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The FA

The FA

Tour Operations Manager - Wembley Stadium


Role Type



Posting Date

Aug 22, 2023

Role description

About the job
It's everyone's stadium...

We are excited to be searching for a Tour Operations Manager to join our Commercial division. The Tour Operations Manager will actively manage the Stadium Tour Operation co-ordinating the day-to-day running of the stadium tour visitor experience. They will oversee all aspects of delivery including front of house, routing, ticketing sales and signage. They will also ensure that tour guides and support staff are in place and are working together to deliver a best-in-class tour experience to visitors at all times.

What will you be doing?
Managing the day-to-day operations of the Wembley Stadium Tour carrying out all delivery aspects including visitor experience, routing, ticketing, admission, and signage.
Act as the main point of contact for casual Tour Hosts overseeing all aspects of staffing and scheduling, ensuring enough coverage for the daily operation and working within budget.
Maintain and manage day-to-day front of house systems including the ticketing system and photography equipment liaising with 3rd party suppliers where required regarding any operational issues.
Co-ordinating key administration changes and updates to the online ticketing platform as required ie. Price changes, new offers and promotions, calendar updates.
Responsible for processing monthly casual payroll and tours billing.
Authorising and checking the final banking and cashing up at the close of business as required.
Manage the relationship with the Stadium Operations, Security and Health & Safety teams.
Manage third party relationships including webapp, e-ticketing, on site photography and call centre.
Organise and hold regular team meetings to share department information, updates and to maintain a high level of communication at all times.
Before opening, ensuring that the entire tour route (including all locations and thoroughfares) is clear of trips, slips and hazards in keeping with PEAPS standards, in readiness for opening.
Provide support on the recruitment and training of all Tour Hosts making sure duties are carried out in accordance with department and stadium policies at all times.
Executes additional tasks as required in order to meet FA Group changing priorities.
Comply with all company policies and procedures to ensure the highest standards of health, safety and wellbeing can be maintained.
As part of The FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.

Important Note - this role is based in Wembley stadium, 5 days per week when the tours are operational. The successful candidate must also be able to work occasional weekends due to the nature of the role.

What are we looking for?

Essential for the role:
Previous tourism and leisure experience.
Proven experience in a relevant level operations role within a large footfall visitor attraction.
Familiar with safety and operational guidelines.
Experience of leading a small team and/or a casual pool continuously improving the customer experience.
Highly organised.
Strong problem solving and dealing with live customer issues.
Ability to lead change and process improvement in order to find efficiencies.
Experience managing relationships with 3rd party suppliers.
Ability to build lasting working relationships with internal and external stakeholders.

Beneficial to have:
Knowledge of a stadium / tours environment.
A good understanding of the sports market place particularly football.
Familiar with e-ticketing systems.

What's in it for you?

We are committed to ensuring everyone can flourish in their roles, to achieve this we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We are also delighted to offer a world-class, Elite Performance Centre, St. George's Park in Staffordshire which is an exceptional setting to develop and inspire high-performing England teams and leaders.

We pride ourselves in offering a competitive salary as well as great opportunities to develop and grow in your role. But that is not all; we also have a range of exciting benefits, some of which can be found below:
Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season encouraging you to connect and learn with your colleagues and look after your mental health and wellbeing.
Free, nutritious lunches, at Wembley Stadium and St. George's Park.
Free private medical cover.
A contributory pension scheme.
An additional Thank You days leave, volunteering days as well as 25 days annual leave.
A hybrid working model offering flexibility on where you work.

For more information on what it is like to work at The FA, please visit our FA Careers page,

Our Organisation

The Football Association [The FA] is the not-for-profit governing body of football in England. It is responsible for promoting and developing every level of the game, from grassroots through to the professional game, and generates significant revenue to support investment into English football each year.

The FA oversees England international teams across men's, women's, youth and disability football, as well as running the National League System and FA Competitions including the Emirates FA Cup, Barclays FA Women's Super League, FA Women's Championship, and Vitality Women's FA Cup, and the world-class facilities of Wembley Stadium and St. George's Park, all with a purpose to Unite the Game and Inspire the Nation.

Your contract with The FA will specify a fixed location of either Wembley Stadium, St. George's Park or our Processing Centre, unless the role is advertised as a homebased contract. The contractual location of this role can be found at the top of this advert on our FA vacancy page.

The FA, For All, For You

Our equality, diversity and inclusion strategy forms an integral part of our long-term commitment to using our influence across English football to create a game free from discrimination.

A Game For All outlines three key strategic commitments – Lead the Change, Be the Change, and Inspire the Change – which will ensure tackling discrimination remains a core priority for English football for years to come.

We are a diverse workplace, aspiring to represent football across the country. The Football Association actively promotes inclusion and diversity, encouraging you to be the best version of yourself at work.

We welcome applications from everyone and are proud to be an equal opportunities employer. If you have any particular requirements in respect of the recruitment or interview process, please mention this during your application.

As part of The FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.

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