Room Attendant

Mandarin Oriental; Camden Town; On-site; GBP 40,000 - 55,000; Full time

Job summary

A prominent hotel group is seeking a Retail Operations Manager to oversee retail operations at an airport. Responsibilities include driving sales, maintaining compliance with safety standards, and improving supply chain efficiency. Candidates should have a strong operational track record, excellent communication skills, and experience in retail or hospitality environments. This role offers the opportunity to build relationships with retailers while ensuring top-notch guest experiences. The position operates Monday to Friday with flexibility in work hours.

Qualifications

• Proven operational and commercial track record.
• Outstanding organisational and solutions-focused mindset.
• Strong communication skills at all levels within the business.

Responsibilities

• Monitor the operation run by concessionaires.
• Build strong relationships with retailers.
• Ensure compliance with Health & Safety and operational requirements.

Skills

Operational and commercial track record

Strong communication skills

Attention to detail

Strong interpersonal skills

Education

Experience in retail operations

Tools

Microsoft Office

Job description

Retail Operations Manager – LLA (London Airport – Commercial Retail Department)

About the Role

This role is ideal for someone who thrives in fast‑paced, dynamic environments, loves problem solving and enjoys helping others perform at their best. You will monitor the operation run by our concessionaires, playing a vital part in the daily rhythm of the terminal, influencing performance and ensuring compliance for a safe, frictionless, and successful operation. The role is based between the terminal building and the head office, and you will immerse yourself in the airport buzz, building strong relationships with our retailers, ensuring maintenance of high standards, supporting service delivery, driving sales, and keeping the supply chain flowing smoothly.

Key Responsibilities

Driving Sales & Commercial Results

• Influence concessionaires to maximise sales through strong standards, product availability, and service.
• Review performance and data insights to identify risks, opportunities, and category trends, guiding partners toward improvements.
• Steer retailers to enhance conversion, spend, promotional and marketing execution, and adherence to commercial commitments.

Operational Standards & Retail Delivery

• Ensure partners maintain high visual, cleanliness, and operational standards across all units.
• Support and guide retailers in resolving operational issues quickly, including disruption management during irregular operations.
• Influence readiness for peaks, trading periods, operational changes, and space/layout adjustments that improve performance.

Building Relationships with Retailers & Stakeholders

• Build strong, trust‑based relationships to positively influence store teams and area managers.
• Act as the visible, approachable commercial contact within the terminal.
• Drive action through walk‑throughs, agreed priorities, and consistent follow‑up, fostering open communication and shared goals.

Service & Guest Experience

• Shape service behaviours by coaching and influencing partners to deliver friendly, efficient interactions.
• Highlight guest experience gaps using insight and observation, and work with retailers to resolve them promptly.
• Contribute to delivering a great guest experience by performing your role with accuracy and efficiency.
• Proactively and positively promote the LLA Way initiatives and projects with all employees and the wider airport community.

Supply Chain & Logistics Support

• Monitor stock flow and delivery performance, influencing partners and logistics teams to improve reliability and reduce inefficiencies.
• Escalate supply‑chain issues early when they impact availability, sales, or service standards.
• Encourage process improvements across the supply chain, including waste reduction and sustainability‑aligned practices.

Compliance & Safety

• Guide retailers to meet Health & Safety, Food Safety, Fire Safety, Licensing, security, and operational requirements.
• Identify compliance or commercial adherence risks early and elevate where necessary.
• Influence consistent standards in cleanliness, equipment safety, waste management, temperature control, and BOH practices.

Continuous Improvement

• Encourage operational improvements across standards, service, sales, sustainability, and supply chain.
• Support KPI reviews, insight reporting, and revenue assurance activities with partners.
• Contribute to projects, category opportunities, marketing campaigns, events, and initiatives that enhance retail performance.

Qualifications & Experience

• Proven operational and commercial track record.
• Outstanding organisational and solutions‑focused mindset with strong attention to detail.
• Strong communication skills at all levels within the business.
• Experience in account management, food & beverage, hospitality, and/or retail operations in a high‑volume airport, transport hub, or retail destination.
• Multi‑brand experience welcomed.
• Comfortable influencing outcomes without direct authority.
• Good commercial awareness and understanding of key sales drivers.
• Strong interpersonal skills; able to build relationships with store teams and managers.
• Proficient in Microsoft Office.
• Desirable: airport or travel retail experience, F&B exposure, concession/franchise partner management, and multi‑site or multi‑brand experience.

Additional Information

Title: Retail Operations Manager; Department: Commercial Retail; Reports To: Senior Commercial Operations Manager; Work Pattern: Monday‑Friday with early starts, standard days, and one flexible day.