Have you ever wanted to help create memorable experiences at Wembley Stadium?
We're looking for an enthusiastic Stadium Tours Duty Manager to lead our Stadium Tours operation, inspiring a team to deliver exceptional visitor experiences every day. From welcoming football fans and tourists from around the world to driving operational excellence behind the scenes, you'll play a key role in showcasing one of the most famous stadiums on the planet.
This role is a casual position, with evening and weekend availability required.
What will you do?
- Lead the day-to-day operation of Stadium Tours, ensuring a safe, efficient and high-quality visitor experience at all times.
- Manage, coach and develop frontline team members, providing direction, support and performance feedback to maintain high standards of service delivery.
- Oversee daily staffing requirements, resource allocation and operational planning to ensure tours are delivered effectively and in line with business needs.
- Act as the senior operational lead during shifts, resolving visitor, operational and team issues promptly and professionally.
- Monitor and drive visitor satisfaction, identifying opportunities to continually improve the guest experience and enhance the stadium tour offering.
- Support the achievement of departmental commercial objectives by maximising ticket sales opportunities, retail revenue and upselling initiatives where appropriate.
- Ensure all tours, activities and facilities operate in compliance with relevant policies, procedures, safeguarding requirements, health and safety legislation, and operational standards.
- Maintain effective communication with internal departments and key stakeholders to support the successful delivery of tours, events and wider business activities.
- Analyse operational performance, visitor feedback and key business metrics to identify trends and implement improvements that enhance efficiency and service quality.
- Support the delivery of special events, VIP experiences and additional visitor attraction activities, ensuring a consistently high standard of execution.
- Execute additional tasks as required to meet the FA's changing priorities.
- Comply with all company policies and procedures to ensure the highest standards of health, safety and well-being can be maintained.
What You'll Need?
Essential for the role:
- Educated to A-Level standard or equivalent experience.
- Sound understanding of visitor attraction, tourism, hospitality, leisure or event operations.
- Strong knowledge of health & safety, safeguarding and customer service best practice.
- Understanding of operational policies, procedures and compliance requirements within a public-facing environment.
- Experience supervising or managing teams within a visitor attraction, hospitality, tourism, leisure, retail or event environment.
- Experience delivering exceptional customer service in a high-volume, customer-facing operation.
- Experience managing day-to-day operations, including staffing, operational planning and issue resolution.
- Experience handling customer feedback and resolving complaints effectively.
- Experience working towards performance, service and revenue targets.
- Strong leadership, coaching and team development skills.
- Excellent communication and interpersonal skills with the ability to engage a broad range of visitors and stakeholders.
- Competent user of Microsoft Office applications, including Outlook, Word and Excel.
- Ability to analyse operational performance data and visitor feedback to identify improvements.
- Strong organisational and problem-solving skills, with the ability to make decisions under pressure
- Ability to prioritise workload and manage multiple operational demands simultaneously.
Beneficial to have:
- Knowledge of football, stadium operations and the wider sporting events industry.
- Experience working within a stadium, visitor attraction, museum, cultural venue or major event environment.
- Experience managing ticketed attractions or guided tour operations.
- Experience of delivering VIP, premium or group visitor experiences.
- Experience of managing budgets, stock control or commercial performance metrics.
- Experience supporting recruitment, onboarding and training programmes.
- Experience using ticketing, booking or visitor management systems.
- Experience producing operational reports and performance analysis.
- Ability to deliver presentations, team briefings and operational training.
- Knowledge of rostering and workforce scheduling systems.
- Familiarity with CRM and customer feedback platforms.
What's in it for you?
We pride ourselves on offering a competitive rate of pay as well as great opportunities to develop and grow in your role.
We are committed to ensuring everyone can flourish in their roles, and by doing this, we offer top-of-the-range facilities under the arch of the iconic Wembley National Stadium, the home of English football.
We are a diverse workplace, aspiring to represent football across the country. The Football Association actively promotes inclusion and diversity, encouraging you to be the best version of yourself at work.
We welcome applications from everyone and are proud to be an equal opportunities employer. If you have any particular requirements in respect of the recruitment or interview process, please mention this during your application.
As part of The FA's commitment to ensuring a safe environment for everyone in football, successful candidates will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role. Casual work is conditional upon receipt of a satisfactory DBS check result, which will be fairly considered on a case-by-case basis, in line with legislation and government guidance.
