Tour Operations Manager

3 weeks ago

London, Greater London, United Kingdom The Football Association Full time
Job Title: Tour & Retail Operations Manager

We are seeking a highly organized and experienced Tour & Retail Operations Manager to join our team at The Football Association. As a key member of our operations team, you will be responsible for managing the day-to-day operations of the Wembley Stadium Tour and coordinating the retail operation on event days.

Key Responsibilities:
  • Manage the operational delivery of the Wembley Stadium Tour, including visitor experience, routing, ticketing, admission, and signage.
  • Oversee the casual Tour Hosts, ensuring they are motivated and retained, and manage all aspects of rotas and scheduling.
  • Maintain and manage day-to-day front-of-house systems, including the ticketing system and photography equipment.
  • Coordinate administration changes and updates to the online ticketing platform.
  • Ensure the entire tour route is clear of hazards before opening.
  • Process monthly casual payroll and tour billing.
  • Authorise and check the final banking and cashing up at the close of business.
  • Manage internal stakeholder relationships with the Stadium Operations, Security, and Health & Safety teams.
  • Manage third-party relationships, including e-ticketing, on-site photography, and call centre.
  • Organise and hold regular team meetings to share department information and updates.
  • Provide support on the recruitment and training of all Tour Hosts.
Additional Responsibilities:
  • Provide support with the event day retail operation, working directly with Wembley Stadium operations and 3rd party vendors.
  • Attend Event Day Pre-Briefings on behalf of the Retail team.
  • Oversee retail accreditation and wristband requests and internal orders for retail products.
  • Work with 3rd party vendors to provide timely post-event reports to Finance.
  • Provide administrative support, including raising purchase orders and invoices.
  • Help identify and exploit new revenue opportunities for The FA.
Requirements:
  • Tourism and leisure experience.
  • Proven experience in a relevant level operations role within a large footfall visitor attraction.
  • Familiar with safety and operational guidelines.
  • Experience in leading a small team and/or a casual pool, continuously improving the customer experience.
  • Highly organised.
  • Strong problem-solving and dealing with live customer issues.
  • Ability to lead change and process improvement to find efficiencies.
  • Experience managing relationships with 3rd party suppliers.
  • Ability to build lasting working relationships with internal and external stakeholders.
What We Offer:
  • A competitive salary.
  • Great opportunities to develop and grow in your role.
  • Access to event day tickets at Wembley Stadium.
  • Free, nutritious lunches.
  • Free private medical cover.
  • A contributory pension scheme.
  • An additional Thank You days leave, volunteering days, and 25 days annual leave.

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