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Tour Guide - London

Employer
Chelsea FC
Location
Fulham, London
Salary
Competitive
Closing date
20 Aug 2018

Tour Guide (Stadium / Museum Tours) - London

Reporting to: Tours and Museum Assistant Manager

Department: Tours

Hours: Hours are rostered over a 7 day week, the majority of hours available at weekends.

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

Interview process: All shortlisted applicants will be invited to attend an assessment centre the week of the 27th of August.

Main Responsibilities:

  • Operation of all stadium tours and museum admissions to the required standard
  • 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 Supervisor with the running of all front of house elements of the Tour/Museum operation.
  • Process all Stadium Tour and Museum related bookings/purchases on the booking system in the correct and efficient manner.
  • Operation of Children’s Birthday Parties to the required standard

 

Measures of Performance:

  • All tours being run within set time guidelines and department standards, receiving compliments and no complaints
  • Achieving company Mystery shopper standards
  • 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 and daily banking going to finance

Person Spec:

  • Able to work weekends
  • Previous experience of being a tour guide or related experience
  • 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 
  • Previous experience of working with young people

 

Chelsea Football Club, Academy and the Foundation are fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups) that are in our care or attending our premises. Applicants must be willing to undergo child protection screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service.

The Employee must ensure a positive commitment towards equality and diversity by treating others fairly and not committing any form of direct or indirect discrimination, victimisation or harassment of any description and to promote positive working relations amongst Employees and customers.

The above 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.

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