Tour and Museum Operations Manager – Emirates Stadium, UK

JOB PURPOSE

The Tour and Museum Operations Manager, reports to the Retail Operations Controller and 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 which focus on driving ongoing performance enhancement within the operation. The role in the main supports delivering a high level of fan experience through delivery of the Tours Operations Strategy ensuring an efficient and effective operation across all operational pillars. The ability to establish, build and develop effective network contacts with other top London tourism attractions will be integral to the success of this role/operation.

KEY RESPONSIBILITIES

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

Directly 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;

Ensuring all embrace and deliver the fan experience and tours strategy every day

Responsible for ensuring an efficient, effective and smooth running operation

Maintaining customer journey standards

P&L management

Building a flexible staffing and deployment model to support the operation

Carrying out appropriate due diligence to meet compliance and regulatory requirements

Able to contribute to business ideas and solutions which support the Tours Operations Plan by driving performance and identifying commercial opportunities.

Able to deliver targeted KPIs, P&L and maintain costs within area of control.

Managing the day to day operation and scheduling of all Emirates Stadium tours (audio, Legend, matchday, VIP and private tours)

Manging day to day trade (third party) management, liaising directly with trade partners, negotiating contracts, offers and monthly invoicing.

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.

Collaborative work with the Retail Store Manager and retail teams to ensure a streamlined approach to workstreams and projects.

Ensure Emirates Stadium tour and museum activities are operated within stated health and safety and security procedures.

Ownership for recruiting, training and developing employees to meet current and future needs.

Responsible for managing all performance related activities i.e. PDR process, sickness/absence, employee relations issues etc. in accordance with established policies

Be self driven and motivated with a can do attitude and the desire to make a real difference.

Successfully help navigate Emirates Stadium Tours through COVID-19.

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Specific Experience

Proven experience in;

Operating in a tourism destination environment with a significant annual turnover.

Directly/indirectly line managing approximately 5 employees and 50 casual workers.

Experienced in driving a team to deliver sales, service, commercial opportunities, cost control and the fan experience.

Experience in creating and forward planning activities 12 months in advance to ensure delivery against the Tours Operations Plan.

Providing 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.

Abilities/Skills/Knowledge

Has a sound awareness and experience in the following:

Able to identify future commercial opportunities targeted at driving and enhancing the Tour and Museum operation.

Effective decision-making skills; can reach decisions at pace where there may be a short term impact & supports other team members as required.

Sets direction, acting with pace to deliver high standards on time and to ensure compliance with objectives.

A proven ability to manage a number of stakeholders to ensure KPIs are adhered to and desired customer/fan outcomes are delivered.

A dynamic communicator who is able to build mutually beneficial relationships with a broad range of internal and external colleagues, adapting style and approach where required.

Good level of commercial acumen, applying knowledge of tourism market, our business and competitors to deliver a service which is aimed at enhancing the fan experience.

Proactively takes on new responsibilities and seeks out opportunities to learn new skills.

Acts with honesty and integrity, demonstrates respect, diversity and professionalism.

Effective people and resource management skills, makes the most of available resources and creates a positive atmosphere through effective team management, to deliver operational and departmental targets.

Actively cooperates and communicates with others, fostering a culture of teamwork and collaboration.

Requirements

40hrs, 5 days a week, late night, matchdays, weekend & bank holiday working required