The Cluster Manager will be responsible for overseeing the project planning, contract management, mobilization, operational delivery, and demobilization of all catering services for the Official Hospitality Programme across multiple stadiums in the designated Cluster during the FIFA Club World Cup™.

During the planning phase, the Cluster Manager will lead the stadium operations teams while managing multiple commercial catering contracts across the designated stadiums, while assisting in the development and implementation of the catering strategy and concept of operations.

As the project progresses into the operational phase, the role may evolve into an operational leadership position at venue level, overseeing the site-specific management of hospitality catering operations, catering service providers, and the venue operations team. Essential qualifications for this role include experience in event catering, strong project management skills, and flexibility in working hours.

Key Tasks and Responsibilities

Planning Phase

• Lead the catering operational planning for the commercial hospitality programme across assigned stadiums.
• Ensure the consistent delivery of high-quality menus and services that meet the pre-agreed standards, aligning with world-class hospitality experience for major sporting events.
• Provide Catering Service Providers with all necessary information, space, infrastructure, and access to meet their contractual obligations.
• Develop and implement consistent policies and procedures, ensuring compliance with BEYOND’s contract terms, policies, and local regulations.
• Collaborate with senior department members, as well as Technical Operations and Guest Services teams, on FOH and BOH space allocations, planning, infrastructure, utilities, and equipment layout to ensure fully functional catering spaces.
• Develop operational narratives for each catering space and provide necessary documentation to obtain licenses, permits, and approvals from government and tournament stakeholders.
• Define and implement standard operating procedures for each product and location in partnership with catering service providers.
• Develop a deep understanding of the hospitality products offered and recommend opportunities to enhance the guest experience through improved operational delivery.
• Design and develop essential operational collateral, including daily run sheets, operational plans, policies, and procedures for Venue Managers and Floor/Supervisors.
• Collaborate with the senior catering team to lead the overall culinary strategy, planning, and operations across the designated stadiums, ensuring critical culinary deliverables are met in partnership with Catering Service Providers.
• Ensure Catering Service Providers adhere to culinary programme planning and operational delivery requirements throughout the project, ensuring seamless implementation and management of the culinary supply chain, mobilization, operations, and de-mobilization.
• Assist with beverage planning across the designated stadiums.
• Ensure consistent beverage consumption and reconciliation policies and procedures are followed across the designated venues.

Operational Phase

HR & Team

• Manage, mentor, and motivate the Venue Operations Teams at designated venues, including both direct staff and contractors.
• Lead daily briefings with the Catering Operations Team and conduct post-match debriefs to assess performance and address any issues.
• Foster a positive team culture that encourages collaboration and mutual support among all team members.
• Provide guidance as needed to ensure the temporary workforce’s training plans meet pre-agreed standards.
• Maintain welfare standards for both the venue team and contractor workforce, ensuring they meet established guidelines.

Project Management

• Oversee key timelines, milestones, and deliverables for the commercial hospitality project, ensuring progress is tracked and deadlines are met for all designated tasks and workstreams.
• Lead meetings on behalf of the Catering Department, representing its interests with Catering Service Providers, relevant stakeholders, and clients/partners.
• Ensure Catering Service Providers comply with national and local laws, as well as international regulations related to Health and Safety, Food Safety, and Hygiene standards within the catering industry.
• Assist in the development and delivery of workshops and educational sessions for Catering Service Providers, fostering streamlined communication and inter-stakeholder collaboration.
• Provide regular progress reports on the ongoing projects, highlighting monthly activities and developments.

Stakeholder Management

• Cultivate and maintain strong professional relationships with all relevant stakeholders involved in the planning, production, and operations of the Official Hospitality Programmes catering services.

Management of Catering Service Provider

• Ensure Catering Service Providers have all necessary information, space, infrastructure, and access to fulfill their contractual obligations.
• Serve as the primary point of contact between Catering Service Providers in the designated stadiums, internal departments, and external stakeholders.
• Ensure compliance with contract terms, policies, procedures, and local regulations.
• Monitor and coordinate the work of Catering Service Providers across the designated stadiums to ensure full adherence to contract obligations and scope of work.
• Lead daily briefings and post-match debriefings with Catering Service Providers, including providing updates and resolving issues.
• Ensure the consistent delivery of menus and services to the highest pre-agreed standards, maintaining a level of excellence suitable for world-class major sporting event hospitality.

Mobilization & Bump In

• Oversee the handover and handback process of catering spaces at the designated stadiums at the start and end of the Exclusive Use Period.
• Ensure all contractor groups adhere to necessary policies and procedures for stadium access, including workforce accreditation, vehicle permits, and compliance with MDR ‘6 Keys to the Gate’ guidelines.
• Coordinate the bump-in process for all contractor groups, ensuring spaces and equipment are completed on schedule and properly handed over between third parties following the correct procedures.

Issue Resolution & Crisis Management

• Deal with customer complaints within the parameters of the prescribed complaint management process, managing client expectations and any confrontational issues that may arise.
• Coordinate communication between Catering Service Provider and relevant tournament stakeholders and other contracted service providers and key internal departments.
• Escalate issues to the HQ Catering Team that can’t be resolved on the venue or may have a wider impact on other venues or other departments.
• Ensure the CSPs have maintenance standby teams available at venues and easily contactable during all operational periods.
• Ensure all pre-event risk assessments, Health & Safety, Food Safety checks and Allergen Management checks are carried out.
• Proactively troubleshoot quality and service issues before they escalate to customer complaints. Manage any complaints at the moment and close out such potential issues on the spot.

Reporting

• Establish efficient reporting systems for Hospitality venue teams.
• Ensure the fulfillment of any prescribed reporting requirements established by the Project team and/or tournament stakeholders at the stadiums and during Exclusive Use Period.
• Ensure the execution and consolidate all daily readiness reports, catering match day operational service reports, KPI reports as well as any reconciliation and consumption reports.
• Ensure the regular execution and follow up of Issue logs and risk assessments across the designated stadiums.

Post-event

• Conduct debriefs with teams and Catering Service Providers (CSPs), and assist with invoicing and account reconciliation, including cross-checking CSP invoices, paid invoices, and resolving discrepancies.
• Address any outstanding issues and ensure their resolution.
• Prepare an internal debrief report and consolidate costs.

Education/Experience

• Bachelor's degree in hospitality management or a related field (or equivalent work experience) is preferred.
• Experience with program management of large-scale events – multi-event venues.
• Experienced project management.
• Strong skills in Microsoft Office Suite – Very skilled with Word, Excel, PowerPoint presentations, and modern design and space managing software (e.g., DWG).
• Proven experience in producing and managing large-scale events, major events, or similar roles within the hospitality industry and others.

Professional Skills

• Strong knowledge of customer service principles and practices, with a focus on providing an exceptional guest experience.
• Excellent communication and interpersonal skills to effectively interact with guests, staff, and management.
• Exceptional organizational and multitasking abilities to handle multiple priorities and ensure smooth operations of the catering operations.
• Demonstrated leadership skills to supervise and motivate a team of managers, assistant managers, sub-contractors, and service providers, setting performance expectations and providing guidance and support.
• Proficient in using software of management systems, and other relevant technology to efficiently manage all aspects of the job.
• Familiarity with catering operations and design, guest flows, including knowledge of food and beverage management for large-scale events.
• Strong problem-solving and decision-making skills to handle complaints, lack of staff, last-minute demands from diverse stakeholders, and any issues that may arise during the catering operation and after.
• Flexibility to work in a dynamic and fast-paced environment, including evenings, weekends, and holidays as required by the operation of the hospitality program.
• Attention to detail to ensure accuracy in food presentation, standard operations across venues, buffet assignments, and other administrative tasks related to the catering program.
• Knowledge of health and safety regulations and a commitment to ensuring a safe and clean environment for guests and staff.

Physical Work Environment

• Hybrid/Office.
• Travel 90%.
• Work will be performed in diverse settings and at the event location: inspection, meetings with technical & operations team, CSPs, staff, service providers, etc.
• Manual dexterity in using a laptop and will be in front of a computer screen/monitor.
• A lot of walking, standing for long periods of time when at the venue site.

Please note: This role is open to U.S. residents or individuals with the right to work in the U.S. only. We do not offer visa sponsorship or facilitate visa transfers.

Beyond Hospitality Group Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We also participate in E-Verify.

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