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Stadium Tour and Museum Guide

3 months ago

London, Greater London, United Kingdom Chelsea FC Full time

Stadium Tour and Museum Guide - Stamford Bridge, London

DEPARTMENT: Tours

JOB FUNCTION: To conduct stadium tours and assist with all operational aspects of the Tours and Museum.

LOCATION: Stamford Bridge

CONTRACT: Part-Time 22.5 Hours rostered over a 7-day week, the majority of hours available at weekends and peak periods.

PLAY YOUR PART (Main Responsibilities):

  • Operation of all stadium tours including the Classic Tour, Educational Tours, VIP Tours, Legends Tours and any other premium experiences.
  • Process all Stadium Tour and Museum related bookings/purchases on the Sports Fusion booking system in the correct and efficient manner. This also includes 'rescheduling' and 'checking in' visitors.
  • All tours being delivered at the right level to ensure visitors exceed their expectations of their visit.
  • Promote Chelsea FC and all its facilities during the Tour.
  • Ensure all opportunities are taken to up-sell merchandising and official photo opportunities within the Museum.
  • Ensure all areas of the front of house areas are fully stocked with required merchandise/marketing collateral and report to management where stock shortages are found.
  • Meet and greet all visitors to ensure customer service standards are met from the first point of contact and assist with queue management
  • Carry out the agreed breakdown and set-up of the stadium tour route (in accordance with Health and Safety Criteria)
  • Carry out the agreed breakdown and set-up of the Museum route (in accordance with Health and Safety Criteria)
  • Report any faults of equipment within the Tour Route or Museum to management.
  • Assist the Stadium Tours FOH Operations Lead with the running of all front-of-house elements of the Tour/Museum operation including opening/closing the museum centre and museum
  • Process all photography related purchases within both the Museum and Megastore through the Vega/Image Insight and Clover payment systems.

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 Chelsea
  • 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):

  • All tours being run within set time guidelines (60 mins for Stadium/VIP Tours, 90 minutes for Classic/Legends Tours) and department standards, receiving compliments and no complaints
  • All photos being taken to the required standard
  • Tour route and Museum to be clean and tidy and adhering to Health and Safety standards
  • All content delivered in the Tour or within the Museum to be concise, informative and statistically accurate
  • Tour and Museum advertised information to be accurate at the times of tours being run.
  • Increased sales and visitor numbers and spend per head
  • Successful administration of bookings.
  • Demonstrate safe and secure working standards by using a radio correctly and ensuring it is always audible.
  • Excellent personal appearance ensuring uniform is ironed and presentable

PROUD TO BE CHELSEA (Person Specification):

Qualifications:

  • None

Experience:

  • Previous experience of being a tour guide or related experience.

Skills and Behaviours:

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

Chelsea FC and the Foundation is fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups). We therefore require all successful applicants to complete a DBS Check prior to starting employment. Depending on the role, successful applicants may also be required to undergo other child protection screening where appropriate.

This Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary over time according to the changing needs of the Club.