Guest Services Team Manager

We are looking for a Guest Services Team Manager to support with the management of the Guest Services team, as well as support with the delivery of the wider Guest Services Programme at The Championships 2025. Background The Guest Services team consists of circa 250 staff who are responsible for supporting with the delivery of the Queue, Ticket Resale and in The Grounds operations. The wider Guest Services Programme includes the guest arrivals and departures operation, Information Points, Guest Movement around the Grounds, guest communications, lost property, left luggage, phone charging, as well as other services we provide in place to ensure we deliver the highest standard guest experience and creating an unforgettable Wimbledon experience for all.The Guest Services Team Manager will have responsibility for managing part of the Guest Services team during the Championships, whilst also supporting the Event Services Manager with other workforce areas i.e. time sheet management, accreditation and uniform. This role will be one of five Event Managers working within a management structure as part of the Venue Operations department and report into the Event Services Manager. What you will be doing Manage a team of Guest Services Hosts who deliver the front-line Guest Experience, such welcoming and wayfinding, ticket scanning and Information Points. Responsible for supporting with training and briefing, scheduling (breaks / days off) and any welfare. Support with the delivery of the Guest Services Programme reporting to the Event Services Manager. Working closely with the team of Event Managers to support with the delivery of each Guest Service operational area such as the Ticket Resale operation and The Queue. Work alongside and under the direction of Security and Safety to support the management of Guest movement around the Grounds. Be part of the event radio comms representing the Guest Services Hosts Team, linked to Operations Centre. Attend key briefings and meetings representing Guest Services both pre and during the Champs. Support with the training of all Guest Services Hosts to ensure the team are well trained, prepared and motivated at the Championships. Support the Event Services Manager with a number of key administrative duties including the management of the Guest Services Team time management digital platform. Days and hours of work There will be a requirement to attend approximately 5 days pre-Championships for onsite briefings and training. The exact days to be agreed once team are contracted. During the Championships (30 June – 13 July 2025) there will be a requirement for the Guest Services Event Management Team to be on site from approximately 7.30am and last play. A rota will be in place to ensure sufficient breaks and days off are covered. A contract will be in place to reflect days, hours, and rates. What can we offer you An opportunity to work at the world’s premier tennis tournament. A championship uniform will be provided as part of the role. During the Championships, you will be provided with a daily food allowance, which can be used at a number of outlets around the grounds and in our back-of-house staff welfare areas. About you Significant experience and proven track record of onsite event management at major sporting or other events, providing excellent service to both internal stakeholders and external guests. Takes a consultative approach to decision making and listens to others’ views and ideas but is not afraid to take a decision and lead from the front with integrity. Experience of managing a team within a live delivery event environment. Confident using online HR platforms or similar. Excellent communication skills both written and in person. Excellent service delivery and customer service skills. Good understanding of Security principles and procedures and confident with delivering these under the guidance of the Security Team. Good understanding of Health and Safety principles and procedures and confident with delivering these under the guidance of the Safety Team. Motivated, inquisitive, and confident, you will need to have the ability to ask questions and make independent decisions and handle sensitive information discretely. About us The All England Lawn Tennis Club (Championships) Limited (AELTC) organises and stages The Championships, Wimbledon, widely regarded as the world’s premier tennis tournament, hosted on the Grounds of one of the world’s most prestigious tennis clubs. Our business has grown in recent years and we expect that success to continue. We have plans to further improve our facilities and invest in our people in future years. Our success is important to us and we are guided by our key values of Heritage, Integrity, Respect and Excellence. The Operation Department’s role is to plan and deliver The Championships, as well as the year-round operation of the club. #J-18808-Ljbffr