Role: Tour Guide (Saturday work) Duration: On going contract
Stamford Bridge, Fulham (must be local)
Delivery of the Stadium Tour and other selected tour and museum products and experiences.
Demonstrate excellent levels of guest service throughout all museum and retail touchpoints including welcoming guests with a smile on arrival at the museum centre, capturing and selling photography/guidebook packages and proactively interacting with guests in the museum pre/post tour.
Maintaining a strong working knowledge of current club activities, activations and campaigns including our men’s and women’s teams, partnerships and community.
Promote all retail and F+B facilities at Stamford Bridge while also promoting the club’s social channels including free Wi-Fi, 5th Stand app and data capture,
Carry out the agreed breakdown and set-up of the stadium tour route and museum (in accordance with Health and Safety Criteria) pre and post home matchdays.
Report any faults of equipment within the Tour Route or Museum to management.
Process all photography related purchases within both the Museum and Megastore through the Vega/Image Insight and Clover payment systems.
All colleagues should always carry a radio with them and be contactable throughout the shift.
On matchdays, provide hospitality services within the museum.
Handle all club items – including silverware and artefacts from the museum – with great care and using lifting equipment where necessary.
(Measures of Performance):
Demonstrating highest levels of guest service throughout all tour and museum touchpoints. This would include open body language, smiling, using a personalised greeting, interactions with ‘open ended’ questions and possessing the requisite product/facility knowledge.
All tours being run within set time guidelines (60 mins for Stadium/VIP Tours, 90 minutes for Classic/Legends Tours) and to club/department standards receiving online compliments and no complaints.
All verbal content delivered in the Tour or within the Museum to be concise, informative, statistically accurate and aligned with club values and communications.
All photography capture taken to the required standard.
Tour route and Museum to be clean and tidy and adhering to Health and Safety standards.
Increased sales and visitor numbers and spend per head by upselling photography/retail.
Demonstrating adaptability to meet the needs of the business at super-peak periods or when the tour/museum product is altered by external factors.
Previous experience of being a tour guide or related experience (ideal)
Able to work weekends.
Foreign languages spoken would be advantageous.
IT skilled (Microsoft Excel, Microsoft Word, Microsoft Outlook)
85 per hour
~5 Hour shifts
3 different shifts: (lots of weekend work on offer)
Early Shift – 9am – 5pm
Later shift – 10am – 6pm
Late shift – 11am – 7pm
We will still be asking candidates to create a ‘Pre-Screening’ Video, if successful they will be invited to either Assessment days. There will be 2 Assessment Centres, one will be held in the Morning, and one held in the Evening to accommodate the applicants that may be at university or working.