Match Day Fan Experience Team Member

• Guests feel welcomed, supported and informed.
• Issues are handled early and appropriately.
• Clear communication with Supervisors and other teams.
• Positive feedback from supporters and colleagues.
• Accurate and useful matchday reporting.

• Act as a clear and friendly point of contact for supporters on concourses and external areas.
• Provide accurate information on wayfinding, facilities, timings and general matchday queries.
• Support families, accessibility users and guests who may need extra assistance.
• Proactively approach guests who appear unsure or in need of help.
• Resolve straightforward guest issues calmly and professionally.
• Identify when an issue needs escalation and follow the correct process.
• Direct guests to muster points where required and support handovers to Supervisors or Safety.
• Remain calm, polite and reassuring in challenging situations.
• Attend pre-shift briefings and understand deployment instructions.
• Be in position on time and remain flexible as areas become busier.
• Support arrival, half-time and departure flows as directed.
• Rotate positions and cover colleagues' breaks when required.
• Follow all safety instructions and operational guidance.
• Log key guest interactions, issues and feedback using iPads or provided tools.
• Share repeat questions, themes or concerns with Supervisors during the shift.
• Contribute to end-of-day insight through accurate reporting.
• Represent Tottenham Hotspur in a professional and positive manner at all times.
• Wear the correct uniform and ID while on shift.
• Follow safeguarding, health and safety and brand standards.
• Treat all guests and colleagues with respect.

• Typically work a 5-hour matchday shift.
• Shifts include evenings, weekends and bank holidays.
• Comfortable standing and moving around the stadium for long periods.
• Attend training sessions, familiarisation tours and briefings as required.

• Confident and friendly communicator.
• Comfortable engaging with large and diverse crowds.
• Calm under pressure and able to think clearly.
• Reliable, punctual and professional.
• Willing to take direction and work as part of a team.
• Positive attitude with a genuine interest in helping others.

Previous customer service or event experience is helpful but not essential. Full training will be provided.