Manager, Hospitality Premium Services

Position Summary

The Games Delivery Revenue team oversees the Ticketing, Hospitality, and Food & Beverage departments. This department is responsible for securing key revenue streams for LA28, ensuring sold out and fully attended events, and delivering a comprehensive food and beverage plan for fans, stakeholders, the world's press and broadcasters, workforce, and athletes. The LA28 Commercial Hospitality team is dedicated to redefining the Olympic and Paralympic hospitality experience by delivering premium, revenue-generating packages for key stakeholders and fans. In partnership with On Location, LA28's Official Hospitality Provider, the team is responsible for integrating a commercial hospitality strategy that maximizes asset value, optimizes revenue and supports a consistent Games-time experience. Reporting to the Manager, Hospitality Stakeholder Relations, the Manager, Hospitality Premium Services will serve as the primary Hospitality point of contact to support the execution of Premium guest and VVIP frameworks developed cross-functionally. Working closely with LA28 Protocol, Venue Management, Security, Accreditation, and the broader Hospitality Operations team, this role will operationalize VVIP tiering, access and movement requirements, communication plans, escalation pathways and contingency procedures. The Manager will oversee hospitality readiness, venue-based operational planning, and drive proactive issue resolution to ensure that exceptional guest service standards are met.

Key Responsibilities

Strategy Development

• Support the cross-functional development of LA28's Premium guest and VVIP framework, including protocols, governance, and decision-making pathways
• Collaborate to define and maintain the VVIP tiering system alongside Protocol, Venue Management, Security and Accreditation, outlining access, movement and credentialing requirements
• Support the strategic planning and operational readiness of Premium hospitality programs across LA28 venues, ensuring alignment with overarching service standards
• Monitor and report on key service delivery standards, hospitality readiness milestones, and operational dashboards to ensure benchmarks are met
• Identify operational risks within the Premium hospitality footprint and collaborate on mitigation plans to ensure continuity of service and consistent execution

Cross-Functional Coordination

• Serve as the primary Hospitality point of contact, coordinating directly with Protocol, Venue Management, Security, Transport, Ticketing, and Event Services to ensure VVIP requirements are aligned, documented and operationally feasible
• Collaborate with the Hospitality Operations team to translate overarching VVIP requirements and decisions into functional venue-level operational plans and execution models
• Support the creation and maintenance of cross-functional communication and escalation plans, clearly defining roles, information-sharing protocols, and senior leadership engagement for VVIP activity
• Coordinate the integration of jointly owned protocols for planned and unplanned VVIP movements, ensuring advance notification, access exceptions, and rapid-response coordination are smoothly aligned across FAs

Games-Time Operations

• Support and oversee venue-based Premium hospitality execution, managing guest arrival and departure flows, access control coordination, and seating/space allocation
• Execute contingency frameworks and operational pathways to successfully accommodate last-minute premium guests and sudden protocol shifts
• Serve as the Hospitality point of contact for Premium services during Games-time, managing the Stakeholder interface, providing protocol guidance, and coordinating the resolution of complex or time-critical issues
• Manage guest issues and service escalations on the ground with sound judgement, composure and a proactive, solution-oriented approach
• Collaborate on the Premium Stakeholder experience at key pre-Games and test events, validating and refining execution models through tabletop exercises and simulations
• Ensure all premium operations are delivered in strict accordance with LA28 values, safety standards, accessibility requirements, and official diplomatic protocol expectations

Background and Requirements

• Minimum 5 years of experience in VVIP or protocol operations, premium hospitality, guest management, venue operations, or major event delivery, preferably within major sporting events, luxury hospitality, or other large-scale live environments
• Demonstrated experience developing and implementing protocols, procedures, communication plans, escalation frameworks, and contingency processes for high-profile or sensitive guest movements
• Strong understanding of VVIP access, accreditation, security, venue movement, and cross-functional planning requirements
• Proven ability to coordinate across Protocol, Venue Management, Security, Accreditation, Transport, Ticketing, Hospitality, and other operational teams in complex, fast-paced environments
• Sound judgment and discretion when managing confidential information, sensitive stakeholder matters, operational changes, and time-critical escalations
• Strong written and verbal communication skills, with the ability to translate complex requirements into clear policies, procedures, and decision-making frameworks
• Proficiency in Microsoft Office Suite, including PowerPoint, Excel, and Outlook, and experience using workflow or project management tools such as Airtable, Smartsheet, or Asana
• Bachelor's degree or equivalent relevant professional experience

Physical Requirements and Working Conditions

• Available to work onsite in our Downtown Los Angeles-based office
• The majority of work will be conducted in an office setting, requiring extended periods of time using computers, phones, and other office equipment
• The LA28 office is an open floorplan working environment; employees must be able to work efficiently in an open cubicle environment
• Perform other duties as required; the role will evolve over time and may include other responsibilities during the Olympic and Paralympic Games

Expectations

• Highly organized and extremely detail-oriented with a proven ability to manage complex operational frameworks
• Ability to remain calm under pressure and find solutions in fast-paced environments
• Strong strategic problem-solving skills, with the capacity to make sound, logical decisions in fast-paced situations
• Highly collaborative, committed to co-creation, and driving shared solutions across diverse internal and external teams
• Self-starter with the initiative to define project roadmaps, proactively seek constructive feedback, and continuously evolving operational plans

Pay

The annual base salary range for this position is $88,000 - $105,000. The pay scale provided is the range that LA28 reasonably expects to pay as starting base compensation for this role. All LA28 compensation remains subject to final determination based on individual candidate qualifications, experience, or other reasonable criteria consistent with LA28's operational business needs and applicable law. LA28 does not provide relocation assistance.