Stadium Tours Duty Manager - Casual Football

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.

• 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.

• 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.

• 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.