At MATCH Hospitality we design and deliver the best hospitality programmes at the most sought-after sports events in the world, including the FIFA World Cup, AFC Asian Cup, Nitto ATP World Finals, and Formula 1. We are the industry leader in the production, management and sales of commercial hospitality programmes and deliver maximum exposure for our event partners via a well-established and comprehensive global sales agent network, in addition to our in-house direct sales team.
Job Overview
MATCH Hospitality is looking for an experienced Guest Experience Manager to lead the planning and delivery of premium guest services for the Formula 1 Madrid Grand Prix Hospitality Programme. This role will be responsible for the guest experience across the hospitality areas managed by MATCH Hospitality, ensuring every element—from shuttling and check-in to hosting, entertainment, and gifting—delivers the elevated service expected at a global event like Formula 1.
Based in Madrid, this is a unique opportunity to shape the guest journey at one of the world’s most prestigious sporting events.
Key Responsibilities
* Design and implement the overall guest experience strategy across the hospitality areas managed by MATCH Hospitality at the Formula 1 Madrid Grand Prix.
* Manage guest-facing services : shuttling, hosting, check-in, access control, security, entertainment, and hospitality gifting.
* Coordinate service providers and ensure alignment with MATCH standards, guest expectations, and operational goals.
* Oversee procurement, logistics, and staffing for all guest experience services, ensuring timely and efficient delivery.
* Develop standard operating procedures, daily run sheets, and operational documents in collaboration with cross-functional teams.
* Provide onsite leadership and support to ensure service excellence and quick resolution of operational issues.
* Collaborate with local authorities and venue stakeholders to ensure safety, compliance, and optimal guest flow.
* Lead post-event evaluations to drive continuous improvement and operational excellence.
Requirements
* Proven experience managing guest experience or VIP programmes at large-scale international events, ideally in sports or entertainment.
* Expertise in coordinating multiple guest services including transport, access control, entertainment, hosting, and gifting.
* Strong background in supplier and contract management across guest experience functions.
* Hands-on experience in event mobilisation and live operations in high-pressure environments.
* Knowledge of access control systems, security protocols, and operational logistics.
* Ability to lead cross-functional teams and manage multiple vendors simultaneously.
* Fluent in Spanish and English (spoken and written).
* Excellent project and time management skills, with attention to detail and guest focus.
* Strong problem-solving skills and calm decision-making under pressure.
* Budget management and resource optimisation capabilities.
* Proficient in Microsoft Office and cloud-based operational tools.
What We Offer
* Flexible working arrangements to support work-life balance.
* 25 days of annual leave.
* Paid sick leave from day one.
* Company pension scheme with contributions.
* Employee Assistance Program.
* Company bonus scheme for successful project delivery.
* Life insurance coverage.
Guest Experience Manager • Madrid, Community of Madrid, Spain
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