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Tour Photos & Ticket Desk Assistant - Stamford Bridge, London

Employer
Chelsea FC
Location
Stamford Bridge, London
Salary
Competitive
Closing date
14 Jul 2022
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Tour Photos & Ticket Desk Assistant - Stamford Bridge, London

DEPARTMENT: Stadium Tour and Museum (Merchandise)

REPORTING TO: Stadium Tour and Museum Manager

JOB FUNCTION: To assist with the running of the front of house facilities within the department; including the Tours and Museum ticket desk, Museum reception desk and photo opportunity to ensure the department runs smoothly.

LOCATION: Stamford Bridge

CONTRACT: Permanent, 35 hours per week over any 5 out of 7 days per week

PLAY YOUR PART (Main Responsibilities):

  • To ensure the customer service is always at its highest standard.
  • Precise and efficient cash handling/end of day banking reconciliation.
  • Efficient and effective use of the booking system through all channels.
  • To maximise visitor’s having their photo taken at the photograph opportunities within the Museum and report if any of the equipment is not working to the correct standard.
  • Ensure all opportunities are taken to up-sell relevant product and official photo opportunities.
  • Assist with training new staff on front desk facilities and systems.
  • Record all third party/promotions in the correct manner and retain receipts when needed.
  • Ensure all procedures are followed when taking bookings.
  • Manage all stock levels on ticket desks/photo opportunity to the required standard and report to management when stock levels are low.
  • Have a good understanding of the tours procedures, contents, and policies.
  • Understand the terms and conditions of the Tours/Museum.
  • Be responsible for opening and closing of the front desk facilities & the running of them during opening hours.
  • Promote Chelsea FC and all its facilities during contact with visitors.
  • Ensure all areas of the front of house areas are fully stocked with required merchandise/marketing collateral.
  • Carry out the agreed breakdown and set-up of the required areas in accordance with Health and Safety Criteria and department guidelines.
  • Report any faults of equipment within the areas of work to management.
  • Office Administration duties regarding Stadium Tour bookings.
  • Train to be able to conduct stadium tours.

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 visitors’ expectations being exceeded, with no complaints.
  • All photos being taken to the required standard.
  • Successful administration of bookings and daily banking reconciliation.
  • Increased sales and visitor numbers and spend per head.
  • Tours and Museum desk to be clear and adhering to Health and Safety standards.
  • Areas of work to be presented to required standard.
  • Mystery shopper requirements being adhered to and achieving company’s targets.

PROUD TO BE CHELSEA (Person Specification):

Experience:

  • Previous experience of working in a leisure tourist attraction.

Skills and Behaviours:

  • Good understanding of the leisure and tourism industry.
  • IT skilled (Microsoft Excel, Microsoft Word, Microsoft Outlook).
  • Excellent communication and telephone skills.
  • Foreign languages spoken would be advantageous.
  • Excellent customer service.
  • Have a good understanding of general 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.

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