Retail / Kiosk Section Manager - Etihad Stadium
Eastlands Venue Services Limited
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Benefits offered by this job
Job summary
Eastlands Venue Services Limited is seeking a Retail / Kiosk Section Manager for Etihad Stadium. You will lead a designated retail section, ensuring fast, friendly service and high standards across multiple kiosks during events.
You will coach teams, uphold food safety and compliance, collaborate with Culinary and Retail teams, and drive operational efficiency and profitability during busy matchdays and events.
Qualifications
- Experience leading teams in high-volume hospitality, retail or event environments.
- Strong leadership skills with ability to coach and develop others.
- Excellent communication and interpersonal skills.
- Proven ability to manage multiple priorities in a fast-paced environment.
- Solid knowledge of food safety, health & safety and compliance.
Responsibilities
- Lead, motivate and support Retail Team Leaders and Kiosk Operators across your section.
- Provide coaching and on-the-job development to maximise performance.
- Conduct pre-event team briefings and communicate operational updates.
- Maintain professional appearance and conduct across all team members.
- Support recruitment, onboarding and training of new staff.
Skills
Tools
Job description
Department: Retail
Employment Type: Flexible
Location: Etihad Stadium
Compensation: £15.00 / hour
As a Section Manager, you will be responsible for leading a designated area of retail concessions, ensuring exceptional food quality, service standards and operational excellence across multiple kiosks. Working closely with the Head of Retail, Culinary teams and Retail Team Leaders, you will coach and develop your teams to deliver an outstanding fan experience while maintaining the highest standards of food safety, compliance and commercial performance. This is a hands-on leadership role where you'll lead from the front, supporting your teams during busy matchdays and events whilst driving operational efficiency, team engagement and profitability.
- Lead, motivate and support Retail Team Leaders and Kiosk Operators across your allocated section.
- Provide coaching and on-the-job development to maximise team performance.
- Conduct engaging pre-event team briefings and ensure key operational updates are communicated effectively.
- Maintain high standards of appearance, professionalism and conduct across all team members.
- Address performance or conduct concerns promptly in line with company procedures.
- Support recruitment, onboarding and training of new team members where required.
- Deliver an exceptional fan experience by ensuring fast, friendly and efficient service at every event.
- Monitor service standards across all kiosks and take immediate action to resolve any issues.
- Champion a customer-first culture that consistently exceeds guest expectations.
- Support quality assurance initiatives and continually look for ways to improve service delivery.
- Ensure all food is prepared and served to agreed specifications and presentation standards.
- Monitor food quality, availability and service times throughout each event.
- Maintain excellent product knowledge and ensure all team members understand menu specifications.
- Work closely with Culinary teams to ensure seamless service delivery.
- Ensure all kiosks operate in line with food safety, health & safety and company compliance procedures.
- Monitor cleaning standards and ensure due diligence records are completed accurately.
- Report maintenance issues, equipment faults and safety concerns promptly.
- Support investigations into incidents where required and ensure appropriate records are maintained.
- Drive sales performance through strong operational leadership and excellent guest service.
- Monitor stock levels, wastage and inventory accuracy throughout events.
- Ensure all operational paperwork and reporting is completed accurately and on time.
- Identify opportunities to improve efficiency, reduce waste and maximise profitability.
- Build strong working relationships with Retail, Culinary and wider Operations teams.
- Ensure clear communication before, during and after events.
- Support continuous improvement by sharing feedback and identifying opportunities to enhance operations.
- Previous experience leading teams within a high-volume hospitality, retail or event environment.
- Strong leadership skills with the ability to motivate, coach and develop others.
- Excellent communication and interpersonal skills.
- Proven ability to manage multiple priorities in a fast-paced environment.
- Strong understanding of customer service excellence.
- Good knowledge of food safety, health & safety and compliance standards.
- Experience managing stock, wastage and operational controls.
- Ability to remain calm under pressure and make effective operational decisions.
- Flexible approach to working evenings, weekends and event days.
- Experience within stadium, arena or large-scale event catering.
- Previous responsibility for multiple outlets or retail concessions.
- Level 3 Food Safety qualification (or equivalent).
- Experience using EPOS, stock management and workforce management systems.
- Understanding of KPI reporting and commercial performance metrics.
- Experience supporting recruitment, onboarding and team development initiatives.
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