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Tour & Museum Coordinator
Emirates Stadium
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Description

DEPARTMENT DESCRIPTION

The Emirates Stadium tour is a major fan brand touch-point which reaches and engages over 200,000 visitors each year. Tours supports overall Retail revenue streams an there is great potential for growth through the audio-tour structure which provides a more flexible and relevant brand experience to more varied customer segments. The museum also provides the fans with an in depth history of Arsenal Football Club. Our ambition is to significantly increase footfall, maximise sales with existing fans/visitors and to compete more effectively with leading tourist attractions to deliver the targets within the 5 year plan.

JOB PURPOSE

Reporting into the Tour & Museum Operations Manager, the Tour & Museum Coordinator is on point to coordinate and coach the activities of a team of people (comprising of employees and casual workers) within defined areas throughout the operational window. The Tour & Museum Coordinator will have accountability for providing direction to the team and reassigning available resources as required. They will monitor and review activities to ensure the Tour & Museum operational standards are being executed day in day out, ensuring a great fan experience and making appropriate recommendations which focus & drive continuous improvement. The role of the Tour & Museum Coordinator is to oversee the day to day operation and should be walking, reviewing and evaluating the customer journey throughout the trading day.

The key focus of the role is on:

  • Sales
  • Service
  • Tour Standards (Compliance & Regulatory)
  • Fan Experience
  • People

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Specific Experience:

  • A tourist attraction front of house back ground would prove useful however experience is not required.
  • Have a customer first centered approach.
  • The desire to want to learn and gain the knowledge required on the history of AFC as well as Emirates Stadium.
  • Ability to speak a second language is desirable but not essential.
  • Be flexible and willing to lead by example.
  • Be comfortable in directing a team.
  • Be capable of setting direction and monitoring a team's contribution on a day to day basis to provide feedback and deliver results within area of accountability.
  • Have the ability and willingness to provide coaching and training to a team.

Abilities/Skills/Knowledge:

Has a basic understanding and is willing to meet the following competency levels:

Drives Results

  • Has the ability to adapt to new situations quickly, is flexible and can direct a team accordingly.
  • Can make quick decisions and supports others where required.
  • Can act swiftly to deliver operational requirements.

Teamwork

  • Can present information clearly, accurately and concisely.
  • Actively cooperates with others, making an effort to adapt their own style and behaviours to meet different situations.

Fan & Visitor Focus

  • Will go over and above what is required, seeking to exceed fan/visitor expectations at every opportunity.
  • Deals efficiently and effectively with any problems, owning issues until the point of resolution.

Skills & Expertise

  • Some commercial acumen, aims to make suggestions which drive improvements through increasing sales and profitability and directing a casual team to do the same.
  • Uses common sense and past experience to help plan activities in different areas.

Lives the Values

  • Is open and positive about change whilst encouraging and supporting team members to approach work in the same way.
  • Lives the value of 'Be Together', all working towards the same goals.

Leadership

  • Coordinates the efforts of a team to deliver daily targets or tasks within assigned area(s).
  • Recognise team members' strengths/development areas and makes the most of available resources/skills to deliver good customer/fan service.

Requirements:

39 hrs, 5 days a week, late night, matchdays, 2 out of 4 weekend & bank holiday working required.

Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Closing Date: 23/07/2018

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