Tour Operations Manager Ref: TOM18

This vacancy has now expired, and is not accepting any new applications.

Role location
Type of contract
Full Time

Tour Operations Manager


Closing Date: Monday 26th February 2018


Our Organisation:

The Football Association (The FA) is the governing body of football in England. We are responsible for promoting and developing the game at all levels; from grass roots through to the professional game, The FA Cup and the England International teams, and has two core assets: Wembley Stadium and St George’s Park.


Overview of the role:

  • To proactively manage the Stadium Tour Operation in order to deliver the best possible tour experience at all times. The post holder will oversee Wembley Stadium tour operations ensuring a first class delivery of the tour experience for visitors.


Key responsibilities include:

  • Responsible for the operational delivery of The Stadium Tour:
  • Proactively manage the Stadium Tours operations team and ensure the tour is fully operational during opening hours
  • Proactively manage the relationship with the Stadium Operations, security and safety teams
  • Manage access and control of visitors on tours / security on the tour route
  • Proactively manage third party relationship including smart guide, e-ticketing and call centre
  • Ensure the end to end visitor experience on the tour is world class; ensure that this is continuously reviewed and revised to ensure relevance
  • Organise and hold regular team meetings to share department information, updates and to maintain a high level of communication at all times


  • Help identify and exploit new revenue opportunities for The FA
  • Execute additional tasks as required in order to meet FA Group changing priorities

What we are looking for:


  • Proven experience in a relevant level operations role within a large footfall visitor attraction
  • Knowledge of a stadium / tours environmen
  • Familiar with safety and operational guidelines
  • Experience of leading a small team and/or a casual pool
  • Demonstrable experience of continuously improving the customer experience
  • Highly organised with strong problem solving skills
  • Demonstrable experience of dealing with live customer issues in a productive way
  • Demonstrable experience of leading change and process improvement in order to find efficiencies
  • Experience proactively managing relationships with 3rd party suppliers
  • Ability to build productive lasting working relationships with internal and external stakeholders

Desirable Skills

  • Tourism and leisure experience within a stadium environment
  • A good understanding of the sports market place particularly football
  • Familiar with e-ticketing systems

What we can offer:

  • An exciting and challenging role within a changing, dynamic and world-renowned sports organisation.
  • Attractive benefits and a competitive salary for the right candidate.



The Football Association Group promotes inclusion and diversity, and welcomes applications from everyone. If you have any particular requirements in respect of the recruitment or interview process please mention this in your covering letter



This vacancy has now expired, and is not accepting any new applications.

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