JOB DESCRIPTION

Job Title:

/

Tours & Events Co-ordinator

Hours of Work:

/

35 hours per week (flexible 5 days over 7)

Department:

/

Fan Services

Location:

/

Goodison Park

Responsible to:

/

Events Manager

Responsible for:

/

No line management responsibilities

DBS Required:

/

Yes

Role Summary

The Tours & Events Co-ordinator is responsible for ensuring the selling, administration, organisation and delivery of the Everton stadium tour offering.
They will also act a key support to the Club Events Manager with the running of all Club events, including match days, Club awards, corporate events and other major events the Club hold.

Key Responsibilities

Tours
·  Assist in the delivery of all tour products
·  To ensure the tours are set up on the ticketing system and support the sales process by taking queries and offering advice to potential visitors to the stadium.
·  Provide lists of customers who have booked for each tour to tour guides.
·  To liaise with Sodexo and the Stadium Operations Team to ensure the areas of the tour are clean and accessible.
·  Ensure all Health & Safety documents are in place for the safety of all tour customers
·  Ensure all tours are suitably staffed and the tour guides have all of the resources and training they require to provide an excellent and memorable experience for customers.
·  Provide excellent customer services and up sell by encouraging customers to visit the Club shop etc.
·  Manage and respond to all customer feedback to ensure the tours continue to improve and meet the expectations of customers
·  Ensure all tours run efficiently, fitting around fixtures and any building or improvement works around the stadium to meet customer demand.
·  Ensure all the health and safety and fire regulations are adhered to.
·  Assist the Events Manager in the continued development of the Club’s tour offering.
Matchday and Applicable External Events

·  Supporting the Club Events Manager in the delivery of the Being the Best Club pillar to deliver inspirational and engaging events and match days.

·  Work with the Events Manager to continually increase the number of fans enjoying pre-match activities to enhance their match day rituals and in turn creating memories with their families.

·  Alongside the Events Manager, work with the fan based services team ie Head of Fan Based Services, Supporter Liaison Officer and Disability Access Officer to increase our scores for fan engagement for both the Premier League fan survey and Visit Football observations.

·  Support the Club Events Manager with the management and overseeing and delivery of all external events, including but not limited to, End of Season Awards, Managers away days, Partnership events, any other club related events.

·  Develop fully researched and budgeted proposals for each event, including information such as target audience, venues, catering, entertainment, guest speakers, projected attendance figures, financial objectives and pricing strategies, sponsorship strategies and resource plans.

·  Act as a key point of support for the Club Events Manager with project management for some event, supporting the delivery of the event, from inception to evaluation, liaising with relevant internal departments.

·  Develop guest lists and seating plans for events.

·  Organise and attend planning meetings with external suppliers.
·  Act as supportive liaison between the Club and suppliers, responding to any questions or queries in an efficient and effective manner

·  Work with the Clubs Disability Access Officer to ensure all External events are inclusive for all audiences and where necessary appropriate adjustments made to allow this.

Internal Events
·  Support the Clubs Events Manager and Events Committee, by organising meetings, delegating tasks, producing action plans, evaluating feedback and managing the budget.
·  Support the Clubs Events Manager in developing a range of engaging and inspiring social events, activities and fundraisers throughout the season.
·  Act as a key point of contact for all Committee members, ensuring all members are communicated to and their departments contribute ideas.


PERSON SPECIFICATION

Skills & Abilities
Essential / Desirable
·  Excellent Customer Service skills
·  Impeccable organisational skills
·  Very high standard of written English as well as professional communication skills over the telephone and face-to-face..
·  Excellent interpersonal skills to establish and maintain positive working relationships.
·  Ability to listenand communicate clearly,concisely, confidently and constructively to ensure mutual understanding.
·  Ability to elicit cooperation from a variety of sources.
·  Ability to stay calm in pressurised situations
·  Ability to resolve matters arising creatively and productively
·  Ability to progress queries/issues to a successful conclusion openly and quickly.
·  Pro-active; able to self-motivate and use own initiative in the absence of clear guidelines or when working alone by identifying tasks, projects and/or potential problems in advance, creating solutions and taking ownership of outcomes as appropriate.
·  Ability to work to tight deadlines, ensuring a continued high-level of service and delivery.
·  Ability to conform to shifting priorities, demands and timelines.
·  Ability to enthuse and inspire those working and operating around you.
·  Ability to manage change and lead by example / ·  A creative mind in both delivery and attitude
Knowledge & Experience
Essential / Desirable
·  Experience of delivering tours/stadium tours
·  An excellent knowledge of Everton Football Club, Goodison Park and football generally.
·  Proven experience in supporting and organising a variety of high-profile events.
·  Passionate about football, and engaging fans with the Club
·  Experience of managing budgets and controlling costs for accounting purposes for the Head of Events.
·  Experience of managing people and delegating tasks as required.
·  A good understanding of Event management and co-ordination and ability to identify the market needs to grow business.
·  Experienced administrator, adept at seeing the importance of all tasks, however menial.
·  Experience in running varied small – medium Events and audiences and supporting at large events / ·  Knowledge of the Club’s ticketing and customer feedback systems.
·  Technical knowledge and understanding of equipment that enhances the event experience
·  Knowledge of health and safety requirements and regulations.
·  Has previous Events co-ordination experience within a sporting or event background
·  Has previous experience of co-ordinating Events to ensure the Event is fully inclusive to all people.
·  Can demonstrate an understanding of Equality and Diversity , safe guarding and accessibility requirements for an Event
Personal Attributes
Essential / Desirable
·  Able to demonstrate Everton Football Club’s values
·  Innovative and a game-changer
·  Accurate with an excellent eye for the smallest details
·  An efficient, organised and flexible approach.
·  A commitment to providing outstanding service.
·  Evidence of on-going professional development.
·  A commitment to the vision and values of Everton Football Club
·  Willing and able to commit to working evenings and weekends as required ( includes all Match days including staying after Full time when applicable i.e. Fan Zone if open and Non match day events outside of normal working hours )
·  Driven
·  Sense of humour
Qualifications
Essential / Desirable
·  Project Management training or relevant qualification
·  Grade C or above in Maths and English at GCSE (or equivalent level) / ·  Prince 2
·  A degree (or equivalent) in a related field
·  Health & Safety qualifications
· 


GENERAL RESPONSIBILITIES

General Responsibilities
Employee Relations
To make suggestions to improve the working situation and contribute to positive employee relations within their area of work and Everton Football Club as a whole.
Health & Safety
To take reasonable care for the health and safety of yourself and other employees and members of the public who may be affected by your acts or omissions at work.
To comply with all aspects of the Everton Football Club Health and Safety Policy and Arrangements, to enable the Company to perform its civil and statutory obligations in relation to Health & Safety.

Customer Service

Identify and meet the needs of colleagues and our customers, focusing on initiating and welcoming contact and communication whilst striving to deliver first class customer service.
Recognise potential complaint situations and make effective steps to avoid and/or resolve these situations.

Self Development

To take responsibility for your own development and to help realize your own potential by undertaking any necessary internal or external training sessions in accordance with the Company’s Performance and Development Review Policy.
Team Work
Ensure effective communication within your work team and across the Company whilst actively offering support and guidance as necessary.

Equal Opportunities and Harassment

To cooperate with measures introduced to ensure there is equality of opportunity in employment. To ensure understanding, awareness and compliance with the Company’s Equal Opportunities Policies.
To ensure that the working environment is free of sexual and racial harassment and intimidation and any other form of harassment constituting unacceptable behaviour which is personally offensive.

This document is a guide only and should not be regarded as exclusive or exhaustive. It is intended as an outline indication of the areas of activity and will be amended in the light of changing needs of the organisation.

All employees may be required to undertake any other duties as may be reasonably requested.