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About the Role

Craven Cottage tour guides are essential to making the stadium tour a popular London experience for football fans and visitors. Guides are expected to be hardworking, well-presented, passionate, and dedicated to exceeding guest expectations. They must be proactive, receptive to feedback, and serve as enthusiastic club ambassadors.

Responsibilities

• Support the delivery of the Craven Cottage stadium tour across all operations.
• Deliver engaging stadium tours to a diverse range of guests.
• Handle payments accurately.
• Provide an exceptional customer service experience.
• Deliver personable tours, including welcoming and bidding farewell to groups.
• Address a wide variety of customer inquiries effectively.
• Act as a proud and enthusiastic club ambassador.
• Take photos for guests when permitted.
• Liaise with stadium management, tour manager, and security as needed.
• Ensure the tour route is clean, clear, safe, and adheres to health and safety policies.
• Promote the club, including ticketing, retail, hospitality, and events.
• Deliver other tours relevant to Fulham Football Club.
• Perform other reasonable duties, including covering for absent staff.
• Ensure the safety and security of staff, visitors, and the ground during tours.
• Follow instructions from stadium management and security personnel.

Requirements

• Be smart and well-presented.
• Demonstrate a guest-oriented approach.
• Maintain a positive attitude.
• Be friendly, flexible, and proactive.
• Possess strong teamwork skills and the ability to work independently.
• Be knowledgeable and passionate about Craven Cottage and Fulham Football Club.
• Be willing to improve and develop skills.
• Be reliable and punctual.
• Uphold high personal standards.
• Value and respect others.
• Take responsibility for actions.
• Be willing to work home match days if required.
• Be willing to wear official club branded clothing as directed.
• Be able to regularly work weekends.

Skills

• Excellent communication skills with confidence to speak to large groups.
• Customer service skills with a desire to improve.
• Ability to study and learn the history of the club and ground.
• Ability to present information engagingly, with historical accuracy, and within required timings.
• Ability and interest in staying up-to-date with club news.
• Willingness and ability to work in an office environment, responding to emails, answering inquiries, and selling tickets when necessary.

Location

• Craven Cottage

Work Type

• Casual
• Weekend work
• Weekday work
• Bank holiday work
• Match day work
• Evening shifts
• Early starts

Experience Level

• Full training will be provided.

About the Company

• Fulham Football Club