Tour Operations Manager

2 weeks ago

London, Greater London, United Kingdom The FA Full time
Job Description

We are seeking a highly organized and experienced Tour & Retail Operations Manager to join our team at The FA. This is a unique opportunity to work in a dynamic and fast-paced environment, overseeing the operational delivery of the Wembley Stadium Tour and coordinating the day-to-day running of the stadium tour visitor experience.

Key Responsibilities:
  • Manage the day-to-day operations of the Wembley Stadium Tour, including visitor experience, routing, ticketing, admission, and signage.
  • Lead a small team of Tour Hosts, ensuring they are motivated and retained, and overseeing all aspects of rotas and scheduling.
  • Maintain and manage day-to-day front-of-house systems, including the ticketing system and photography equipment, and liaise with 3rd party suppliers as required.
  • Coordinate administration changes and updates to the online ticketing platform, including price changes, new offers and promotions, and calendar updates.
  • Ensure the entire tour route is clear of trips, slips and hazards in keeping with PEAPS standards, in readiness for opening.
  • Process monthly casual payroll and tour billing, and authorise and check the final banking and cashing up at the close of business as required.
  • 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, updates and maintain a high level of communication at all times.
  • Provide support on the recruitment and training of all Tour Hosts, ensuring duties are carried out in accordance with department and stadium policies at all times.
  • Execute additional tasks required to meet department and FA Group changing priorities.
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 Dept. that detail sales performance and revenues vs pre-set event forecasts.
  • Provide administrative support, including raising purchase orders and invoices, and tracking spend vs budget.
  • Provide support on wider retail projects, including OTR games that suppliers may choose to attend.
  • 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 in order to find efficiencies.
  • Experience managing relationships with 3rd party suppliers.
  • Ability to build lasting working relationships with internal and external stakeholders.
Desirable:
  • Knowledge of a stadium/tour environment.
  • Retail experience.
  • A good understanding of the sports market place, particularly football.
  • Familiar with e-ticketing systems.

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