Head of Hospitality

6 months ago

Manchester, United Kingdom Manchester United Full time

**Head of Hospitality and Service Delivery**
**Location: Old Trafford, Manchester**

**At Manchester United, our focus is to create a high-performance environment where everyone can be their best, working together towards our common goal of football success. We believe the key to achieving this goal is connection and collaboration. Everyone coming together, working from one of our Manchester United office locations every working day to share skills, knowledge and ideas, building on the best of what we already do and looking at where we need to change and innovate.**

**We are committed to the continual growth and development of colleagues through access to skills platforms such as LinkedIn Learning. We also offer a range of wellbeing support, including an employee assistance programme, access to health checks, digital GPs & nutritionists through Aviva Digicare+ Workplace, enhanced family leave, plus schemes such as Cycle 2 Work and holiday purchasing, where you can buy up to 10 extra days of additional leave. You’ll have access to a complimentary lunch and parking every day, alongside gym facilities and regular colleague socials.**

**From a reward perspective, in recognition of high performance, all colleagues are entitled to an annual performance bonus. As a member of our team, you’ll also gain access to an exclusive range of club and partner discounts via our benefits platform, United Rewards.**

**The Purpose**:
Leading the daily operations of Manchester United service functions, including Catering, Events, Museum & Tour, clearly defining, assigning, and delegating responsibility and authority for the operation of the various departments.

**The Role**:

- Driving the strategy, innovation, and new ways of working to lead and develop the wider operational delivery team
- Responsible for creating a fan centric strategy, that continuously provides world class service, through developing high performing teams.
- Promoting and embedding best practice service delivery, driving continuous improvements in all service delivery areas, and ensuring that the Club is aligned to the latest market trends across all aspects of customer experience.
- Continuously assessing and reviewing the service delivery model against emerging demands and customer expectations, and explore, evaluate, and propose solutions that address changes in need.
- Lead the effective monitoring of supplier service delivery for adherence to technical, performance and contractual specifications, and ensure that any deviations, risks, and issues are resolved in a timely manner to minimise service disruption.
- Ensuring continuity of world class service for the Club, through effective forward planning and management of known events and responses to priority incidents or issues.
- Providing strategic planning and goal setting to achieve constant improvements in guest service, product quality, financial performance and employee growth and development.
- Supporting and deputising for the Operations Director and attending appropriate meetings and compiling and issuing reports as requested.
- Ensuring the strict control of GP’s, wages, wastage, and stock control across the business and that all purchases are made within policy and budget.
- Ensuring the monitoring and evaluation of supplier performance and quality.
- Managing the development, implementation, and maintenance of quality service standards and that all catering services exceed customer expectations.
- Actively develop and maintain good working relationships with key internal customers, resolving any problems and complaints as quickly as possible.
- Liaising with internal stakeholders at all levels including Carrington Training Complex and actively build strong relationships to ensure communication is maintained and customer expectations met.
- Actively promote an excellent working environment, effectively motivating, developing, and empowering all team members.
- Maintaining effective communication channels between staff and management to promote a high performing culture and environment.
- Ensuring high standards of performance from catering management and delivery of the company objectives undertaking regular performance reviews and the annual reviews.
- Establishing and monitoring the supply of casual workers, to meet Club demands and deliver excellent service levels.
- Facilitate the induction and training for the casual workforce, enabling a high performing and engaged workforce.

**The Person**:

- Proven track record in leading a large-scale hospitality/catering industry function.
- Excellent understanding of the requirements of leading multi discipline teams
- Proven experience of designing and implementing fan/customer centric strategies in a large operational environment
- Commercially astute, to manage and negotiate contracts with third party suppliers. With budgetary responsibility for high value 3rd party contract agreements.
- Solid experience in extensive event planning

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