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Visitor Attractions Tour Guide
Tottenham Hotspur
Tottenham Hotspur is a world-famous football club based in London. On the pitch, the Club competes in the upper echelons of the English Premier League and is a regular participant in marque UEFA club competitions.
Job Posted- 18 Nov 2024
Status- Full Time
Location- England
Closing date- 6 Dec 2024
We are looking for a Visitor Attractions Tour Guide to join our team and bring our new Stadium to life.
Visitor Attraction Tour Guides are responsible for working across all Visitor Attractions, delivering a range of stadium experiences, and supporting other aspects of the visitor experience, including but not limited to, welcoming, ticketing, photography sales and preparation of tour areas. Tours take place from the Tottenham Experience, a state-of-the-art Visitor Attractions Hub and retail space launched as part of the Club’s Stadium development.
Tottenham Hotspur Stadium Tours are delivered through a combination of a newly launched Multimedia device, alongside our passionate and knowledgeable team based in positions on the Stadium Tour Route. We are looking for people who are passionate about storytelling with the ability to captivate fans and visitors, delivering outstanding experiences to all. Training is provided, so while direct guiding experience and being a Spurs fan is a bonus, if you have a passion for people and have the relevant skills, being a Visitor Attractions Tour Guide with us could be the role for you. We have recently launched Tottenham Hotspur Legends Tours and are due to launch VIP Tours and other additional tours soon, and we require engaging and passionate guides to deliver a memorable experience for our guests. Visitor Attraction Tour guides are expected to be pro-active in the upselling of tickets across all attractions, as well increasing merchandise and souvenir photo sales, and any other reasonable duties that may be needed to deliver an exceptional customer experience. You will be expected to identify any operational problems before they escalate and resolve any customer queries confidently and professionally.
JOB PURPOSE:
Visitor Attraction Tour Guides are responsible for a world class fan and visitor experience, supporting and delivering the stadium tours and all aspects of the visitor attractions experiences including, ticketing, photography, and preparation of the tour areas.
KEY RESPONSIBILITIES:
- Support the delivery of all operations, across Stadium Tours (in both self-guided or guide-led experiences) or any other Visitor Attraction, delivering experiences to a diverse and large audience of fans and visitors.
- Deliver guided stadium tours across a range of experiences, including Legends, Schools, and specialist interest tours.
- Provide best in class customer experience throughout all touch points of the visitor journey.
- Develop and maintain knowledge of Tottenham Hotspur Football Club, the Tottenham Hotspur Stadium and Tottenham Experience and to be an ambassador for the Club and all stakeholders.
- Operate ticketing systems, selling tickets, amending bookings, and checking visitors into the visitor attractions.
- Operate photography equipment throughout the attractions taking pictures of visitors throughout key locations.
- Operate photography sales systems to generate revenue and achieve sales targets though upselling photo packages, as well as tickets, merchandise and promoting the visitor attractions.
- Ensure the tour route and visitor attractions are presented to the highest standard, clear of litter, clutter and anything that could detract from the experience.
- Responsible for opening and closing of the attractions, including final checks, and locking up when needed.
- To promote and advise on other Club products including retail, ticketing, hospitality.
- Deliver other tours relevant to the Tottenham Hotspur Stadium.
- To carry out other related duties that may reasonably be required including covering for absent staff during holidays and sickness.
- Responsible for the safety and security of all visitors throughout the visitor attractions including evacuating groups in an emergency.
PERSONAL ATTRIBUTES:
- Thinks ahead, generates innovative ideas.
- Values & respects others, builds relationships, collaborates.
- Gets things done, delivers to highest of standards, takes responsibility.
- A proactive, friendly, and flexible approach.
- Strong team player with the ability to build and maintain excellent working relationships with internal and external stake holders.
- Reliable, punctual, and flexible with the ability to cover tours or other operational needs at short notice.
- High standards of presentation.
SKILLS AND EXPERIENCE:
- Excellent communication skills with the confidence to speak to large groups.
- Excellent customer service skills, with drive to consistently deliver the highest standards.
- Ability to remember facts, figures, events and to present information in an interesting and engaging way.
- Good literacy and IT skills.
Safeguarding is fundamental to the success in all that we do. Whilst this role does not require a DBS check, successful candidates are to be reminded that we may review the role and the requirements at a later date which could result in various background and DBS checks.
Tottenham Hotspur Football Club welcomes applications from anyone regardless of age, disability, race, or ethnic and national origins, religion or belief, or sexual orientation.
How to Apply
Please click “Apply Now” to begin your application.