Arsenal Stadium Tour & Museum is seeking a Tour and Museum Operations Manager to deliver a high level of fan experience through delivery of the Tours Operations Strategy, ensuring an efficient and effective operation across all operational pillars, build and develop effective network contacts with other top London tourism attractions.
Reporting to the Retail Operations Controller, the Tour and Museum Operations is accountable for driving solutions aimed at improving the overall fan experience for Emirates Stadium Tours and for implementing, reviewing and assessing the overall commercial operation making appropriate suggestions that focus on driving ongoing performance enhancement within the operation.
Key activities include:
- Implementing and evaluating the Tours Operations plan, ensuring delivery of the pre-agreed strategy, as directed, encompassing; sales, service, people, standard (compliance and regulatory) and costs
- Being responsible for line managing the Tour and Museum Team Leader and indirectly a team of Tour and Museum Co-ordinators and Casual workers in line with Club policies, procedures and assigned resource budgets;
- Managing the day to day operation and scheduling of all Emirates Stadium tours (audio, Legend, matchday, VIP and private tours)
- Day to day management of tours website, liaising directly with the E-Commerce team to deliver best in class website, up to date information and all allocations.
- Collaborating work with the Retail Store Manager and retail teams to ensure a streamlined approach to workstreams and projects.
- Having ownership for recruiting, training and developing employees to meet current and future needs.
- Being responsible for managing all performance related activities i.e. PDR process, sickness/absence, employee relations issues etc. in accordance with established policies
- Being able to navigate Emirates Stadium Tours through COVID-19
The ideal candidate will:
- Have proven experience in operating in a tourism destination environment with a significant annual turnover
- Have past experience on directly/indirectly line managing approximately 5 employees and 50 casual workers
- Have experienced in driving a team to deliver sales, service, commercial opportunities, cost control and the fan experience
- Proven experience in creating and forward planning activities 12 months in advance to ensure delivery against the Tours Operations Plan
- Know how to give feedback on individuals’ performance and taking ownership for developing/coaching individuals’ at the request of the Retail Operations Controller to improve team performance as required
- Have a proven ability to manage a number of stakeholders to ensure KPIs are adhered to and desired customer/fan outcomes are delivered
- Be proactive on new responsibilities and seeks out opportunities to learn new skills
- Actively cooperate and communicate with others, fostering a culture of teamwork and collaboration
PLEASE CLICK HERE TO VIEW THE FULL JOB DESCRIPTION AND PERSON SPECIFICATION.
HOW TO APPLY
Please apply through Arsenal Stadium Tour & Museum’s website by midnight, Wednesday 10th March 2021.
Arsenal Stadium Tour & Musem: Explore behind the scenes at Arsenal Football Club with the award-winning Emirates Stadium Tour and Arsenal Museum. Take your place in the changing room, walk down the tunnel and imagine the roar of 60,000 fans. Self-guided audio tours available in English, French, German, Italian, Spanish, Dutch, Mandarin, Japanese, Portuguese and British Sign Language. Watch exclusive video content and hear how players prepare for kick-off as well as exclusive 360° matchday and pre-match mascot footage. Open daily, Matchday and Legends Tours also available.
