Stadium Tour Guide - Weekend

We intend on building the Craven Cottage stadium tour to be one of the truly popular London experiences for football fans and visitors to London. Our guides are key to this objective. 
Craven Cottage tour guides are expected to be hard working, well presented, passionate and dedicated to ensuring that our guest’s expectations are met every time. Guides are also expected to be proactive and receptive to performance feedback and to be enthusiastic, proud club ambassadors in every possible aspect of the position.

Requirements

KEY RESPONSIBILITIES

• To support the delivery of the Craven Cottage stadium tour, across all   operations and in every respect
• To deliver an engaging stadium tour to a wide variety of guests
• To handle payments
• Provide a customer service experience to our guests that meets their expectations
• To deliver a personable tour, including welcoming and saying goodbye to the   group
• To deal with a wide variety of customer enquiries
• To be a proud and enthusiastic club ambassador
• Taking photo’s where requested for guests where and when permitted
• To liase with stadium management, stadium tour manager and security on a tour   day and while the tour is in progress where necessary
• Ensure that the tour route is litter free, clear, safe and adheres to health and   safety policies and procedures
• To promote the club at every opportunity including ticketing, retail,   hospitality and events
• Deliver other tours relevant to Fulham Football Club
• To carry out other related duties that may reasonably be required including   covering for absent staff during holidays and sickness
• To be responsible for the safety and security of staff, visitors and the ground   throughout the tour and while guests are present in the stadium. This   includes following instructions from the stadium tour manager, security,   stadium management and other departments

Responsibilities

PERSON SPECIFICATION AND ATTRIBUTES
 

• Smart and well presented
• Guest oriented
• Positive attitude
• Friendly, flexible and proactive
• Strong team player with the ability and willingness to work alone
• Knowledgeable and passionate regarding Craven Cottage and Fulham Football Club
• Willing to improve and develop
• Reliable and punctual
• High personal standards
• Values and respects others
• Takes responsibility
• Ideally a Fulham fan but this is not essential
• The ability and willingness to work home match days if required
• The willingness to wear official club branded clothes as directed by the stadium   tour manager when leading tours or on duty.
• The ability to regularly work weekends

Skills and Experience
 

• Excellent communication skills with  the confidence to speak to large groups
• Customer service skills with the desire to improve
• The ability to study and learn the history of the club and ground
• The ability to present the information to the timings required in an interesting, passionate manner and with   historical accuracy
• The ability and interest in remaining up to date with the latest club news
• Where necessary, the willingness and ability to work in an office environment, responding to emails, answering enquiries, selling tickets for the tour and tour events.

Benefits

Full training will be provided to the successful applicant.

This is a casual position and hours will be arranged accordingly.

Shifts will involve weekend, weekdays, bank holidays and potentially match days. Hours might involve evening shifts or early starts when required. The length of the shift may vary according to the needs of the organisation and events.