Hospitality Manager

Wshgroup; Greater London; On-site; GBP 42,000 - 58,000; Full time

Job summary

BaxterStorey is seeking an experienced Hospitality Operations lead to manage day-to-day delivery of hospitality services across meetings, conferences, and VIP events. You will ensure SLA adherence, exceptional food presentation, service, and health & safety standards while leading a high-performing team.

Role requires 2+ years in hospitality management, strong leadership, and financial acumen. You will drive innovative hospitality concepts and sustainability aligned with client needs.

Qualifications

• Minimum 2 years' experience in a hospitality management role.
• Ability to manage P&L budgets and achieve financial targets.
• Proven leadership and people management skills.
• Experience handling VIP events and senior stakeholder requirements.

Responsibilities

• Manage day-to-day delivery of hospitality services for meetings, conferences, events, and VIP functions.
• Ensure services meet SLAs and maintain high standards of food presentation, service, cleanliness, and safety.
• Lead, coach, and develop the hospitality team; conduct regular meetings and performance reviews.
• Oversee hospitality bookings, event planning, and operational execution.
• Ensure compliance with health, safety, and food safety legislation and audit standards.
• Drive continuous improvement and sustainability initiatives in line with company objectives.

Skills

Leadership

People management

Client relationship

Financial acumen

Communication

Planning

Customer service

Education

Level 3 Food Safety Certificate

Personal Licence Holder

Hospitality degree (BA/BS)

Level 4/5 Hospitality Mgmt qualification

First Aid at Work

ILM/Chartered Institute membership (optional)

Tools

Excel

Outlook

PowerPoint

Job description

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

For almost 20 years, for every client, in every location (whether that's an office, stadium, cathedral or university), we have created beautiful spaces, exciting menus and friendly teams, so that each and every customer can have the hospitality experience they deserve.

We need the brightest and the best to join us to make this all possible. We will support you to create your hospitality legacy and build a career that you are proud of.

Our drive and belief in our people, means that we always strive to supercharge our team's careers. 'Better' is a daily habit that sits deep within our DNA, meaning learning will be front and centre of your experience working with us.

Join us, and be part of the food revolutio