General Manager - Operations at Tottenham Hotspur Stadium

Job Description

General Manager - Operations at Tottenham Hotspur Stadium

  • Up to 80K per annum 
  • 5 out of 7 days per week 
  • Medicash - Healthcare benefits, including dental, optical and therapy treatments (includes up to 4 dependent children) 
  • Aviva Digicare - Free annual healthcare check 
  • Exclusive Benefits & Wellbeing site (Perks at Work) 
  • Entertainment discounts - up to 55% off cinema tickets 
  • Health & Wellbeing discounts - Discounts for Nuffield Health (20%) and Pure Gym (10%) 
  • Travel discounts - Discounts with holiday companies such as TUI and Expedia 
  • Shopping discounts - Save up to 15% at high street and online stores by purchasing Shopping Cards 
  • Meals on duty 
  • Vodaphone discounts 
  • Pension scheme and Life Assurance 
  • Employee Assistance Programme 
  • 23 days + BH's and additional day off for your birthday 
  • 2 days additional leave, following return from Maternity leave during first year back 
  • Competitive and supportive family benefits 
  • Day off for baby's 1st birthday 
  • Holiday purchase scheme 
  • On-going training & development and career pathways 
  • Professional subscriptions paid 
  • Financial wellbeing programme and preferred rates on salary finance products 
Overview:
Levy is the vibrant and exciting sector of Compass Group, the world's largest catering company. We work at some of the greatest venues in the world, delivering legendary experiences in food, drink, and hospitality.
We are culinary champions - it's what we do and it's what we are passionate about. At the core of our work is the belief that sustainably sourced great food and drink, coupled with exceptional service is key to creating legendary experiences. 
Focused on doing the right thing' for our people and the planet, sustainability, wellbeing, diversity, and inclusion are at the heart of what we do. 
Tottenham Hotspur Stadium marks a new generation in stadia design: A stadium offering an unparalleled experience for all 62,303 fans whilst holding community at its heart.  Its design has created the most intense and atmospheric place to watch sporting and music entertainment whilst offering a significantly enhanced F&B offering.
 
Role Purpose:
It's all about taking full accountability for a great food and beverage operation, to match the venues ambition, brand specifications and standards. 
A high-profile opportunity for a dynamic senior and inspirational hospitality professional, experienced in food and beverage delivery. We seek a real people person' and foodie', with rounded leadership skills and a focus on delivering consistency of quality and innovation to keep evolving the offering.  Responsible for developing and delivering an exceptional food and guest experience. Critical to the success and reputation of the food and beverage operation is the leadership, selection, development, and retention of a well-trained team, of both fixed and variable team members.
The General Manager of operations will work closely with the senior leadership team to qualify requirements and align closely with the venues brand vision, values, culture, and processes to enable the development and delivery of the food and drink strategy, driving changes to continually evolve and improve guest experience.  
This is not a role for someone who wants to preserve the status quo, but if you have a passion for food and service, underpinned by evidence of the delivery of fresh ideas and operational excellence then you and the venue will shine.  
You will be fully commercially accountable, working with the Finance Manager to deliver accurate and timely forecasts and budgets, taking control of all operating costs, and continually analysing key performance data to identify opportunities for growth. 
Working with support teams within the wider Levy UK&I family, you will focus on continuous development and improvement, enhancing the guest experience, and increasing the commercial benefit to all partners. 
 
Key Responsibilities:
Planning:
  • Collaboration - Frequent liaison with our venue and senior leadership team 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 pacey approach to completion, including the review and application of lessons learnt.
  • External landscape - keep abreast of competitor activity and market trends which may impact your operation and make suggestions to evolve to ensure you keep ahead of the curve and at the forefront of the industry.
  • Projects - strong focus on collaboration with the venue team, Levy stakeholders and contractors to plan and deliver various capex and innovation projects.
 
Operations:
  • 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 delivery legendary experiences. 
  • Hospitality - Drive our guest focus culture through consistently demonstrating an in-depth knowledge and appreciation of hospitality standards and venue needs, that is infectious throughout your team.
  • Innovation - Close and detailed liaison with our venue, premium area key partners and BUILT by Levy to plan and deliver innovative solution to enhance guest experience and deliver operational efficiency.
  • Consistency - Regular monitoring and development of each department to ensure that food quality, presentation, staffing reviews and consistent standards are maintained according to our Levy signature culture.    
  • 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 venue 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 venue and customer feedback. 
  • Health & Safety - Lead the H&S culture and compliance across the venue.
 
People:
  • Appoint, lead, and manage the operational permanent team to ensure consistent and effective operational delivery.
  • 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 GPI's as part the Growth Performance Strategy (GPS). 
  • Oversee and drive the training plan and activity with your Heads of Departments
  • Communications - ensure effective team communication flows (in all directions) throughout the venue.
  • Reward and recognise - Recognise and celebrate success. 
  • HR compliance - work closely with the HR team and HOD's to ensure complete and consistently effective adherence to all legal obligations. 
 
Financial & Business Development:
  • Financially accountable for all costs and profitability of the operation, 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, constantly looking for more efficient ways to operate.
  • Data focus - Utilise data modelling to monitor, challenge and drive systematic change, by driving efficiency and growth within the stadium.
  • Key analytics - frequent review of Growth Performance Scores 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.
 
Person Specification:
  • A naturally confident leader, with senior management experience to inspire large operational teams to deliver results - min 5 years' experience at F & B senior level. 
  • Confidently able to manage a mixed portfolio of outlets and business functions.   
  • Senior management presence to engage with Venue team, peers, and functional specialists. 
  • Passionate about people - building and developing teams. 
  • 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. 

Who we are:


Levy UK & Ireland is the vibrant and exciting sector of Compass Group, the world's largest catering company. We work at some of the greatest venues in the world, delivering legendary experiences in food, drink, and hospitality. 

In the UK, we are proud to have a wealth of long-standing partnerships with venues across sports, entertainment, and events. Our partnerships include venues such as Wimbledon, Twickenham, Edgbaston, Tottenham Hotspur, Chelsea, Principality Stadium, Scottish Event Campus (SEC) and ExCel London.  

We are culinary champions - it's what we do and it's what we are passionate about. At the core of our work is the belief that sustainably sourced great food and drink, coupled with exceptional service is key to creating legendary experiences.  

Focussed on doing the right thing' for our people and the planet, sustainability, wellbeing, diversity and inclusion are at the heart of what we do.  

We have a commitment to being Net Zero by 2027, are official partners of the British Paralympic Association, and are proud to pay all our team members at least the Real Living Wage or London Living Wage. 

We collaborate with some of the UK's most game-changing and well-loved brands, all sharing our vision for bringing best-in-class experiences.  


More about the role:

 

About you:


At Levy UK & Ireland, we take pride in fostering a workplace culture that celebrates diversity and promotes inclusion. We believe that our differences are our greatest strengths, and we are committed to creating an environment where every individual is valued, respected, and empowered.

 

Our team is a vibrant tapestry of backgrounds, experiences, and perspectives, which enriches our creativity, innovation, and overall success. We are dedicated to providing equal opportunities, promoting fairness, and ensuring that all voices are heard.

 

We firmly believe that a diverse team leads to innovation and creativity. We welcome candidates from all walks of life and backgrounds to join us in our mission to create a supportive and equitable work environment where everyone has the chance to excel and collaborate.

 

Join us in our journey towards a more diverse and inclusive world, where every person has the chance to thrive and contribute their unique talents. Together, we can achieve greatness.