Visitor Attractions Travel Trade Manager

  • Tottenham Hotspur Football & Athletic Co Ltd
  • Tottenham, London, UK
  • 28 Mar, 2024
Full time Customer Service Hospitality Leadership & Management Premier League

Job Description

Job description

Founded in 1882, Tottenham Hotspur Football Club is an English Premier League Club, based in North London.

 

Led by the late great Bill Nicholson, the Club became the first in England to win the League and FA Cup Double in 1961, and the first in the UK to win a European Trophy two years later. Spurs has since been home to some of the game’s great entertainers, including Jimmy Greaves, Glenn Hoddle, Paul Gascoigne, David Ginola, Gareth Bale, Heung-Min Son and Harry Kane.

 

In April 2019, the Club opened an iconic new stadium that sits at the heart of a £1billion sport-led regeneration of North Tottenham. The stadium is the largest football club stadium in London and is a multi-use venue with the ability to host a variety of events 365 days a year, including NFL, boxing, rugby, concerts, and other major events, plus visitor attractions including Stadium Tours and the Dare Skywalk.

 

The stadium development scheme has to date created more than 4,000 new jobs for local people, with circa £300m pumped into the local economy each year.

 

Tottenham Hotspur has:

 

  • A clear strategy to develop talent from within its Academy, showcased by a strong track record of Academy players graduating to the first-team squad. 
  • A £100m state-of-the-art Training Centre that supports the Club’s ambition to attract, develop and retain the best talent. 
  • Commercial partnerships with globally-recognised brands including AIA Group Limited (AIA), one of the world's leading providers of life insurance services, and Nike, the world’s leading sports footwear and apparel company. 
  • A commitment to minimizing its environmental impact across Club operations, being named as the greenest in the Premier League for the past three years. Tottenham Hotspur is a signatory of the UN Sports for Climate Action Framework, committing to halve carbon emissions by 2030 and become net zero carbon by 2040. 
  • An award-winning Foundation that is renowned for creating opportunities to help enhance the lives of people in its local community through education, employment, health and social inclusion programmes.

 

The Club is seeking a Visitor Attraction Travel Trade Manager

 

JOB PURPOSE

 

As Travel Trade Manager you will work within the wider commercial team of Visitor Attractions and Third-Party Events. You will be working in a fast-paced business, supporting a growing Visitor Attractions department in delivering best-in-class experiences across all attractions.

 

You will lead, plan, and deliver tourism-focused sales strategies, promote, negotiate, and assist in the sale of Visitor Attractions tickets. You will also lead and plan the promotion of the Tottenham Hotspur Stadium as an international visitor destination. You will work towards ambitious targets, managing your vertical to deliver agreed sales and budget forecasts, and will play a vital role in the growth of the attractions at the Club.

 

This position is based in the Tottenham Hotspur Stadium, it will require significant travel to domestic and international travel/tourism shows throughout the year.

 

 

KEY RESPONSIBILITIES

 

  • Develop, plan, and deliver a successful always on tourism-focused sales strategy, working with third party partners, the Marketing team, and Visitor Attractions Management Team.
  • Deliver against annual travel trade sales targets, budgets and KPI’s.
  • Manage, negotiate, and expand local and international partnerships, ensuring a strong travel trade presence that drives attractions ticket revenue including, but not limited to, Tour Operators, OTA channels, other ticket sales partners/channels, concierge/hotel partners and other tourism outlets.
  • Work with B2B sales and distribution partners to execute tourism focused sales efforts, develop and drive revenue for FIT and groups products and create opportunities to target and increase new strategic business from the travel and tourism industry.
  • Develop and deliver both short- and long-term strategies, for new attractions or products, playing an active role in any new attractions planning groups.
  • Establish and maintain relationships with industry partners, including but not limed to UK inbound, Visit Britain, ETOA and all key trade operators, groups, and education operators.
  • Work with third party partners to identify, coordinate, schedule and attend international and domestic trade shows and represent Tottenham Hotspur Stadium where required. Complete all related follow-up post show as required.
  • To be responsible for delivering against sales targets, delivering the trade sales budget across the year.
  • Report on sales progress, creating and maintaining relevant sales report, trends and opportunities.
  • Take ownership of onboarding new attractions, work closely with the Travel Trade Executive and wider team to ensure new suppliers are integrated well and the relevant teams understand sales channels and relationships.
  • Manage and own all API connections with suppliers, working with relevant teams to set up and maintain.
  • Proactively engage the Co-ordinator team, maintaining training on new partners, systems, and processes. Communicate with the wider team, highlight new partners, promotions, and relevant activity, ensuring a collaborative and cohesive working environment.
  • Create and implement a training programme for travel professionals to provide knowledge about the experiences and relevant information to be able to successfully sell then.
  • Work collaboratively with the Visitor Attractions Marketing team to produce and distribute trade focused sales materials.
  • Work with the Visitor Attractions Marketing team and explore opportunities for tour operator / B2B sales and marketing promotions and activity.
  • Work with the finance team to ensure payments are paid on time and as contracted.
  • Onboard, process and account manage trade partners from prospecting and contract negotiation, to maximising their sales potential.
  • Ensure the highest levels of cross club communication, aligning the needs of the attractions with the wider business activities.
  • Represent the Visitor Attractions department at club wide meetings.
  • Support in the development of new products by sharing feedback, requests, and leading on the customer journey aspects which support new products, such a loading products and customer communications.
  • Draft customer and staff communications, working closely with customer care and marketing teams to sign off all customer facing communications.
  • Proactively build strong working relationships within internal and external departments, building relationships and integrating organisational processes.
  • Promote and embody the ‘Spurs Way’ culture and way of working.

 

PERSONAL ATTRIBUTES

 

  • Gets things done, delivers to the highest of standards, takes responsibility.
  • Strong communicator
  • Values & respects others, builds relationships, collaborates.
  • Thrives in a fast-moving environment.
  • Able to solve complex or pressured situations in a calm and effective manner.
  • Thinks ahead, generates innovative ideas.
  • Positive, can-do approach to work
  • See’s the bigger picture, willing to try new things.

 

 

 

SKILLS AND EXPERIENCE

 

  • Demonstrate proven experience of working within the travel and tourism industry.
  • Experience using ticketing systems, API portals / channel manager, financial systems, or equivalents.
  • Highly organised, able to plan own and others time effectively.
  • Commercially focused, with the ability to identify revenue streams, opportunities, and partners.
  • Strong presenting, upselling, and negotiation skills.
  • Demonstrate the ability to build relationships across multiple business areas.
  • Experience working in a customer focused environment and delivering high levels of guest experience.
  • Meticulous attention to detail
  • Excellent literacy and IT skills
  • Able to build and maintain excellent working relationships with internal and external stake holders.
  • Experience in developing and setting up workflows and SOP’s.

 

 

Safeguarding is fundamental to the success in all that we do. Whilst this role does not require a DBS check, successful candidates are to be reminded that we may review the role and the requirements at a later date which could result in standard background and DBS checks.

 

Tottenham Hotspur Football Club welcomes applications from anyone regardless of age, disability, race, or ethnic and national origins, religion or belief, or sexual orientation.