Visitor Attractions Team Leader

Job description

Founded in 1882, Tottenham Hotspur Football Club is an English Premier League Club, based in North London.

Led by the late great Bill Nicholson, the Club became the first in England to win the League and FA Cup Double in 1961, and the first in the UK to win a European Trophy two years later. Spurs has since been home to some of the game’s great entertainers, including Jimmy Greaves, Glenn Hoddle, Paul Gascoigne, David Ginola, Gareth Bale, Heung-Min Son and Harry Kane.

In April 2019, the Club opened an iconic new stadium that sits at the heart of a £1billion sport-led regeneration of North Tottenham. The stadium is the largest football club stadium in London and is a multi-use venue with the ability to host a variety of events 365 days a year, including NFL, boxing, rugby, concerts, and other major events, plus visitor attractions including Stadium Tours and the Dare Skywalk.

The stadium development scheme has to date created more than 4,000 new jobs for local people, with circa £300m pumped into the local economy each year.

Tottenham Hotspur has:

• A clear strategy to develop talent from within its Academy, showcased by a strong track record of Academy players graduating to the first-team squad.
• A £100m state-of-the-art Training Centre that supports the Club’s ambition to attract, develop and retain the best talent.
• Commercial partnerships with globally recognised brands including AIA Group Limited (AIA), one of the world’s leading providers of life insurance services, and Nike, the world’s leading sports footwear and apparel company.
• A commitment to minimizing its environmental impact across Club operations, being named as the greenest in the Premier League for the past three years. Tottenham Hotspur is a signatory of the UN Sports for Climate Action Framework, committing to halve carbon emissions by 2030 and become net zero carbon by 2040.
• An award-winning Foundation that is renowned for creating opportunities to help enhance the lives of people in its local community through education, employment, health, and social inclusion programmes.

Off the pitch, the Club has a strong and successful business model centered around building a platform for long-term success. This model includes the brand-new world-class stadium which opened in March 2019 and a suite of new Visitor Attractions, including Tottenham Hotspur Stadium Tours and The Dare Skywalk which opened August 2020.

The Visitor Attractions Team Leader will aim to deliver the successful operational running of the visitor attractions, ensuring best-in-class experiences are delivered across all products. To maximise all onsite sales, including ticketing, conversation, and add on products, actively reduce, and manage operational costs. Lead and manage a large workforce of contracted and casual members of staff, ensuring they are equipped, trained, and motivated to deliver within their roles.

KEY RESPONSIBILITIES:

• Deliver and manage the daily operations across all visitor attractions, ensuring best in class experiences are delivered.
• Lead the visitor attractions delivery teams, Tour Guides and Hosts, to deliver within their roles, provide coaching, direction, training, and support to ensure they are highly motivated, trained and have the skills and knowledge to succeed.
• Line management of a team of Tour Guides and Hosts.
• Pro-actively manage and be a lead user for all visitor attractions systems which support the operations, including ticketing, sales, and rostering software.
• Develop and implement all operational procedures and policies including writing and developing formal documentation including SOP’s and risk assessments.
• Proactively build strong working relationships across the Club, liaise closely with all departments, communicate visitor attractions updates, and ensure the attractions can deliver successfully alongside other Club priorities.
• Build strong working relationships with third party suppliers, proactively work with them to ensure the attractions are supported and can run effectively.
• Support in the delivery of revenue targets, particularly onsite sales, and conversion. Actively track sales, implementing strategies to achieve and exceed targets.
• Lead the teams to deliver onsite revenue targets, monitor, coach, and feedback on performance, ensuring information is shared and targets are actively worked towards.
• Proactively manage operating costs, develop efficiencies while reducing costs.
• Drive service levels, actively monitor NPS and review and implement improvements.
• Lead on recruitment and training of all Tour Guides and Hosts, develop robust clear and ongoing training plans to ensure all teams are working to and delivering at the expected standard.
• As directed by the Visitor Attractions Manager lead on an individual area of focus which contributes to the success of the visitor attractions.
• Promote and embody the ‘Spurs Way’ culture and way of working.
• Ensure the attractions are compliant in all relevant regulations i.e. First Aid, Fire Regulations, H&S, etc. and the team are appropriately trained within this area.

• This role requires working 5 days out of 7, including match days, weekends, and school holidays. Shift lengths vary depending on the needs of the business, shifts include early starts and evenings.

PERSON SPECIFICATION:

• Leads by example, embodies the Spurs Way values and is a culture creator.
• Values & respects others, builds relationships, collaborates
• Gets things done, delivers to highest of standards, takes responsibility
• Able to build excellent relationships with a large and diverse workforce
• Able to build and maintain excellent working relationships with internal and external stakeholders
• Flexible approach to working hours
• Able to solve complex or pressured situations in a calm and effective manner
• Thrives in a fast-moving environment
• Strong organisational skills and attention to detail

SKILLS AND EXPERIENCE:

• A background within the Visitor Attractions industry at a supervisor or assistant management level
• Proven experience delivering excellent levels of customer experience
• Working knowledge of ticketing systems
• Demonstrable ability to carry out detailed tasks with minimal direction or supervision
• Proven skills in leading, inspiring, influencing and managing a team or customer service focussed staff
• Proven success and awareness within employee relations and equality and diversity
• Demonstrable ability to make quick decisions in a fast-paced environment
• Proven track record of raising standards and overseeing the delivery of exceptional customer experiences

Safeguarding is fundamental to the success in all that we do. Whilst this role does not require a DBS check, successful candidates are to be reminded that we may review the role and the requirements at a later date which could result in various background and DBS checks.

Tottenham Hotspur Football Club welcomes applications from anyone regardless of age, disability, race, or ethnic and national origins, religion or belief, or sexual orientation.

To apply for the vacancy please click the ‘apply’ button below.