What you will be doing

• Manage the day to day running of the Museum and Tours office and associated staff members. Responsible for delivering operational efficiency and an outstanding on-site experience for the year-round public visitor operation. Contributing to the wider guest experience programme where required to support year-round events and The Championships.

People Management

• Line management, support and development of two permanent AELTC colleagues in the Museum and Tours Experience office team. Review GPTW results and ensure action plans are delivered.
• Support the Visitor Operations Manager with the staffing requirements of the Museum and Tour Experience team (MET) and Blue Badge Guides to ensure consistent standards of customer service and efficient working practices.
• Ensure that AELTC regulations on safeguarding young people, customer care, equal opportunities, first aid and health and safety are kept up to date and reflect legislative requirements. Ensure all team members including office staff and METs understand and follow these guidelines appropriately.
• Oversee training and review processes for front of house staff ensuring that the AELTC service level standards are adhered to. Implement training for service improvements where appropriate.

Year-Round Operation

• Work alongside the Visitor Operations Manager to ensure the smooth planning and execution of all elements of the year-round guest experience strategy.
• Oversee the staffing, operational and associated security requirements for tours delivered as part of wider events including but not limited to the Debenture tennis day, Member events and Community days.
• Oversee the process required to manage events in the Museum including the annual temporary exhibition launch event and Partner / Member events.
• Lead the operational elements including project plan, F&D, tech, security and EM requests for the bi-annual Tennis History Conference.
• Manage, plan and execute the annual Tour Guides Seminar Day.
• Manage the pre-Championships period and continue the development of VIP tours and elevated guest experience opportunities.
• Observe and learn the process of year-round budget management.
• Work with the Visitor Operations Manager / communications and marketing teams to suggest and monitor year-round public visitor operation communications and advertising campaign to maximise visitor numbers.
• Liaise with internal colleagues and departments to ensure all elements of the tour route are maintained to the highest standards.
• Work with security colleagues to escalate incidents, ensure the safety and security of all guests and staff and respond to incidents and queries.
• Understand the private tour booking process as required including booking in guides, additional staff and processing payments to manage the process in the absence of the private tour lead.
• Coordinate operational matters relating to the day-to-day tour operation, liaising with relevant teams such as Retail, Food & Drink, Estates, Security and the Club to ensure clear communication and respond to challenges as required.
• Complete the end of day finance reconciliation as required.
• Act as decision maker on Museum and Tours operational procedures in the absence of the Visitor Operations Manager.

Technology

• Act as the main point of contact for the visitor management booking system provider and other key contractors. Use data and insight, statistics and system reports to make recommendations in order to improve user experience. Monitor the changes and measure their impact.
• Manage the museum and tours survey dashboard and report on trends and guest feedback. Provide analysis, reports and feedback on these data sources to continually improve our year-round offer and guest experience.
• Act as the lead for all website updates, system upgrades and data governance for the Museum and Tours team.

The Championships

• Plan and manage staffing requirements for The Championships period between June – July.
• Lead The Championships training for METs including all relevant information, service level expectations and guest experience standards.
• Liaise with retail, guest services, security and all other relevant groups to ensure `outstanding’ guest experience and appropriate levels of health and safety for all.
• Manage the MET team and Museum operation during The Championships as per the operational requirements. This includes the management of the queuing system and overseeing museum capacity.
• Lead data driven initiatives for the Museum during The Championships
• Work alongside the Visitor Operations Manager to coordinate and facilitate any commercial or partner events / tours / activations as required in the run up to and during The Championships.

About you: 

• You’ll have a proven track record of delivering exceptional customer experience
• You’ll be tach-savvy and will have experience of working with visitor systems and overseeing the operation of a tourist attraction.
• You’re able to work with data and information in different formats to create management information which can be used to make operational improvements and in turn increase guest satisfaction.
• You can multi-task, and work both as part of a team and independently. Able to manage fluctuating workloads and adapt to different tasks.
• You’ll have excellent written and spoken English language skills and have a good level of numeracy. Additional languages would be an advantage.
• Have good attention to detail, and the ability to work at an intermediate level with Microsoft Office, particularly with Microsoft Excel.  You’re comfortable with the creating and management of spreadsheets and databases.
• You’ll be available to work 35 hours per week, usually on a five day in seven rota basis. This will include regular working on weekends and Bank Holidays. You’ll need to work additional overtime during The Championships.

About us

• The All England Lawn Tennis Club (Championships) Limited (AELTC) organises and stages The Championships, Wimbledon, widely regarded as the world’s premier tennis tournament, hosted on the Grounds of one of the world’s most prestigious tennis clubs.
• Our Heritage team is responsible for welcoming the public year-round, to visit both the award-winning Wimbledon Lawn Tennis Museum and tour the Grounds including the main show courts. We provide visitors with a range of enjoyable, informative and educational experiences, that support our goals as a guardian of the game’s history, keeping AELTC at the pinnacle of the sport.
• Our business has grown in recent years, and we expect this to continue. We have plans to further improve our facilities and invest in our people in future years. Our success is important to us, and we are guided by our key values of Heritage, Integrity, Respect and Excellence.