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Head of Delivery | Shell, Chelsea Football Club & Warner Music
Role: Tour Guide (Saturday work)
Location: Stamford Bridge, Fulham (must be local)
Client: Leading Football Organisation
This role would require the person on site at the grounds due to the nature of this work.
Main Responsibilities
1. Delivery of the Stadium Tour and other selected tour and museum products and experiences.
2. 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.
3. Tour verbal delivery must be positive, align with club messaging and be always representative of our club values.
4. Maintaining a strong working knowledge of current club activities, activations and campaigns including our men’s and women’s teams, partnerships and community.
5. Promote all retail and F+B facilities at Stamford Bridge while also promoting the club’s social channels including free Wi-Fi, 5th Stand app and data capture.
6. 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.
7. Report any faults of equipment within the Tour Route or Museum to management.
8. Process all photography related purchases within both the Museum and Megastore through the Vega/Image Insight and Clover payment systems.
9. Demonstrate excellent level of radio communications. All colleagues should always carry a radio with them and be contactable throughout the shift.
10. 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.
11. On matchdays, provide hospitality services within the museum.
12. Handle all club items – including silverware and artefacts from the museum – with great care and using lifting equipment where necessary.
Measures of Performance
1. 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 ‘open ended’ questions and possessing the requisite product/facility knowledge.
2. 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.
3. All verbal content delivered in the Tour or within the Museum to be concise, informative, statistically accurate and aligned with club values and communications.
4. Ensuring staff are following the running order to ensure they are at the correct location at the correct time.
5. All photography capture taken to the required standard.
6. Tour route and Museum to be clean and tidy and adhering to Health and Safety standards.
7. Increased sales and visitor numbers and spend per head by upselling photography/retail.
8. Demonstrating adaptability to meet the needs of the business at super-peak periods or when the tour/museum product is altered by external factors.
9. Demonstrate safe and secure working standards by using a radio correctly and ensuring it is always audible and colleagues are always contactable.
10. Excellent personal appearance ensuring uniform is ironed, presentable and only wearing items issued by the club.
Qualifications
* None
Experience
* Previous experience of being a tour guide or related experience (ideal)
Skills and Behaviours
* Excellent guest service values and delivery
* Confident public speaker
* Foreign languages spoken would be advantageous.
* Good understanding of the history/current events surrounding the football club
* Understanding of the leisure and tourism industry
* IT skilled (Microsoft Excel, Microsoft Word, Microsoft Outlook)
* Good understanding of basic Health and Safety
£14.85 per hour
Shifts
* 7.5 Hour shifts
* Early Shift – 9am – 5pm
* Later shift – 10am – 6pm
* Late shift – 11am – 7pm
We will still be asking candidates to create a ‘Pre-Screening’ Video, if successful they will be invited to either Assessment days. This is something new for this year as the team believes that this adds an extra layer to the Recruitment Process meaning they will get a true feel for someone’s character.
There will be 2 Assessment Centres, one will be held in the Morning, and one held in the Evening to accommodate the applicants that may be at university or working. They will be held on different days, please see dates below:
* Thursday 13th March at 10am
Please apply to be considered for this role.
Seniority level
Internship
Employment type
Contract
Job function
Customer Service
Industries
Staffing and Recruiting, Entertainment Providers, and Spectator Sports
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