Hospitality Manager

Hospitality Operations
Manage the day-to-day delivery of all hospitality services, including meetings, conferences, events, boardroom catering, and VIP functions.
Ensure all hospitality requests are delivered accurately, professionally, and in line with Service Level Agreements.
Maintain exceptional standards of food presentation, service, cleanliness, and health & safety.
Oversee hospitality bookings, event planning, and operational execution.
Ensure all hospitality spaces are prepared to the highest standards before, during, and after events.
Client Relationship Management
Develop and maintain strong working relationships with stakeholders and key decision-makers.
Act as the primary point of contact for hospitality-related enquiries and escalations.
Conduct regular client reviews and gather feedback to drive continuous improvement.
Anticipate client needs and proactively introduce innovative hospitality solutions.
Team Leadership
Lead, coach, and develop the hospitality team to deliver outstanding customer service.
Conduct regular team meetings, training sessions, and performance reviews.
Create a positive, inclusive, and high-performing culture.
Manage staffing levels, rotas, absence management, recruitment, and succession planning.
Financial Management
Manage hospitality budgets and achieve agreed financial targets.
Monitor sales, labour costs, food costs, and operational expenditure.
Identify opportunities to increase revenue and profitability.
Produce accurate weekly and monthly reports on performance metrics.
Health, Safety & Compliance
Ensure compliance with all company policies, food safety regulations, and health & safety legislation.
Maintain excellent audit standards and ensure all documentation is completed accurately.
Lead investigations and corrective actions relating to accidents, incidents, and customer complaints.
Promote a strong food safety and compliance culture across the team.
Innovation & Continuous Improvement
Work closely with culinary and operational teams to develop innovative hospitality concepts.
Keep informed of industry trends and client expectations.
Drive sustainability initiatives and support BaxterStorey's environmental objectives.
Implement process improvements that enhance customer experience and operational efficiency.
Skills & Experience
Essential
Proven experience managing hospitality operations within a corporate, hotel, conference, or premium hospitality environment.
Strong leadership and people management skills.
Excellent client relationship and stakeholder management abilities.
Sound financial acumen with experience managing budgets, labour, and food costs.
Excellent communication and organisational skills.
Strong understanding of food safety and health & safety legislation.
Ability to work under pressure while maintaining exceptional service standards.
Proficiency in Microsoft Office, including Excel, Outlook, and PowerPoint.
Essential Qualifications
Level 3 Food Safety Certificate (or willingness to obtain)
Personal Licence Holder (for alcohol service) or willingness to obtain
Strong working knowledge of Health & Safety and Food Safety legislation
Proficient in Microsoft Office (Excel, Outlook, PowerPoint)
Desirable Qualifications
Degree or Diploma in Hospitality Management, Events Management, Business Management, or related field
Level 4 or Level 5 Hospitality Management qualification
First Aid at Work qualification
WSET (Wine & Spirit Education Trust) qualification
ILM Leadership & Management qualification
Chartered Institute of Hospitality membership
Essential Experience
Minimum 2 years' experience in a hospitality management role
Experience within a corporate hospitality, conference, hotel, luxury retail, or premium events environment
Experience managing P&L budgets and achieving financial targets
Proven people management experience, including recruitment, training, and performance management
Experience managing VIP events and senior stakeholder requirements
Personal Competencies
Exceptional customer service mindset
Strong commercial awareness
Excellent communication and presentation skills
Ability to build relationships with senior clients and stakeholders
Strong planning and organisational skills
Ability to remain calm and professional under pressure

Employment type
Full-time

Work arrangement
No