Our Values are simply the things that are most important to us and will be demonstrated through the way in which we behave in achieving our business objectives. Our people are at the centre of the delivery of our Club Values.
The positions purpose is to support with the delivery of world-class matchday hospitality operations and experiences across all Club/relevant venues, with a clear mission of maximising client value, process/systems improvement and driving profitability. This role is also critical to supporting and delivering an annual calendar of exceptional client engagement events and revenue-driving initiatives. Finally, this position is key in supporting the Club’s transition back into the world-class New Riverside Stand, with accountability for helping create and deliver pioneering new hospitality experiences, systems and processes.
Responsibilities include but are not limited to:
Seamless and successful delivery of all matchday hospitality operations and experiences
Liaising and supporting all operational relationships, including, but not limited to:
Stadium caterers
Staffing agencies
Ticket provider
Event-day suppliers
Transforming the Club’s delivery of matchday hospitality including digital match ticket fulfilment, the introduction of a new hospitality portal and CRM system
Developing key relationships with both seasonal and match-by-match hospitality clients, as well as Club partners
Ongoing review, improvement and maintenance of best-in-class systems and processes
Supporting the design, implementation and end-to-end delivery of all New Riverside Stand hospitality experiences
Supporting the facilitation of an annual calendar of client engagement events and revenue-driving initiatives
Hospitality stock and ticket management, including the distribution of all hospitality tickets
Completing all relevant admin tasks efficiently and effectively, including but not limited to:
Budget management
PO’s and menu selection
Guestlists and table plans
Dietary requirements
Car parking
The management and regular sharing of all hospitality debtors with the Sales Team
Supporting the introduction of hospitality client surveys to measure customer satisfaction levels and ensure the Club continually improve the hospitality experience.
Effectively manage inboxes and respond promptly to client queries, maintaining exceptional levels of customer service
Working closely with Hospitality Operations Manager to communicate matchday responsibilities of the Sales Team and any relevant stakeholders
Supporting the Hospitality Operations Manager and Head of Sales & Hospitality Operations with any additional responsibilities
Exceptional organisational skills - you have experience in managing a fast paced and varied workload.
Support the achievement of all commercial targets
Attend regular training to improve best-practice and skill sets
Attendance at all matchdays and major events, including weekends
Maintain the professional standards and perception of the Club’s Commercial teams and operation
Adhere to all relevant club policies
You may also be required to carry out other tasks, not listed, to assist in the efficient operation of our business. At all times you will be required to act in accordance with FFC company policies, follow departmental procedures and maintain the highest level of confidentiality.
SAFEGUARDING
Fulham Football Club acknowledges that everyone has a responsibility for the wellbeing and safety of children, young people
and adults at risk who are under the Club’s care or utilising the Club’s facilities.
As part of Fulham Football Club’s commitment to providing a safe environment for children and adults at risk the Club
requires all staff in child, young person and ‘adult at risk’ facing roles:
• To be clear about the clubs responsibilities when running activities for these groups;
• Will have read and understood the suite of safeguarding policies including safeguarding children policy, adults at risk
policy, anti-bullying policy, whistleblowing and equality policy;
• Understand and promote staff and players code of conduct;
• Will understand how to refer a concern;
• To be consistent role models;
• To complete the Fulham safer Working Practice Workshop as part of induction and the FA Safeguarding Children
workshop; and
• To monitor repeated incidents of poor behaviour and liaise with their DSO or Head of Safeguarding.
EQUALITY, DIVERSITY & INCLUSION
We are committed to supporting an environment where all staff have a personal responsibility to uphold the Club’s Equal
Opportunities Policy by treating fellow employees, prospective employees, casual workers, prospective casual workers, players,
prospective players and customers fairly and impartially
