Manager for the London 2012 Olympics Ambassadors Programme

The London Ambassadors were volunteers during the London 2012 Olympic and Paralympic games. Their role was to deliver an outstanding visitor welcome by imparting helpful, accurate and timely information to visitors in an engaging way. We were the “face of London” providing friendly and efficient reception to visitors, offering assistance to all, including those with accessibility requirements, and provide fantastic customer service.

In my role, I was interviewed by Ben Brown for the BBC and by Ros Atkins for the BBC World Service. View more details about the London Ambassadors Programme.

My critical personal skills required in this role were:

• Enthusiastic and energetic approach
• Immense inter-personal skills
• Self motivated
• Good knowledge of London’s attractions and facilities
• Great communication, listening and organisational skills
• Flexible and adapting quickly to change
• Managerial experience

As a manager, my role was:

• Managing the operational needs in any of the 43 locations we were based at
• Resolving problems and issues by escalating issues and problems to the Management Cell where appropriate
• Establishing working relationships with other visitor services – e.g. tourist information services
• Managing relations with local stakeholders, landowners, media, service providers and other visitor services in the area
• Timely and collaborative communication with key stakeholders in each area
• Act as the key contact point when advised and directed by the Management Cell for relevant local dignitaries who may wish to visit pods and/or meet London Ambassadors
• Facilitating the correct installation and usage of IT systems
• Organising replacement uniforms and other volunteer equipment as needed
• Ensuring sufficient visitor materials are available at all times
• Assisting in the training of the London Ambassadors where and when needed
• Supporting the Ambassadors with interaction with the public
• Ensuring correct policies and procedures are adhered to
• Responsible for the welfare, performance and motivation of the volunteers
• Ensuring a smooth transition of volunteer shift patterns and breaks, and briefing / de-briefing the team at the start and end of the volunteer shift
• Acting as first point of contact for complaints – from visitors and/or volunteers
• Responsible for the handovers between shift and managers
• Ensuring timely and accurate upward and downward communication, from their Area Manager and to / from the London Ambassador team