Duty Operations Manager

Tottenham Hotspur; Greater London; On-site; GBP 25,000 - 36,000; Full time

Job summary

Tottenham Hotspur is seeking an Operations & Guest Experience role at the Training Centre and The Lodge in London. You will lead operational tasks, support events, and ensure high standards of service for guests and stakeholders.

The role focuses on smart operations, smooth delivery of activities, and excellent customer service, including logistics and site asset展示 to visitors. A strong communication mindset and proactive approach are essential.

Qualifications

• Experience in sport, hospitality, event or operational environments.
• Experience in a customer-facing environment.
• Experience liaising with senior management, guests and stakeholders.
• Health and Safety qualification or willingness to work towards it (IOSH).
• Driving licence required.

Responsibilities

• Lead and assist on operational tasks, events and guest experiences at the Training Centre and The Lodge.
• Act as primary contact for Lodge enquiries and events.
• Apply innovative thinking to optimise smart operations.
• Manage tours, bookings and ad-hoc requests from initiation to completion.
• Provide Lodge/Operational evening and weekend cover with timely handovers.
• Deliver excellent customer service and showcase site assets to guests.
• Assist with logistics for guests and equipment.
• Resolve issues promptly with discretion and maintain confidentiality.
• Build positive relationships through effective communication.

Skills

Hospitality experience

Event management

Customer service

Communication skills

Driving licence

IT literacy

Education

IOSH or willingness to pursue Health & Safety

Job description

Role Purpose

• To effectively lead and assist on the operational tasks, events and stakeholder/guest experiences at the Training Centre and The Lodge
• To contribute to the highest standards of operational services with focus on business efficiency, smart operations, customer and stakeholder satisfaction
• To perform the job role in compliance with H&S, Club and departmental objectives and policies

Key Responsibilities

• Work with the TC OPS department to ensure the highest standards of service are maintained at the Training Centre and The Lodge, as well as maximum guest satisfaction and the smooth running of all activities
• Act as a primary point of contact for Lodge enquiries, Training Centre events and operational delivery
• Apply innovative thinking and contribute to optimising the smart operations of the department.
• Manage tours and show visits, the booking of additional events and activities and other ad-hoc requests from initiation and planning, through implementation and closing down
• Regularly provide Lodge and Operational evening and weekend cover as well as timely and factual handovers
• Provide excellent customer service to guests and stakeholders, including showcasing the site’s best physical assets to guests and prospective stakeholders
• Proactively assist with logistical requirements, transportation of guests and equipment
• Take prompt action to effectively resolve and report issues, while maintaining optimum discretion and using a confidential approach to dealing with sensitive matters
• Build positive relationships with colleagues, guests, internal and external stakeholders through effective communication and a positive approach

Safeguarding Responsibilities

• Have a duty to safeguard and promote the welfare of children and young people
• Act in accordance with the organisation’s safeguarding policies and procedures at all times
• Be alert to signs of abuse, neglect, or safeguarding concerns and report these appropriately
• Maintain professional boundaries and act as a positive role model when working with or around children
• Attend safeguarding training as required and keep knowledge up to date

Person Specification

Qualifications / Training

• Experience in a sport, hospitality, event or operational environment
• Experience in a customer-facing environment
• Experience dealing or liaising with senior management, guests, and stakeholders
• Experience / Qualification in Health and Safety, such as IOSH or willingness to work towards it
• Driving license

Skills & Experience

• IT literate, with excellent knowledge of Microsoft office
• Excellent communication and organisational skills

Personal Attributes

• Delivery and task completion oriented
• High attention to detail
• Thinks ahead and takes initiative
• Diligent and relentless in pursuance of targets
• Values & respects others, builds relationships, collaborates
• Gets things done, takes pride and responsibility
• Smart and professional
• Committed to the highest level of customer service
• Team player who will work alongside their colleagues
• Positive and solution orientated
• Discreet and trustworthy