Head of Guest Experience

Who We Are

Founded in 1882, Tottenham Hotspur is an iconic English football club, playing in the Premier League and Women’s Super League. From North London to the world, our fanbase spans continents, cultures, and generations. Spurs is a club that’s always dared to push boundaries, breaking new ground and rewriting history.

We offer world-class facilities: In 2019, we opened our state-of-the-art Stadium, a £1 billion landmark that’s the beating heart of North Tottenham’s transformation. More than just a football ground, it’s an engine of change — creating 4,000 jobs and injecting £300 million into the local economy every year.

We’re at our brightest when we’re all together.

Our Club, our teams, our community.

There is only one Hotspur. Tottenham Hotspur.

The Role

Tottenham Hotspur is a world-famous football club based in North London. Off the pitch, the Club has a strong and successful business model centered around building a platform for long-term success, which includes a new world-class stadium, purpose-built training centre and six-star residence.

The Club operates out of multiple sites, including its Headquarters at Lilywhite House N17, where the role will be primarily based.

The Club is seeking a Head of Guest Experience to own the ongoing evolution of the customer journey, and execution of the member benefits program for all areas of the Venue. Ranging from matchday attenders to public season tickets holders, through to The H Club (Private Members Club) and our six-star ‘Lodge’ / Residence. The Head of Guest experience will work with various key stakeholders, including our Head of Supporter Experience, to ensure our supporters and customers have a positive experience.

The position will involve working irregular hours (e.g., evenings / Saturdays / Sundays / Bank Holidays) so a flexible candidate is sought.

Job Purpose

This role embraces the customer journey from ‘end to end’, owning the project management, consolidating and vision across all levels of the business. This person must quickly establish and sustain a reputation for innovation, consistently delivering excellence, making the site ‘the place to be’ for legendary customer service and a renowned center of excellence.

About You

Key Responsibilities

• Manage all aspects of the Guest Experience and Premium Membership Team
• Meet and continually exceed the expectations of all members and visitors, leaving them with lasting positive memories of their visit to the Tottenham Hotspur Stadium
• Passionate, visionary, and energetic leader and project manager, able to demonstrate true leadership for mobilising teams to deliver to exceptionally high standards at all times, with continuous improvement and development.
• Assist the Senior Leadership Team with coordinating the various THFC sites for the guest experience team, working with all internal departments, including our service partners
• Overall accountability for quality control and achieving consistent guest and client satisfaction scores
• Working with the Event Delivery and Catering Team on preparations, standards of performance and the execution of events to a high standard
• Work closely with all internal teams to shape and drive amazing guest satisfaction, through operational excellence and leading-edge innovation and product / process developments. Must embrace global trends and be continually market leading
• To continually analyse and develop our VIP and client experience across all areas of the business
• To evolve our tiered approach to multiple layers of guest experience, refreshing our guest experience and ensuring we remain world class in everything we do
• To conduct research at other venues and through other industries to ensure our client delivery is considered best in class
• To deliver a matchday experience that takes us forward with the Premier League improvement program, as well as other leading industry related development programs
• Review and respond to premium guest feedback and complaints on behalf of the business.
• Build relationships with key multi-site teams and management, to service partners, guests and visitors and front-line staff
• Responsible for recruitment and development of direct reports – including the coaching and development on ‘best-practice’
• Prepare and ensure all matchday and non-matchday guest requirements are planned and delivered, for example: event invitations, suite and membership checklist, parking, concierge services, etc.
• Bring real leadership to the Guest Experience and Premium Membership Team

What you will bring

Personal Attributes

• Team player – integrity, proactive, positive, supportive, quality and accountability
• Interested in sport and entertainment, and is detail orientated
• Organised and business minded approach to working with in a fast-paced environment
• Strong customer service and interpersonal skills
• Conflict resolution skills

Skills & Experience

• Management experience, leading and inspiring teams to deliver exceptional guest service
• Has run a concierge desk, private members club, hotel, or high-end entertainment business. From appointing appropriate calibre of staff, to developing and sustaining a high level of energy and engagement, focused on great guest service
• Multi-site / multi venue experience, is an advantage. Able to manage a mixed portfolio of experiences across both public and private memberships
• Track record of successful project management - leading the implementation of change management to deliver new guest benefits
• Excellent client and stakeholder management presence and interpersonal skills. Can demonstrate leadership qualities and how to lead and manage change
• Demonstrates passion and hunger for leading an exceptional guest experience, able to inspire the entire and varied team to work ‘as one’ to delight in delivering the best possible product and experiences
• Balanced structured approach, resilient, problem-solving skills with ability to flex and adapt as required
• Excellent verbal and written communication skills
• Will previously have delivered world class guest experiences within cost parameters
• Highly organized and able to manage multiple projects at any one time. Ability to prioritise, work to tight deadlines and autonomously
• Proficiency in Microsoft Office including Word, PowerPoint, Excel, Access and Outlook Microsoft CRM system experience is a plus

The Tottenham Hotspur Way

Is to push harder, rise higher and forge greater. We involve, inspire and elevate one another to be our best selves, to produce exceptional on and off the pitch. Every day brings us opportunities to improve and make the impossible, possible.

Our values that bind us

DREAM THE IMPOSSIBLE – Impossible made possible when we think outside the box

DARE TO CHANGE THE GAME – Relentlessly strive for glory and leave our mark on the world

DO IT OUR WAY – Win the right way, never at all costs.

Our Responsibility to you

Safeguarding is fundamental to the success in all that we do. Successful candidates are to be reminded they would be subject to various background, DBS, and reference checks for this role. We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.