Head of Operations

With five generations of success, Heaton Group has long been at the forefront of property development, capable of handling every aspect of the development process, from site acquisition and planning to construction, sales, lettings, and asset management. Our Cotton Works site is the largest brownfield site in the North West under single ownership. The Heaton Group's master plan will create a new, urban, destination neighbourhood for Wigan; a place to live, work, trade, shop, eat and drink.

About the Role:

The Head of F & B Operations is responsible for leading the operational delivery of hospitality across the business, ensuring robust processes and procedures are in place, driving revenue and profitability through strong cost control, effective budgeting, and operational efficiency. The position also plays a key role in embedding culture, overseeing induction and training programmes, ensuring compliance with Health & Safety standards, and supporting continuous improvement across all hospitality touchpoints.

Duties & Responsibilities:

Although these can vary depending on the needs of the business, the core responsibilities include:

• Develop, implement, and monitor hospitality processes, procedures, and SOPs to ensure consistency and operational excellence.
• Drive revenue through effective upselling, product mix management, and optimisation of sales opportunities across F&B.
• Lead on cost control and budget management, ensuring margins are protected and expenditure is aligned with business targets.
• Oversee Health & Safety compliance, food safety standards, and licensing requirements, ensuring regular audits and corrective actions.
• Manage induction and onboarding processes for new hires, ensuring smooth integration and alignment with company culture.
• Design and deliver training programmes that develop skills, embed service standards, and promote a culture of continuous improvement.
• Champion company values and culture, ensuring they are reflected in service delivery and team engagement.
• Monitor operational KPIs, guest satisfaction, and financial results, implementing action plans where required.
• Oversee rota planning, labour costs, and productivity to balance efficiency with service excellence.
• Collaborate with Finance on accounting, invoicing, and reconciliation processes, ensuring accurate and timely reporting.
• Work closely with HR on recruitment, performance management, and employee relations matters.
• Support the strategic planning, project implementation, and reporting on operational and financial performance.
• Lead by example in guest-facing areas, maintaining visibility during key trading times and high-profile events.
• Contribute to the development of marketing plans, working with internal and external stakeholders to drive sales and ultimately bottom-line profit.

Skills:

• Proven experience in a senior hospitality management role, ideally within hotels, restaurants, or multi-site operations.
• Strong track record of driving revenue, managing budgets, and implementing cost control measures.
• Demonstrated experience in setting and maintaining high standards through processes, procedures, and training.
• Experience contributing to marketing and commercial planning, working with stakeholders to deliver sales growth.
• Excellent knowledge of Health & Safety, food hygiene, and compliance requirements (Level 3 Food Safety and Health & Safety certification desirable).
• Strong leadership skills with the ability to inspire, coach, and develop teams.
• Excellent organisational and project management skills, with an eye for detail and process improvement.
• Commercially astute, with the ability to analyse data, interpret financial reports, and make informed decisions.
• Strong interpersonal and communication skills, with experience working cross-functionally with HR, Finance, and senior leadership teams.
• Passion for creating a positive team culture and delivering outstanding guest experiences.
• A relevant hospitality management qualification is desirable but not essential.

Salary & Benefits

• Competitive salary dependant on experience.
• 25 days annual leave rising to 28 days with service.
• Company events.
• Discounted food.
• Free, on-site parking.
• Company pension

Job Types: Full-time, Fixed term contract

Pay: Up to £45,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Discounted or free food
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Financial planning services
• Free parking
• Health & wellbeing programme
• On-site parking
• Paid volunteer time

Work Location: In person