General Manager- Bullring, Birmingham

TOCA Social UK Limited; Birmingham; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Competitive salary

Complimentary TOCA games

Huge discounts on F&B

Free meal on shift

Local retail & hospitality discounts

Teammate Assistance Programme

Job summary

TOCA Social UK Limited is seeking a General Manager for our Birmingham venue. You will lead a high-performing team, drive guest experiences to exceptional levels, and build strong local partnerships to promote brand presence and repeat visits.

You will manage day-to-day operations, labour and costs, while delivering on KPIs and ensuring safety and compliance. A hands-on leader with emotional intelligence is essential for success in this fast-paced environment.

Qualifications

• 3-5 years' experience in a General Manager position.
• Proven ability to deliver against KPIs and understand how decisions impact revenue.
• People-first leader with high emotional intelligence.
• Able to thrive in a fast-paced, high-energy environment.
• Willing to lead from the front and roll up sleeves.

Responsibilities

• Recruit, onboard, and develop a high-performing, engaged team.
• Foster an inclusive culture prioritising teammate wellbeing.
• Lead local community and brand presence, driving partnerships and guest loyalty.
• Own labour planning, scheduling, and productivity to meet business needs.
• Deliver exceptional guest experiences and coach the team to service excellence.
• Ensure health, safety and compliance across the venue.

Skills

People leadership

KPI driven

Operational decision-making

Guest experience focus

Emotional intelligence

Job description

At TOCA Social, we see a direct link between the quality of our guest experience and the happiness of our teammates, meaning our teammates are at the centre of everything we do! Our General Managers are responsible for bringing together multiple elements of our guests' journey together to deliver memorable experiences! The ideal candidate will have previous experience in competitive socialising or hospitality venues and the ability to lead with attributes that are core to our culture.

Location: TOCA Social, Bullring, Birmingham, B5 4BU

Reports to: UK Operations Manager

Role Scope & Responsibilities

People & Team Development

• Recruit, onboard, and develop a high-performing, engaged team alongside your leadership group
• Foster a strong, inclusive culture where teammate engagement and wellbeing are prioritised
  Work closely with the People Team and L&D to support progression and internal growth
• Lead by example, setting clear expectations and holding the team accountable to standards

Local Community & Brand Presence

• Act as the face of TOCA Social within the local community, building strong external relationships
• Drive partnerships with local businesses, corporate clients, and community groups
• Grow and activate the Golden Goal Club database, driving sign-ups, repeat visits, and guest loyalty
• Support and lead local marketing initiatives, events, and activations to increase footfall and brand awareness

4-Wall Commercial Ownership

• Have a strong understanding of how day-to-day decisions impact revenue, labour, costs, and overall P&L performance
• Lead delivery of key KPIs through driving sales, controlling costs, and improving operational efficiency
• Analyse performance trends (sales mix, spend per head, peak times) to inform better decision-making
• Take ownership of labour planning, scheduling, and productivity in line with business demands

Hands-On Hospitality Leadership

• Lead from the front on the floor, delivering exceptional guest experiences and supporting your team in real time
• Coach and develop teammates and leaders to consistently deliver best-in-class service
• Act as the go-to for guest recovery, resolving issues with empathy and ownership
• Create an engaging, high-energy environment that reflects TOCA Social's "Everybody Plays" culture

Health, Safety & Compliance

• Ensure full compliance with health & safety, food safety, and allergy procedures
• Maintain a safe, secure, and high-quality environment for both teammates and guests
• Conduct regular walk-throughs and preventative maintenance checks to uphold standards
• Take accountability for operational compliance, audits, and risk management

Qualifications & Experience

• 3-5 years' experience in a General Manager position
• Demonstrated ability to deliver against key KPIs, with a strong understanding of how operational decisions impact commercial performance
• A people-first leader with high emotional intelligence, able to build strong relationships and create an engaging team culture
• A positive, resilient individual with a strong work ethic and the ability to thrive in a fast-paced, high-energy environment
• A quick learner who is coachable, open to feedback, and motivated to grow into a General Manager role
• Passionate about delivering exceptional guest experiences, with a natural focus on both teammate and guest satisfaction
• A hands-on operator who leads from the front and is willing to roll up their sleeves to support the wider team
  Flexible and adaptable, with the ability to work a variety of shifts based on business needs
  

Benefits

You'll have full access to our TOCA Treats, which includes (but is not limited to!):

• Competitive salary
• Complimentary TOCA games!
• Huge discounts on our F&B
• Free meal whilst on shift
• Local retail & hospitality discounts!
• Teammate Assistance Programme with access to free counselling sessions
• Great progression opportunities as we expand!

TOCA Social is committed to providing an inclusive recruitment process. If you require any reasonable adjustments at any stage of the application or interview process, please let us know.