Stadium Tour Guide Supervisor

Newcastle United Football Club; Newcastle upon Tyne; On-site; GBP 28,000 - 36,000; Full time

Job summary

Newcastle United Football Club is seeking a Stadium Tour Guide Supervisor to oversee day-to-day delivery of Stadium Tours and related visitor experiences, ensuring safety, efficiency and high standards.

You will line-manage casual and contracted Tour Guides, coordinate daily operations, brief on schedules and visitor requirements, and support rotas, training and bookings in partnership with the Stadium Tours Manager.

Responsibilities

• Provide day-to-day line management and clear shift leadership for casual and contracted Stadium Tour Guides.
• Coordinate daily tour operations, allocate duties and deliver pre-shift briefings covering schedules, restrictions, events and visitor requirements.
• Monitor attendance, punctuality, presentation and performance, providing timely feedback and taking appropriate action within your responsibilities.
• Support staff induction and training across tour routes, approved content, customer service, health and safety, safeguarding and commercial procedures.
• Maintain staff rotas and support the accurate recording and submission of payroll information.
• Help manage tour bookings, communications, feedback and operational or customer issues.
• Promote Stadium Tours and support visitor uptake, revenue and budgeted targets.
• Work closely with Stadium Operations, Facilities, Security and wider Club teams to support safe and efficient delivery.
• Identify operational issues and opportunities to keep improving the visitor experience.

Job description

Be part of something bigger. Create unforgettable experiences at the heart of St. James' Park.

We are the heartbeat of the city, a club with bold ambitions on a global stage and deep roots in our community. If you’re driven to raise the bar, make an impact and contribute to a high-performance culture, you’ll find the platform, the people and the pride to do your best work here.

We work as One Club, with excellence, integrity, accountability and relentless ambition shaping how we work together.

This is a great opportunity to develop, learn and make a real contribution in a fast-paced and exciting environment. You’ll be encouraged to bring curiosity, take ownership, share ideas and keep improving, helping us move Newcastle United forward, together.

About the role

As Stadium Tour Guide Supervisor you’ll support the effective day-to-day delivery of Stadium Tours and associated visitor experiences. You’ll provide operational leadership to our Tour Guides during shifts, making sure tours are delivered safely, efficiently and to consistently high standards.

You’ll line manage our casual and contracted Stadium Tour Guides, coordinate daily activity and respond confidently to operational and customer issues. Working closely with the Stadium Tours Manager, you’ll also support rotas, training, bookings, payroll information and continuous improvements that enhance the visitor experience and commercial performance.

What you’ll do

• Provide day-to-day line management and clear shift leadership for casual and contracted Stadium Tour Guides.
• Coordinate daily tour operations, allocate duties and deliver pre-shift briefings covering schedules, restrictions, events and visitor requirements.
• Monitor attendance, punctuality, presentation and performance, providing timely feedback and taking appropriate action within your responsibilities.
• Support staff induction and training across tour routes, approved content, customer service, health and safety, safeguarding and commercial procedures.
• Maintain staff rotas and support the accurate recording and submission of payroll information.
• Help manage tour bookings, communications, feedback and operational or customer issues.
• Promote Stadium Tours and support visitor uptake, revenue and budgeted targets.
• Work closely with Stadium Operations, Facilities, Security and wider Club teams to support safe and efficient delivery.
• Identify operational issues and opportunities to keep improving the visitor experience.

The team

You’ll be part of a friendly, supportive and dedicated team who will help you settle in and succeed. We value curiosity, teamwork and a positive approach, and we’re committed to creating an environment where people feel trusted, included and empowered to do their best work.

We work with high standards and a continuous improvement mindset, supporting each other as One Club and taking pride in doing the right thing.

United As One.

We’re committed to building an inclusive, high-performance culture where everyone feels safe, respected and able to thrive. Equality, diversity and inclusion are central to who we are, and we believe the diversity of our people is one of our greatest strengths.

We work as One Club, reflecting the communities we serve, acting with integrity, and creating an environment where everyone can be their authentic self and achieve their full potential.

Safeguarding

We’re committed to creating an environment where everyone is safe, heard, valued and able to thrive. Safeguarding and welfare are central to the way we work, and we expect everyone to play their part in doing the right thing and upholding the highest standards of care.

We work with high standards and a continuous improvement mindset, supporting each other as One Club and taking pride in doing the right thing.

This position is UK based and requires proof of the right to live and work in the UK. All job offers are conditional upon background checks, including reference history, DBS checks, and verification of your eligibility to work. Please note, we do not sponsor applicants without the right to work in the UK.