Operations & Guest Experience Lead

Tottenham Hotspur Football Club; Enfield; On-site; GBP 26,000 - 34,000; Full time

Job summary

Tottenham Hotspur Football Club is seeking an operations-focused professional to lead and assist with the Training Centre and The Lodge activities. You will support high standards of service, manage guest experiences, and coordinate events while liaising with senior stakeholders.

Role requires IT literacy, customer-facing background, and a proactive, discreet approach to safeguarding and operations at the site in Enfield.

Qualifications

• Experience in 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

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

Skills

Customer service

Event coordination

Stakeholder management

Education

Health and Safety awareness

Tools

Microsoft Office

Job description

Tottenham Hotspur Football Club is seeking an operations-focused professional to lead and assist with the Training Centre and The Lodge activities. You will support high standards of service, manage guest experiences, and coordinate events while liaising with senior stakeholders.

Role requires IT literacy, customer-facing background, and a proactive, discreet approach to safeguarding and operations at the site in Enfield.