Guest Services Leader | USA Pavilion, Expo 2027 Belgrade

Guest Services Leader | USA Pavilion, Expo 2027 Belgrade Application Deadline: 1 October 2026 Department: Operations & Delivery Employment Type: Fixed Term Contract Location: United States of America Reporting To: Senior Venue Manager and Venue Managers Description Expo 2027 Belgrade, a Bureau of International Expositions (BIE)-recognized World Expo, will take place in Belgrade, Serbia, from May 15 to August 15, 2027, under the theme "Play for Humanity – Sport and Music for All." Bringing together more than 100 countries and millions of visitors, the Expo will serve as a global platform for cultural exchange, innovation, and international collaboration. The USA Pavilion will be a flagship destination at Expo 2027, welcoming visitors from around the world through immersive experiences, dynamic programming, and interactive storytelling. Inspired by the Expo theme, the Pavilion will showcase American creativity, innovation, music, sport, and culture while highlighting the power of connection, collaboration, and people-to-people engagement. The Guest Services Leader for the USA Pavilion at Expo 2027 Belgrade will serve as a leader for the pavilion’s team of Pavilion Hosts, acting as a shift supervisor, guide and experience ambassador at the USA Pavilion. This role requires an individual who is dynamic and engaging with visitors, sharing the story of the USA Pavilion, fostering cross-cultural connections, and ensuring alignment with the pavilion’s mission and objectives. The ideal candidate will have the ability to effectively manage a team, while assessing and responding to shifting priorities in real time, embodying a friendly and calm energy for our visitors and staff. The nature of Expo operations requires a collaborative and flexible working environment across all areas of the USA Pavilion. While each team member will have a defined role and primary responsibilities, all staff may be required to support additional operational functions as needed to ensure the successful delivery of the Pavilion experience. This may include assistance across programming, VIP visits and protocol, cultural performances, food and beverage operations, hospitality, venue management, guest services, staffing coordination, special events, and other operational activities. Due to the live-event nature of the project, support may occasionally be required with limited notice, and all team members are expected to contribute proactively, professionally, and collaboratively to the overall success of the Pavilion. Key Dates Start Date 1-May-27 Move-In 1-May-27 End Date 18-Aug-27 Move-Out 21-Aug-27 The role will be based in Belgrade, Serbia during this period. Working for Trivandi means the opportunity to work on the world’s most iconic projects in a supportive, people-first environment with colleagues who are passionate, collaborative and love what they do. Our culture is grounded in trust and fulfilment, with a shared passion for achieving excellence, whilst having fun. We’re dedicated to ensuring that every team member’s voice is heard and valued, enabling Trivandi to be shaped and grown by the people within it. Together, we keep our shared values at the heart of everything we do: Passion : We love what we do and care passionately about achieving great outcomes with our partners. Trust & Quality: We are trusted to consistently deliver to the highest international standards and professional ethics. One Team : We are a close-knit team and know that our best work is done together. We care for each other, always putting people first, enabling us to deliver our best work. Always Evolving : We don't stand still. We strive to make each project better than the last, daring to challenge what's gone before, in our quest for innovation and improvement. Key Responsibilities Team Leadership | Strong ability to motivate and lead a team of Pavilion Hosts. Foster a positive work environment and serve as a first escalation point to resolve conflicts. Shift Management | Manage team assignments and breaks, ensuring floor staffing is always adequate to safely and effectively operate the pavilion. This role also must ensure that accurate attendance, rostering and reporting is always maintained. Communication | Exhibit excellent interpersonal skills to resolve conflicts and provide constructive feedback. Visitor Experience Support | Deliver exceptional service by assisting with visitor inquiries, guiding tours (when necessary), and supporting interactive exhibits and programming. Training | This role will perpetually be training Pavilion Hosts and addressing new ways to be efficient and also respond to changes from the Expo organizers as well as the USA Pavilion Operations. Wayfinding & Guidance | Welcome visitors and provide directions to guide them through exhibits, while managing queues and crowds in and around the pavilion. Cultural Engagement | Foster meaningful interactions with international visitors, encouraging cultural exchange and positive visitor experiences. Compliance and Protocol | Ensure adherence to Expo regulations, pavilion policies, and cultural protocols while interacting with visitors and stakeholders. Cultural Sensitivity | Ensure all interactions, events, and communications respect cultural sensitivities and reflect positively on the USA Pavilion. Emergency Readiness | Clear understanding of all emergency procedures, ensuring preparedness to execute procedures to assist visitors and lead staff in crisis situations or unexpected events. Skills, Knowledge and Expertise Required Skills & Qualifications English Speaking (C1 of Native) Fluency in additional languages is a plus Strong leadership skills with experience managing operations, planning for changing situations, training teams, and fostering accountability and ownership among staff. Excellent interpersonal and relationship-building skills with the ability motivate and collaborate with people from varied backgrounds and experiences while maintaining a calm, positive and professional approach. Strong written and verbal communication skills, with emotional intelligence and cultural awareness across different audiences and environments. Flexible, adaptable, and open to feedback in a fast-paced and evolving project environment. Resourceful, proactive, and solution-oriented, with the ability to manage shifting priorities effectively. Demonstrates professionalism, integrity, honesty, and respect at all times. Preferred Qualifications: Expo or Exhibition/Experiential Build or Volunteering Experience preferred Serbian Speaking (Not Required but viewed favorably) Benefits All staff relocating to Belgrade will be provided with a compensation and benefits package indicative of the role they are serving as well as their experience level. The final details of this will be discussed within the final stages of the interview process. #J-18808-Ljbffr Trivandi Ltd