Stadium Tour Guide

Role: Stadium Tour Guide

Client: West London Premier League Football Club

Location: West London (required on site)

Work Type: Shift work

We have an amazing opportunity available to join a prestigious West London Premier League Football Club. We’re looking for 30x Tour Guides at this renowned club where you will have the chance to immerse visitors in the rich history and culture of the club, providing an unforgettable experience for fans and enthusiasts alike.If you are passionate about football, history, and delivering exceptional customer service, this position offers a unique opportunity to showcase your skills and knowledge in a dynamic and engaging environment. Join us in sharing the legacy and success of this iconic football club with visitors from around the globe.

PLAY YOUR PART (Main Responsibilities):

• Delivery of the Stadium Tour and other selected tour and museum products and experiences.
• Demonstrate excellent levels of guest service throughout all museum and retail touchpoints including welcoming guests with a smile on arrival at the museum centre, capturing and selling photography/guidebook packages and proactively interacting with guests in the museum pre/post tour.
• Tour verbal delivery must be positive, align with club messaging and be always representative of our club values.
• Maintaining a strong working knowledge of current club activities, activations and campaigns including our men’s and women’s teams, partnerships and community.
• Promote all retail and F+B facilities while also promoting the club’s social channels including free Wi-Fi, 5th Stand app and data capture,
• Carry out the agreed breakdown and set-up of the stadium tour route and museum (in accordance with Health and Safety Criteria) pre and post home matchdays.
• Report any faults of equipment within the Tour Route or Museum to management.
• Process all photography related purchases within both the Museum and Megastore through the Vega/Image Insight and Clover payment systems.
• Demonstrate excellent level of radio communications. All colleagues should always carry a radio with them and be contactable throughout the shift.
• Provide 'support’ duties to stadium tours ensuring that tour group remains contained throughout the experience while regularly conducting headcounts/bag checks and location 'sweeps’ for security purposes.
• On matchdays, provide hospitality services within the museum.
• Handle all club items - including silverware and artefacts from the museum - with great care and using lifting equipment where necessary.

DO THE RIGHT THING (Our Expectations):

• To demonstrate and live by the club’s values; Here to Win, Be Brave, Do the Right Thing, Play Your Part, Many Teams, One Club and Proud to Be
• To adhere to the club’s policies and procedures, including Health & Safety, Financial Authorisation, Confidentiality and GDPR.
• To act as an ambassador for diversity, equality, and inclusion, and demonstrate a positive commitment by treating others fairly in line with our Equality, Diversity & Inclusion Policy and reporting any acts of discrimination through appropriate channels
• To create a safe environment and act to protect all young people and vulnerable adults that are either in your care or attending club premises, and report any concerns to the Safeguarding Lead
• To report any misconduct or suspected misconduct to the HR Department

HERE TO WIN (Measures of Performance):

• Demonstrating highest levels of guest service throughout all tour and museum touchpoints. This would include open body language, smiling, using a personalised greeting, interactions with 'openended’ questions and possessing the requisite product/facility knowledge.
• All tours being run within set time guidelines (60 mins for Stadium/VIP Tours, 90 minutes for Classic/Legends Tours) and to club/department standards receiving online compliments and no complaints.
• All verbal content delivered in the Tour or within the Museum to be concise, informative, statistically accurate and aligned with club values and communications.
• Ensuring staff are following the running order to ensure they are at the correct location at the correct time.
• All photography capture taken to the required standard.
• Tour route and Museum to be clean and tidy and adhering to Health and Safety standards.
• Increased sales and visitor numbers and spend per head by upselling photography/retail.
• Demonstrating adaptability to meet the needs of the business at super-peak periods or when the tour/museum product is altered by external factors.
• Demonstrate safe and secure working standards by using a radio correctly and ensuring it is always audible and colleagues are always contactable.
• Excellent personal appearance ensuring uniform is ironed, presentable and only wearing items issued by the club.

Skills and Behaviours:

• Excellent guest service values and delivery
• Excellent communication skills
• Able to work weekends.
• Confident public speaker
• Foreign languages spoken would be advantageous.
• Good understanding of the history/current events surrounding the club
• Understanding of the leisure and tourism industry
• IT skilled (Microsoft Excel, Microsoft Word, Microsoft Outlook)
• Good understanding of basic Health and Safety

If you meet the criteria and are passionate about delivering exceptional visitor experiences, apply now to be a part of our dynamic team!

Please apply to be considered