Job Summary
We are looking for an organised, proactive, and customer-focused Hospitality Manager to support the delivery of exceptional hospitality operations across both match day and non-match day business.
Reporting into the Head of Hospitality, the successful candidate will play a key role in maintaining high service standards, supporting commercial performance, developing staff, and ensuring smooth operational delivery across all hospitality areas.
This role requires a hands-on leader with strong attention to detail, excellent communication skills, and the ability to manage multiple priorities within a fast-paced environment.
Key Responsibilities
· Non-Match Day Operations
· Meet prospective clients and conduct venue show rounds.
· Build and maintain strong client relationships.
· Ensure Front of House (FOH) standards and Service Level Agreements (SLAs) are consistently delivered.
· Oversee equipment standards, stock levels, and operational checks.
· Liaise with suppliers and manage operational ordering requirements.
· Produce and manage operational set plans, task allocations, and room setups within agreed deadlines.
· Manage day-to-day event operations and service delivery.
· Monitor guest feedback through platforms such as NiceReply and manage complaints professionally.
· Maintain and circulate MEPs and SLA documentation.
· Complete and maintain operational paperwork including:
· Manage ordering processes including consumables and operational stock.
· Drive innovation in buffet and room presentation.
· Support up-selling initiatives to improve commercial performance.
Match Day Operations
- Deliver and maintain exceptional FOH standards across all hospitality areas for Premier League Football & Super League Rugby.
- Update, circulate, and support training on MEPs and SLAs.
- Prepare and manage operational folders and match day paperwork.
- Coordinate hospitality set plans and turnaround schedules.
- Conduct Pre Match Checks of all areas and IT.
- Deliver operational briefings to hospitality teams.
- Support cashing up procedures and staff training.
- Drive up-selling opportunities and guest engagement.
- Coordinate staffing levels in line with business requirements.
- Conduct post-match reviews including:
- Product performance
- Guest feedback
- Operational action points
Linen & Stock Management
- Manage linen stock counts and inventory control.
- Ensure delivery notes and invoices are accurately reconciled and processed.
Staff Management & Development
· Support staffing plans in line with match day and non-match day business levels.
· Assist with recruitment and on-boarding of hospitality staff.
· Deliver and support staff training programmes including food, beverage, and service standards.
· Review and improve training documents and operational procedures.
· Support staff development and progression opportunities.
· Manage staff cancellations, attendance, and performance feedback.
Business & Financial Awareness
- Support the achievement of departmental budgets and financial targets.
- Maintain awareness of:
- Labour costs
- Payroll percentages
- GP% and COS performance
- Spend Per Head targets
- Support commercial initiatives during key trading periods including Christmas and seasonal events.
Compliance & Health & Safety
· Ensure compliance with all health & safety procedures and company policies.
· Support completion and maintenance of:
o Risk assessments
o Training
o Defect reporting
o Risk management systems
· Ensure compliance with EHO standards and licensing requirements.
· Maintain awareness of food hygiene and personal licence standards.
About You
The ideal candidate will have:
· Previous experience within hospitality or event operations management.
· Strong organisational and communication skills.
· A hands-on approach with excellent attention to detail.
· Experience leading teams in a fast-paced hospitality environment.
· Commercial awareness and a customer-first mindset.
· The ability to remain calm under pressure and manage multiple priorities.
· A passion for delivering exceptional guest experiences.
Pay: Up to £32,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Work Location: In person
