JOB DESCRIPTION

JOB TITLE: Stadium and Club Tours Senior Tour Guide (Casual)

DEPARTMENT: Stadium and Club Tours

REPORTS TO: Stadium Tours Operations Manager

LOCATION: Tours Office, Etihad Stadium

DATE: October 2017
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Job purpose
To co-ordinate the tour operation in the absence of the Operations Manager and take on various
Tours related projects
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Key responsibilities

 To co-ordinate the tour operation in the absence of the Tours Operations Manager.
 To be responsible for managing the tour experience quality in the absence of the Operations
Manager.
 To ensure all staff are adequately briefed prior to the start of the tours.
 To liaise with Security to ensure they are aware of the tours on any particular day.
 To be that point of contact for guides and the rest of MCFC in the absence of the Operations
Manager.
 To answer the phones and take tour bookings as well as give out tour information.
 To sell tours tickets from the ticket office till.
 To manage the Stadium Tours inbox – answering all e-mail correspondence.
 To be fully conversant with the Stadium Tours bookings system.
 To process payments via the Stadium Tours bookings system.
 To upsell any additional Stadium Tour packages.
 To liaise with the operations department to ensure you are up to date with all tours
developments.
 To liaise with the club’s 3rd parties to take bookings – ie Birthday Parties, The Ultimate
Football Day Out, Women’s Match Day Tours.
 To assist in Front of House duties including photo sales.
 To conduct stadium tours as and when required.
 To co-ordinate any VIP booking as and when required.
 To present the school presentations as and when required.
 To undertake any other tour related project or task as requested by the Operations Manager.

General responsibilities
 Compliance with Club policies
 Compliance with the Club’s health and safety procedures
 Compliance with the Club’s safeguarding policies
 To undertake such other duties as may be reasonably expected
 To maintain professional conduct at all times
Safeguarding
 This role involves working with children and/or vulnerable adults in a Regulated Activity (or in
close proximity to children and/or vulnerable adults). This means that the post-holder is required
to apply all relevant policies and uphold the Club’s commitment to safeguarding vulnerable
people.
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Key relationships
Internal

 Head of Stadium Tours.

 Stadium Tours Operations Manager
 Stadium Tours Group Bookings Coordinator.
 Guiding Team.
 Representatives of all club departments

External

 Supporters / visitors
 Schools
 3rd party suppliers.
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Scope of job
You will be part of a team that delivers MCFC Stadium tours to over 60,000 visitors every year.

Location: City Store, Etihad Stadium, Manchester.

Hours: Potentially Between 9.00am and 5pm (some evening work necessary)

Contract: Casual

Working pattern: Every second/third weekend and selected days during the week.

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 Person Specification

Job Title: Senior Tour Guide Department/Location: Stadium Tours

Knowledge: the level and breadth of knowledge to do the job e.g. understanding of a defined system, method
or procedure, legal or regulatory frameworks etc
Essential

 Must have a good knowledge of IT systems and feel confident using a bookings system.
 A good level of numeracy skills.

Desirable

 Knowledge of English and European football and Manchester as a City.

Technical/work-based skills: skills specific to the job e.g. language competence, typing skills, coaching skills
etc
Essential

 Exceptional customer service skills.

 Exceptional telephone manner.
 Excellent communication and interpersonal skills.
 Proficient in the use of a PC and MS Windows based applications especially powerpoint.

Desirable

 Experience of ticketing/bookings systems

General skills and attributes: more general characteristics e.g. flexibility, communication skills, team working
etc
Essential

 Enthusiasm and willingness to be flexible in approach to achieve desired outcomes.

 Pro-active and engaging style.
 A winning attitude.
 Strong 'can do' approach.
 A team player at all times.
 Remain calm under pressure.
 High work commitment.
 Willing to self-evaluate and work towards continuous improvement.
 Commitment to equal opportunities.

Desirable

 The ability to speak a second language.

Experience: proven record of experience in a particular field, profession or specialism. Any period of work
required must be appropriate and not excessive.
Essential

 Supervisory experience
 Experience of Education
 Experience of working with children.
 Experience in a customer service organisation.
 Supervisory experience.
  Excellent presentations skills.
 Guiding experience.
 Health and safety experience

Desirable

 Specific Ticket sales experience

Qualifications: the level of educational, professional and/or occupational training required

Essential

 GCSE Maths and English - C grade or above.

Desirable

 Customer Service qualification.

 Health and Safety IOSH
 First Aid at work