implementation of Global Hospitality established strategies and standards.
- Taking initiative to learn the intricacies of our global event portfolio, internal systems, brand standards, and partner expectations to better influence and support execution teams.
- Managing a high volume of concurrent workstreams at different stages of maturity; prioritizing ruthlessly and communicating status proactively without prompting.
- Thriving in a dynamic, fast-paced, and collaborative global team environment while influencing without direct control.
Performance will be evaluated on:
- Quality and practicality of the service models and operational strategies developed for new hospitality products and whether a delivery team can execute them as written.
- Effectiveness of support provided to teams launching new hospitality products and programs.
- Quality and timeliness of readiness reviews and standards assessments, and the usefulness of what they surface for the Director to act on.
- Quality, accuracy, and usability of documentation, SOPs, and training materials produced.
- Guest satisfaction and partner feedback on supported programs and events.
- Financial impact such as accuracy of cost estimates, product delivery within approved budgets, and identified efficiencies.
- Team/employee experience feedback from direct, indirect, and cross-functional collaborators.
Core Responsibilities
Hospitality Experience and Design
- Support the Director to establish and maintain the global hospitality design vision, service standards, and guest experience framework working closely with the Global Brand Manager to align these with the hospitality design vision across partnerships and events.
- Translate that strategy into execution-ready material: SOPs, service standards, budget templates, run-of-show frameworks, and training content the Event Operations teams can pick up and use.
- Maintain the global hospitality toolkit of templates, checklists, preferred vendor lists, brand assets, and standard documentation, incorporating approved brand assets and design guidelines maintained by the Global Brand Manager.
- Lead the development of guest experience and operational briefs for assigned hospitality products, defining service requirements, guest journeys, space functionality, budgets and delivery considerations.
- Collaborate with the Global Brand Manager throughout creative development, contributing to ideation, design and rendering reviews, presentations and partner approval processes. Assess concepts against hospitality standards, operational requirements and agreed margin targets, with the Global Brand Manager leading creative direction and brand approvals.
- Coordinate hospitality design requirements with the Global Brand Manager, who oversees creative prioritization and delivery by the Graphic Design and Rendering teams. Provide clear briefs, agreed deadlines and consolidated operational feedback.
- Support vendor sourcing, consolidation, and preferred-partner network development to create economies of scale.
- Identify emerging hospitality trends and work with Event Operations peers and the Global Brand Manager to develop practical, cost-effective activations that enhance the guest journey across events.
- Develop hospitality proposals, presentations and RFP responses in collaboration with relevant stakeholders, leading guest experience, service model and operational inputs, with creative concepts and visual presentation supported by the Global Brand Manager and Creative team.
- Support the Director in the development and launch of new hospitality products and programs including feasibility research, site visit documentation, operational costing, and resource requirements (staff, technology, process).
- Produce accurate operational cost estimates for new products and maximize utilization of internal and existing resources before sourcing new or external resources.
- Conduct pre-event readiness reviews, on-site observation, and post-event debriefs against global hospitality standards for teams that do not report to this role; document gaps and draft suggested changes for the Director to review and action with the Event Operations teams.
Hospitality Service Provider Agreement Operations
- Responsible for the launch, oversight, planning, and on-site delivery of assigned Hospitality Service Provider Agreements such as Algarve International Circuit Hospitality through both direct actions and team management until a permanent team is established to manage the program.
- Identify operational risks, dependencies, and gaps between what has been sold and what can be delivered; raise them to the Director early with options.
- Event planning includes (but is not limited to):
- Managing ticketing and fulfillment processes, including digital/physical inventory, seat assignments, shipping logistics, quality control, and detailed documentation.
- Lead the operational planning and delivery of hospitality spaces, working with the Global Brand Manager and Creative team on concepts, branding, décor and layouts, and coordinating vendors to deliver approved designs
- Developing detailed run-of-show documents and schedules for guest flow, entertainment, staff assignments, and venue operations.
- Coordinate requirements for credentials, signage and large-format graphics through the Global Brand Manager’s creative workflow, ensuring accurate operational content and timely supplier handover of approved artwork.
- Leading cross-functional planning with Guest Services, Guest Communications, Sales, Partner Management, and Product teams to ensure a seamless guest experience.
- Overseeing vendor sourcing, contracting, and management across services such as F&B, production, transportation, staffing, and gifting—ensuring timely, contract-compliant delivery.
- Securing necessary permits, licenses, and contracts to execute event plans.
- On-site delivery includes (but is not limited to):
- Manage and support preparation and set-up activities such as overseeing vendors/suppliers, moving equipment, freight, setting up meeting and hospitality spaces, etc.
- Execute and/or lead documented plans for back-of-house and guest-facing activations such as staff training, package delivery and pick-up, hotel check-in, transportation management, hospitality check-in, experience and tour management, etc.
- Seamlessly adjust and communicate new plans when aspects to all required parties (on-site staff, guest services, guest communications, guests, etc.) do not go according to the original plan.
- Oversee vendor and supplier delivery to ensure contracted goods and services are delivered to the expected standards; work collaboratively to adjust as needed for a positive guest experience.
- Provide positive, engaging, and friendly service to all guests on-site paying close attention to surroundings and behaviors regardless of if we are “open.”
- Problem solve any guest complaints or issues directly before escalating the guest to the next person.
- Manage and support tear down activities such as overseeing vendors/suppliers, moving equipment, freight, meeting and hospitality space load out, etc.
- Support commercial initiatives to acquire new Hospitality Service Provider Agreements through budgeting, relationship building, feasibility studies, proposals, site visits, and more.
- Collaborate with the Event Onboarding team to recruit, onboard, and train cross-functional team(s) to support the successful launch of all new Hospitality Service Agreements, ensuring alignment with global SOPs, operational requirements, financial delivery, and partner expectations.
- Ensure operational relationships with the Partner are well established with clearly defined quality standards, ways of working, and communication protocols.
Leadership and Personnel Management
- Lead temporary/project-based assignments and on-site teams of varying size, composed of staff who report elsewhere.
- Provide in-the-moment coaching and feedback to staff on-site and in project teams; escalate performance concerns to the appropriate people manager promptly and factually.
- Ensure accuracy and timely completion of your team(s) deliverables.
- Act as the first point of contact for teams seeking interpretation of global hospitality standards; resolve routine questions directly and escalate judgment calls, recurring gaps, or resistance to the Director with a recommendation.
- May take on one or more Coordinators as the portfolio grows and administrative and fulfillment workload justifies it; if so, this role becomes their people manager and is accountable for their development.
- Act as a service provider and resource to Event Operations teams, providing tools, templates, and hands-on support to implement global hospitality objectives.
- Model global hospitality standards and support their consistent application, including in high-pressure and on-site environments.
Financial Management
- Ensure all global hospitality initiatives you support and implement are financially responsible and aligned with established event margins.
- Provide accurate cost estimates and return-on-investment considerations for proposed hospitality concepts.
- Identify opportunities for financial efficiencies through vendor consolidation, creative reuse, sponsorships, and scalable design solutions.
- Accountable for your assigned portion(s) of the budget for your assigned events; equally holding your team accountable for budget management.
- Maximize budget utilization through negotiation and internal collaboration.
- Ensure accurate and timely tracking of planned and confirmed expenses.
- Tightly manage your own on-site expenses and inspire fiscal responsibilities in fellow travelers.
- Collaborate with department leaders to understand sales projections and any required budget adjustments.
Requirements
Education and Experience
- 4+ years’ progressive experience in hospitality operations, guest experience or live event management, including collaboration on hospitality design and delivery.
- Sporting events, entertainment, and/or live experiences strongly preferred.
- 1+ years’ experience leading people such as project teams or on-site staff.
- Demonstrated ability to design an operating approach, not only execute one that already exists and then train a team to the new standard.
- Proven ability to influence peers and hold a line on standards without direct authority.
- Bachelor’s degree or higher in Hospitality Management, Business, Marketing, or related field.
- Proficient computer skills including but not limited to Excel, CRM software, and project management tools.
- Bi/multilingual preferred.
Interpersonal Skills and Traits
- Ability to multi-task in a fast paced, deadline driven environment.
- Strong time management and prioritization skills.
- Highly adaptable and comfortable making decisions in new or changing situations.
- Detail oriented and results driven.
- Innovative problem solving.
- Collaborative and comfortable building relationships.
Physical
- Prolonged periods sitting at a desk and working on a computer.
- Extensive walking and standing for periods greater than 12 hours while at events.
- Full time in-person based in the London, UK office
- Requires flexibility to work long hours and weekends, as needed, in addition to having the ability to travel up to 50% - targeted travel 18-25%.
- Willing and eligible to travel internationally.
- Eligible to work in the United Kingdom.
