Tour Guide – Tottenham Hotspur FC

Job Purpose

Stadium Tour Guides are responsible for a world class fan and visitor experience, supporting and delivering the stadium tour and all aspects of the visitor attractions experiences including, ticketing, photography, and preparation of the tour areas.

Key Responsibilities

• Support the delivery of Stadium Tours (in both self-guided and guide-led experiences) to a diverse and large audience of fans and visitors.
• Provide best in class customer experience throughout all touch points of the visitor
• Develop and maintain knowledge of Tottenham Hotspur Football Club, the Tottenham Hotspur Stadium and Tottenham Experience and to be an ambassador for the Club and all stakeholders.
• Operate ticketing systems, selling tickets, amending bookings, and checking visitors into the visitor attractions.
• Operate photography equipment throughout the attractions taking pictures of visitors throughout key locations.
• Generate revenue and achieve sales targets though upselling photo packages, tickets, merchandise and promoting the visitor attractions.
• Ensure the tour route and visitor attractions are presented to the highest standard, clear of litter, clutter and anything that could detract from the experience.
• To promote and advise on other Club products including retail, ticketing, hospitality.
• Deliver other tours relevant to the Tottenham Hotspur Stadium.
• To carry out other related duties that may reasonably be required including covering for absent staff during holidays and sickness.
• Responsible for the safety and security of all visitors throughout the visitor attractions including evacuating groups in an emergency.

Personal Attributes

• Thinks ahead, generates innovative ideas.
• Values & respects others, builds relationships, collaborates.
• Gets things done, delivers to highest of standards, takes responsibility.
• A proactive, friendly, and flexible approach.
• Strong team player with the ability to build and maintain excellent working relationships with internal and external stake holders.
• Reliable, punctual, and flexible able to cover tours at short notice.
• High standards of presentation.

Skills And Experience

• Excellent communication skills with the ability to speak with large groups of visitors.
• Excellent customer service skills with the drive to consistently deliver the highest standards.
• Ability to relay facts, figures, events and presenting information in an interesting and engaging way.
• Good literacy and IT skills.