Visitor Attractions Team Leader

Who We Are

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 offer world-class facilities: In 2019, we opened our state-of-the-art Stadium, a £1 billion landmark that’s the beating heart of North Tottenham’s transformation. More than just a football ground, it’s an engine of change — creating 4,000 jobs and injecting £300 million into the local economy every year.

We’re at our brightest when we’re all together. Our Club, our teams, our community. 

There is only one Hotspur. Tottenham Hotspur.

The Role

We’re currently recruiting a Visitor Attractions Team Leader within our Visitor Attractions Department to help us take things to the next level.

Team Leaders aim to deliver the successful operational running of all Visitor Attractions, ensuring best-in-class experiences are delivered across all products. Provide excellent customer service to all visitors visiting the Club and to maximise all onsite sales, including ticketing, conversation, and add on products, actively reduce, and manage operational costs. Lead and manage a large workforce of contracted and casual members of staff, ensuring they are equipped, trained, and motivated to deliver within their roles. Within this role you will be required to deliver the successful of the current and future Visitor Attractions, working collaboratively with various teams including marshals, hosts, tour guides, climb guides and mechanics to ensure all Visitor Attractions operate at their best.
This role requires working 40 hours per week, 5 out of 7 days including match days, weekends, school and bank holidays. Shift lengths vary depending on the needs of the business and include early starts and evenings. You will also be required to work across retail as part of the wider department in the attractions closure periods.

About You

• Lead and manage the day-to-day operations of all Visitor Attractions (F1 DRIVE London, Dare Skywalk and Stadium Tours) ensuring best in class experiences are delivered.
• Pro-actively manage and be a lead user for all Visitor Attractions systems and software which support the operations, including ticketing, timing and booking systems, sales and rostering software and manage daily race schedules ensuring accuracy and functionality.
• Responsible for team training and inductions, ensuring compliance with new policies and processes, ensure teams are highly motivated and have the skills and knowledge to succeed.
• Ability to lead, motivate and support front-line team to deliver exceptional guest experiences ensuring every visitor feels welcomed, engaged and valued.
• Line management, coaching, and support of a team of permanent and casual staff.
• Responsible for team training and inductions, ensuring compliance with new policies and processes, ensure teams are highly motivated and have the skills and knowledge to succeed.
• Ability to achieve daily revenue targets, with a focus on onsite sales, upselling and conversion.
• Ensure all facilities comply with all relevant regulations, such as First Aid, Fire Regulations, Health & Safety, following and relevant practices i.e., National Karting Association (NKA).
• Develop and implement operating procedures and policies, including writing formal documents such as Standard Operating Procedures (SOPs) and conducting Risk Assessments.
• Build strong working relationships with third party suppliers, proactively work with them to ensure the Attractions are supported and can run effectively.

What You Will Bring

• A background within a Visitor Attraction or in a leisure facility at a supervisor, team leader, assistant management level.
• Proficient in using software and ticketing systems for staff management and operations.
• Proven track record in delivering exceptional customer experiences and improving standards.
• Experience in staff management and the ability to motivate and lead a team effectively.
• Accountable with the ability to make quick decisions in a fast-paced environment.
• Ability to carry out detailed tasks with minimal direction or supervision.
• Experience with using ticketing systems, bookings software and rostering systems.

Safeguarding & Recruitment Statement

Safeguarding is fundamental to the success in all that we do. The Club follows a Safer Recruitment process for all roles. Successful candidates are to be reminded they would 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.

Reasonable Adjustments

We are committed to providing an inclusive and accessible recruitment process and will make reasonable adjustments at any stage of the application or interview process to support candidates with disabilities or specific needs. Please let us know if you require any adjustments so that we can ensure you have a fair and positive experience.

Please note that we reserve the right to close this vacancy early should we receive a high volume of applications or due to business needs, so early applications are encouraged.