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- Tasks: Lead engaging stadium tours and provide top-notch guest service at Stamford Bridge.
- Company: Join the iconic Chelsea FC, a leader in sports and community engagement.
- Benefits: Enjoy flexible weekend shifts, competitive pay, and a vibrant work environment.
- Why this job: Perfect for sports lovers wanting to share their passion and connect with fans.
- Qualifications: Previous guiding experience is a plus; must be IT savvy and able to work weekends.
- Other info: Create a fun pre-screening video to showcase your personality and skills!
Duration: Ongoing contract
Location: Stamford Bridge, Fulham (must be local)
Responsibilities:
- Delivery of the Stadium Tour and other selected tour and museum products and experiences.
- Demonstrate excellent levels of guest service throughout all museum and retail touchpoints, including welcoming guests with a smile on arrival at the museum centre, capturing and selling photography/guidebook packages, and proactively interacting with guests in the museum pre/post tour.
- Maintain a strong working knowledge of current club activities, activations, and campaigns including our men’s and women’s teams, partnerships, and community.
- Promote all retail and F+B facilities at Stamford Bridge while also promoting the club’s social channels including free Wi-Fi, 5th Stand app, and data capture.
- Carry out the agreed breakdown and set-up of the stadium tour route and museum (in accordance with Health and Safety Criteria) pre and post home matchdays.
- Report any faults of equipment within the Tour Route or Museum to management.
- Process all photography related purchases within both the Museum and Megastore through the Vega/Image Insight and Clover payment systems.
- All colleagues should always carry a radio with them and be contactable throughout the shift.
- On matchdays, provide hospitality services within the museum.
- Handle all club items – including silverware and artefacts from the museum – with great care and using lifting equipment where necessary.
Measures of Performance:
- Demonstrating highest levels of guest service throughout all tour and museum touchpoints.
- All tours being run within set time guidelines (60 mins for Stadium/VIP Tours, 90 minutes for Classic/Legends Tours) and to club/department standards receiving online compliments and no complaints.
- All verbal content delivered in the Tour or within the Museum to be concise, informative, statistically accurate, and aligned with club values and communications.
- All photography capture taken to the required standard.
- Tour route and Museum to be clean and tidy and adhering to Health and Safety standards.
- Increased sales and visitor numbers and spend per head by upselling photography/retail.
- Demonstrating adaptability to meet the needs of the business at super-peak periods or when the tour/museum product is altered by external factors.
Requirements:
- Previous experience of being a tour guide or related experience (ideal).
- Able to work weekends.
- Foreign languages spoken would be advantageous.
- IT skilled (Microsoft Excel, Microsoft Word, Microsoft Outlook).
Pay: £85 per hour, ~5 Hour shifts
Shifts:
- Early Shift – 9am – 5pm
- Later Shift – 10am – 6pm
- Late Shift – 11am – 7pm
We will still be asking candidates to create a ‘Pre-Screening’ Video; if successful, they will be invited to either Assessment days. There will be 2 Assessment Centres, one will be held in the Morning, and one held in the Evening to accommodate the applicants that may be at university or working.
Visitor Tour Guide employer: Rethink
Contact Detail:
Rethink Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Visitor Tour Guide
✨Tip Number 1
Familiarise yourself with Stamford Bridge and its history. Knowing key facts about the stadium, the club's achievements, and current events will help you engage guests and answer their questions confidently.
✨Tip Number 2
Practice your guest interaction skills. Since this role requires excellent customer service, try role-playing scenarios with friends or family to enhance your ability to connect with visitors and handle various situations.
✨Tip Number 3
Brush up on your IT skills, especially with Microsoft Office applications. Being comfortable with these tools will help you manage bookings and sales efficiently during your shifts.
✨Tip Number 4
Prepare for the pre-screening video by rehearsing your introduction and showcasing your enthusiasm for the role. Highlight any relevant experience and your passion for the club to make a strong impression.
We think you need these skills to ace Visitor Tour Guide
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights any previous experience as a tour guide or in customer service roles. Emphasise skills like guest interaction, knowledge of local attractions, and any foreign languages you speak.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for hospitality and tourism. Mention your familiarity with Stamford Bridge and your ability to engage guests with open-ended questions and personalised greetings.
Prepare for the Pre-Screening Video: Since a pre-screening video is required, practice presenting yourself confidently. Highlight your communication skills and enthusiasm for the role, and ensure you convey your knowledge about the club and its activities.
Research the Club: Familiarise yourself with Chelsea FC's history, current activities, and community initiatives. This knowledge will help you during the application process and demonstrate your genuine interest in the role.
How to prepare for a job interview at Rethink
✨Show Your Passion for the Club
Make sure to express your enthusiasm for the club and its history during the interview. Familiarise yourself with current activities, players, and community initiatives, as this will demonstrate your genuine interest and knowledge.
✨Practice Your Guest Interaction Skills
Since the role requires excellent guest service, practice how you would greet guests and engage them with open-ended questions. Role-playing scenarios can help you feel more comfortable and confident in delivering a personalised experience.
✨Be Prepared for Practical Scenarios
Expect to discuss how you would handle various situations, such as equipment faults or managing large groups of visitors. Think about examples from past experiences where you demonstrated adaptability and problem-solving skills.
✨Highlight Relevant Experience
If you have previous experience as a tour guide or in customer service, be sure to highlight this during your interview. Share specific examples of how you provided exceptional service or managed tours effectively to showcase your suitability for the role.
