We're looking for a Guest Services Coordinator to join our Operations team at Wimbledon. 

What you will be doing

• To support the planning and delivery of the year-round and Championships Guest Services programme, including the management and training of the Guest Service Teams, the delivery of core Championships services provided to guests and the uniform operation for year-round and Championship colleagues.
• Plan and deliver the core Guest Services provided to our year-round and Championships guests; to include information points, lost property, left luggage, phone charging stations, guest publications and dedicated guest spaces (Family Room, Quiet Room, Sensory Room).
• Management of Guest Services Hosts Team for The Championships (team of 120 staff) who deliver the front-line Guest Experience, such welcoming and wayfinding, ticket scanning, and information points.
• Plan and deliver a Guest Services training package that includes best practice and role specific training to our Guest Services Host Team (online and in person).
• Lead on all pre-event staff communications with support from Guest Services Manager, and coordinate staffing rotas including scheduled breaks and days off.
• Support with the management of the year-round relationship and requirements of the Honorary Stewards and Service Stewards to ensure they are prepared for the Championships.
• Support the integrated planning for the other Championships guest groups with the relevant stakeholders and functional areas across the organisation.
• Management of the year-round and The Championships uniform programme including managing the Uniform Master Schedule, which includes full details of all departments and teams specific uniform requirements and relevant allocation eligibility.
• Sourcing (where necessary) and distribution of various items of clothing in a timely fashion in line with the year-round needs and The Championships schedule.
• Manage the uniform budget, ensuring orders do not exceed the budget allowance and provide regular forecast updates to the Finance department in line with any changes.
• Liaise with and manage all stakeholders to ensure their agreed requirements are met and any additional requests are managed appropriately.
• Liaise with the Retail team to support the delivery of uniform items from suppliers and partners (Ralph Lauren and Babolat), as well as with planning for 2024 requirements and product development.

What part your role will play in The Championships

• As part of the Operations Team, you will play a key role in delivering the Championships. You will be leading on the uniform project to ensure all directly employed Championships staff receive their uniform in the agreed timelines.
• You will also be supporting the management of the Guest Service Hosts Team to ensure they are well trained, organised and motived throughout the Championships.
• You may also be asked to pick up and lead on varied tasks and projects to support the wider Championships operation at the discretion of the Guest Services Manager.
• Flexibility through The Championships period will be required and there will be a requirement to work extended hours and additional days.

About You

• A proven track record of working in a large scale even environment and providing excellent service to both internal stakeholders and external guests.
• Experience of managing a team in an event environment.
• Very well organised and able to coordinate different projects using excel and/or other similar programmes.
• Motivated, inquisitive and confident, you will need to have the ability to ask questions and make independent decisions and handle sensitive information discretely.
• Have a good level of computer skills, including Microsoft Office (Excel, Word etc.). The ability and desire to learn and understand role specific computer programmes and software.
• Be able to collaborate with team members to work towards shared objectives.
• Self-motivated with evidence of working on own initiative within guidelines; pro-active flexible approach to work and able to cope with changing priorities.
• Have experience of working unsupervised with a pro-active flexible approach to work and able to cope with changing priorities.
• A good verbal communicator, with the ability to accurately record information.
• Excellent service delivery and customer service skills.
• Some understanding of basic Health and Safety principles and procedures would be beneficial, including some understanding of manual handling.
• Willing to work across the site in a variety of locations and happy to undertake some manual lifting, delivery of items across our 42-acre site.
• Must be flexible to work on different days of the week in line with site demand. This will include regular Saturdays and some work on Sundays.   

 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 business has grown in recent years and we expect that success 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.
• The Operation Department’s role is to plan and deliver The Championships, as well as the year-round operation of the club.