Responsibilities:Deliver the Stadium Tour and selected tour and museum products/experiences.Demonstrate excellent guest service at all museum and retail touchpoints by greeting guests with a smile upon arrival, capturing and selling photography/guidebook packages, and proactively engaging with guests before and after tours.Ensure tour presentations are positive, align with club messaging, and consistently represent our club values.Maintain a strong working knowledge of current club activities, activations, and campaignsincluding those involving our mens and womens teams, partnerships, and community initiatives.Set up and break down the stadium tour route and museum in accordance with Health and Safety guidelines, both before and after home matchdays.Report any equipment faults along the tour route or in the museum to management.Process all photography-related purchases in both the Museum and Megastore using the Vega/Image Insight and Clover payment systems.Demonstrate excellent radio communication skillsensuring you and your colleagues are always contactable throughout your shift.Provide support during stadium tours to ensure tour groups remain contained, including regular headcounts, bag checks, and security sweeps.Deliver hospitality services within the museum on matchdays.Measures of Performance (Here to Win):Deliver exceptional guest service at every touchpoint, using open body language, personalized greetings, and engaging open-ended questions, while demonstrating comprehensive product and facility knowledge.Present all verbal content concisely and accurately during tours and within the museum, aligning with club values and communications.Ensure staff adhere to the running order, arriving at the correct locations at the appropriate times.Capture all photography to the required standard.Maintain a clean and tidy tour route and museum area in compliance with Health and Safety standards.Increase sales, visitor numbers, and per-head spending by upselling photography and retail offerings.Demonstrate adaptability during super-peak periods or when external factors necessitate changes to the tour/museum product.Experience:Previous experience as a tour guide or in a related role is ideal but not necessary.Skills and Behaviours:Exceptional guest service values and delivery.Strong communication skills.Availability to work weekends.Confident public speaking ability.Proficiency in foreign languages is advantageous.Basic understanding of Health and Safety practices.Role Details:Pay: 14.85 per hourShift Duration: 7.5-hour shiftsShift Options:Early Shift: 9:00 AM 5:00 PMLater Shift: 10:00 AM 6:00 PMLate Shift: 11:00 AM 7:00 PMCandidates are required to create a Pre-Screening video. Successful applicants will be invited to attend one of our Assessment Centresa new step in our recruitment process designed to provide deeper insight into a candidates character.There will be two Assessment Centres, one in the morning and one in the evening, to accommodate applicants who may be at university or working. The sessions are scheduled as follows:Thursday, 13th March at 10:00 AMWednesday, 19th March at 6:00 PMPlease apply to be considered for this role.
Job Title
Visitor Experience Guide - Saturday only