Venue General Manager
To lead and inspire a team of HODS and their own teams to optimise sales, profitability and guest service, underpinned by a structured approach with appropriate focus on compliance with relevant company polices, standards and employment principles.
Reporting to your BD and through close liaison with our Client partners, you will be directly responsible for the key result areas below (amongst other general responsibilities):
Collaboration – Frequent liaison with our client and your BD to agree strategy and direction of travel, developing and monitoring tactical plans to deliver
Structured Approach – ensure that all activities have a clear purpose and measurable outcomes, with a disciplined and pace approach to completion, including the review and application of lessons learned.
External landscape – keep abreast of competitor activity and market trends which may impact our operation and make suggestions to evolve / keep ahead of ‘the curve’.
Projects – strong focus on collaboration with Client, our stakeholders and contractors to plan and deliver various capex and innovation projects
Ownership of the day to day delivery of consistent and exceptional product quality and service standards to achieve and ideally exceed department targets and grow our reputation for celebrated customer experiences
Readiness to trade - Oversee and ensure that all services within remit are ready for operation at specific time and to the agreed standard.
Hospitality – Drive our guest focus culture through consistently demonstrating an in-depth knowledge and appreciation of hospitality standards and client needs, that is infections throughout your team.
Innovation - Close and detailed liaison with our Client, premium area key partners and our Commercial Team to plan and deliver innovative solutions
Consistency - Regular monitoring and development of each department to ensure that food quality, presentation, staffing reviews and consistent standards are maintained according to our IPOE culture.
Liaison with our procurement, 3rd party suppliers and contractors to underpin effective product quality, service delivery and cost-effective margins.
Monitor and maintain the Health and Safety policy - process and culture across the venue
Brand - Operate and further develop consistently high brand standards within each area
Communications - Directly liaise with client representatives and your Team Managers to ensure that communication and expectations are clear. Use structured, regular and consistent meetings as a key tool.
Guest Focus – Champion the guest focused culture, continually sharing and acting on client and customer feedback
Health & Safety – Lead the H&S culture and compliance across the venue
Structure – work with the BD to agree and sign off appropriate structures to flex resourcing between fixed and variable workers across all Departments and with appropriate factoring to address extended and weekend operating hours.
Appoint, lead and manage the Fixed team to ensure consistent and effective operational delivery
Sourcing and deployment – ensure that effective and robust recruitment plans and processes exist to source and deploy large volumes of casual workers per differing event requirements.
Culture - Work closely with the management team to develop and sustain a high level of team energy and engagement, focused on great food and hospitality
Review and Develop - Conduct regular performance reviews and talent management / succession planning activity, based on agreed and measurable KPI’s. Oversee and drive the training plan and activity with your Heads of Departments
Communications - ensure effective team communication flows (in all directions) throughout the O2 Arena
Reward and recognise - Recognise and celebrate success. Ensure consistent and objective salary and bonus arrangements are in place.
HR compliance – work closely with HR team and lead Line Managers to ensure complete and consistently effective adherence to all legal obligations
Financial & Business Development:
Financially accountable for all costs and profitability of the venue, actively working with the Finance Manager to deliver accurate and timely forecasts, budgets and P&L’s
Cost Management - Be in control of all operating costs in line with set targets
Key analytics - frequent review of performance statistics to identify opportunities for growth/ remedial actions, with tactical plans in place to address
Commerciality - ensure competent levels of commercial understanding and awareness through Line Managers and their teams.
Product development - Liaising with culinary and marketing specialist colleagues to implement continuous product development and drive increased spend per transaction.
A naturally confident leader, with senior management experience to inspire large operational teams to deliver results – min 5 years’ experience at F&B management level (essential)
Confidently able to manage a mixed portfolio of outlets and business functions.
Likely to be currently working within a stadium / arena environment
Senior management presence to engage with Client, peers and functional specialists.
Positive and passionate focus on food – a natural flare for hospitality
Experienced in leading the implementation of projects and change programmes
Comfortable working within brand guidelines to deliver results
Excellent communication skills – able to influence all stakeholder levels
Experience of working with a client group
Previous P&L accountability and evidence of commercial nous
Exudes confidence, energy and charisma
Can effectively switch between being the leader and a team player according to the situation at hand.
Structured approach but also demonstrates flexibility and agility
Calm and resilient. Not deterred by an’ unforeseen challenge’
Problem solving skills
Willing to work evenings and weekends as required
St George’s Recruitment – Retail & Leisure, is acting as an employment agency in regard to this vacancy. We specialise in finding great jobs for great people; our consultants handle a wide range of retail roles. If you’re looking for a fresh approach to retail recruitment, please contact us now.