Receptionist

Founded in 1882, Tottenham Hotspur is an iconic English football club, playing in the Premier League and Women’s Super League. From North London to the world, our fanbase spans continents, cultures, and generations. Spurs is a club that’s always dared to push boundaries, breaking new ground and rewriting history. We are at our brightest when we’re all together. Our club, our teams, our community. We are entering a new era at Tottenham with a new club strategy, new leadership, and a focus on putting our fans at the heart of everything we do as we continue to strengthen our connection with our DNA, our home, and each other.

Job Purpose

The Receptionist plays a key role in creating a warm, professional and welcoming first impression. The role is responsible for delivering the highest standards of guest care and personalised service. The reception team will be coached, supported and led to ensure the smooth and professional operation of all reception areas across the Club and is responsible for maintaining a welcoming, efficient and professional front-of-house service, ensuring that all visitors receive a consistently high level of customer service and that the reception areas are always managed to the highest standards.

Key Responsibilities

• Create a positive first impression of the organisation
• Manage incoming calls and enquiries promptly & professionally
• Manage reception-related emails and correspondence
• Receive, sort and distribute incoming post and deliveries
• Assist with administrative tasks as required
• Manage and coordinate room bookings, ensuring spaces are appropriately scheduled and prepared
• Communicate visitor arrivals promptly to the relevant staff members
• Book and arrange couriers and taxis
• Demonstrate excellent communication and interpersonal skills, with a strong customer-service focus and the ability to manage multiple tasks and priorities effectively
• Maintain confidentiality and discretion

Person Specification

• Forward Thinking & Innovative: Anticipates the needs of visitors, colleagues and the wider business; thinks proactively and identifies opportunities to improve the reception and visitor experience; generates practical and innovative ideas and contributes positively to continued improvement; values and respects colleagues & visitors; builds positive and effective working relationships across the Club; works collaboratively as part of the wider Reception and Facilities teams.
• Accountable & Results-Focused: Takes ownership and responsibility for delivering tasks to a high standard; demonstrates a proactive approach and consistently gets things done; maintains high standards of service, professionalism and attention to detail.

Skills And Experience

• Written and Verbal Communication – Excellent written and verbal communication skills, with the ability to communicate clearly and professionally with a wide range of people.
• Customer Service – Strong customer service skills and a genuine commitment to providing a high-quality, welcoming experience.
• Multitasking and Prioritising – Ability to manage multiple tasks and complete priorities effectively while maintaining accuracy and attention to detail.
• Dependability and Reliability – Highly dependable and punctual with a strong sense of responsibility and the ability to work effectively both independently and as part of a team.
• IT Skills – Basic knowledge of computer-based systems.

Personal Attributes

• Professional, welcoming and approachable manner.
• Discreet and trustworthy when handling sensitive information.
• Flexible and adaptable to changing priorities and operational requirements.
• Strong attention to detail.
• Positive attitude and willingness to support colleagues.
• Strong commitment to delivering an exceptional visitor and guest experience.
• Security-conscious and able to follow procedures diligently.
• Genuine enthusiasm for representing Tottenham Hotspur and contributing to the Club’s values and reputation.

Working Relationships

The Receptionist will work closely with Club employees and internal stakeholders, Facilities and Operations teams, Security teams, and Event and matchday teams, where required.

General Responsibilities

• Comply with Club policies, procedures and operational guidelines.
• Maintain confidentiality and discretion in relation to Club, staff, player, visitor and stakeholder information.
• Comply with all relevant health and safety, safeguarding and security requirements.
• Maintain a professional standard of conduct and presentation.
• Undertake any other reasonable duties consistent with the role and operational requirements of the Club.

Safeguarding & Recruitment Statement

Safeguarding is fundamental to success in all that we do. The Club follows a Safer Recruitment process for all roles. Successful candidates are to be reminded that they will be subject to proportionate background, DBS and reference checks as required. We welcome applications from anyone regardless of age, disability, gender, race or ethnic and national origins, religion or belief, or sexual orientation.