Tour Supervisor (Fixed Term)

We are looking for a Tour Supervisor to join the Club on a 12 month fixed term contract. As part of the Commercial Team, you will report to the Head of Ticketing on Tours. You will run and help grow a successful Tours programme, managing a team of Guides while driving incremental revenue for the Club and ensuring an outstanding customer experience. You will work closely with the Marketing and Communications teams to ensure appropriate digital assets and promotional materials are in place to drive engagement and visibility.

What You’ll Do

• Recruit, train, and manage the Tour Guide team on a day-to-day basis, including performance feedback, ongoing support, and the management of our casual worker process & cycle.
• Manage quarterly and ad-hoc tour allocations, including shorter-notice bookings through third parties and internal departments.
• Schedule tours, including route planning for busy days, assessing on-the-day capacity, and adjusting staffing levels accordingly.
• Oversee and review booking processes, including updating Tours Terms & Conditions, the Kia Oval Tours website and visitor information, refining the user journey, and managing the booking platform (SportsFusion).
• Develop the tours offering, including schools, community groups, events, Afternoon Tea (including a cricket tea option), group tours, and identifying growth opportunities with internal and external partners.
• Manage tour administration, acting as the main point of contact for tours (internal and external), issuing matchday tour tickets, managing visitor bookings, and liaising with internal stakeholders.
• Manage weekly payroll and invoicing, ensuring guides are paid accurately and hours are correctly managed.
• Deliver tours when required.
• Work collaboratively with the Marketing and Communications teams to develop a suite of promotional assets and a promotional plan to build awareness and drive sales.
• Maintain a strategic overview of the tours operation, including structure, staffing model, booking processes, pricing, capacity management, and customer journey.
• Regularly review the effectiveness and efficiency of the tours programme, identifying opportunities to improve revenue, customer experience, and operational delivery.
• Gather and analyse feedback from guides, visitors, internal stakeholders, and third-party partners to inform continuous improvement.
• Provide considered recommendations to the Head of Ticketing on potential changes, enhancements, or new initiatives, supported by insight and data where appropriate.
• Contribute to forward planning for the tours programme, including seasonal demand, resource requirements, and future growth opportunities.

Requirements

• Experience managing, training, and supporting a casual workforce.
• Proven experience coordinating tours, events, or visitor-facing programmes.
• Experience working in sports venues, heritage sites, cultural attractions, or tour-led environments.
• Experience delivering tours.
• Strong communication skills.
• Confident at managing groups and interacting with visitors of all demographics.
• Ability to remain calm, professional, and solutions‑focused during busy or challenging periods.
• Customer‑focused with a commitment to delivering an excellent visitor experience.
• Experience developing new visitor or group offerings (e.g., schools, community groups, hospitality packages).
• Confident using IT systems, including booking platforms, CRM tools, scheduling software, and Microsoft Office applications.

Please note: 80 hours per month on average – flexible across all 7 days of the week according to workload/ priorities. Total hours will also flex across the season, depending on schedules/ workload.

Benefits

£18.40 per hour

To Apply

Please apply with a CV and cover letter outlining why you are suitable for this role and stating current salary. Closing date for applications is 13th February 2026.

We want to make all opportunities at Surrey County Cricket Club accessible to anyone who wants to apply. If submitting a written application is not the best way to tell us about your skills and experience, please let us know and we will discuss it with you.

We are committed to building and nurturing a diverse, inclusive, and equitable community where individuals from all backgrounds feel valued, respected, and empowered. We believe that diverse teams lead to stronger ideas and better outcomes. That’s why we’re committed to building an inclusive Club that reflects a wide range of backgrounds, experiences, and perspectives. We’re keen to hear from people from all walks of life and especially encourage applications from those in underrepresented groups—your unique perspective matters to us.

Surrey County Cricket Club is committed to safeguarding and protecting the children, young people, and adults at risk that we work with. We ensure that we have a range of policies and procedures in place which promote safeguarding and safer working practice across our Club.