Senior Manager, Hospitality Operations

ENGINEERINGUK; Wembley; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Manager for Experiences by Wembley Stadium Operations. This pivotal role involves leading the operational delivery of hospitality services, ensuring a first-class customer experience during events. The successful candidate will manage a dynamic team, oversee event preparations, and drive continuous improvement in service delivery. With a commitment to fostering a positive workplace culture, this role offers the chance to thrive in a vibrant environment under the iconic Wembley Stadium arch. Join a team that values innovation and excellence in hospitality, providing memorable experiences for all guests.

Benefits

Access to event day tickets

Free nutritious lunches

Free private medical cover

Contributory pension scheme

Additional leave days

Hybrid working model

Qualifications

• Proven experience in managing high-profile hospitality businesses.
• Strong leadership skills with a focus on team development.

Responsibilities

• Lead operational delivery of hospitality services at Wembley Stadium.
• Manage day-to-day operations and oversee event preparations.

Skills

Leadership

P&L Management

Team Management

Customer Experience Improvement

Education

Experience in Hospitality Management

Experience in Large-Scale Catering Operations

Job description

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It's everyone's stadium...

We are excited to be searching for a Senior Manager, Experiences by Wembley Stadium Operations who will lead all operational delivery of Experiences by Wembley Stadium and WNSL hospitality, ensuring first-class delivery and customer experience.

The post-holder will manage the day-to-day operations of the hospitality operations and hospitality services teams, and oversee as required all preparations for event day delivery.

Due to the nature of the role, it is essential the successful candidate is able to work on event days which typically will include weekends and late nights.

What will you be doing?

• Lead WNSL point of contact for Experiences by Wembley Stadium (EBW) operations, overseeing all EBW and hospitality areas throughout each event and quickly addressing any issues as necessary.
• Lead manager on behalf of EBW for designated core and option events, attending all relevant meetings and completing event briefs.
• Oversee day-to-day management of the EBW Operations Team, including staff training and development and managing an event rota, allocating a lead manager to each event.
• Manage capital improvement projects as required to enhance the EBW experience.
• Provide support to the broader EBW team in all operational matters.
• Chair EBW Operations meetings.
• Oversee budget for EBW areas, completing forecasts and post-flash reports for each event.
• Create option event packages with the EBW Sales and Account Management teams.
• Ensure the long-term profitability of the EBW Hospitality business.
• Complete post-event reconciliation for option event packages.
• Build effective relationships with stakeholders, suppliers, and vendors to enable honest and regular dialogue and ensure the achievement of strategic objectives.
• Work with the Head of Experiences by Wembley Stadium to deliver the EBW strategic plan, designed to provide continuous improvement and enhancement of the customer experience of Memberships, hospitality and catering services at the stadium; ensuring Wembley continues to deliver a first-class service to all customers groups, including the membership, Event Owners, VIPs, Commercial Partners and the fans.
• Work with the Account Management Team to deliver an engaging member event programme designed to retain, grow, and manage Member relationships, engagement, and experience across our portfolio of membership options.
• Executes additional tasks as required to meet the FA's changing priorities.
• Comply with all company policies and procedures to ensure that the highest standards of health, safety, and well-being can be maintained.

What are we looking for?

Essential for the role:

• Experienced in the management of a high-profile hospitality business or related function with full P&L responsibility.
• Strong leader who will support and develop a positive culture across teams and the business. Will have proven experience in managing large teams and creating opportunities for individuals to develop their skills and experience.
• Management experience in a large-scale catering operation and contract, using SLAs and KPIs to measure successful performance.
• Experience in the management of supplier contracts/services.

Beneficial to have:

• Evidence of adapting to changing economic environments.
• Interest and understanding of improving the customer experience, including innovations in technology.
• Experience working within a membership environment.

What's in it for you?

We are committed to ensuring everyone can flourish in their roles, to achieve this we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We are also delighted to offer a world-class, Elite Performance Centre, St. George's Park in Staffordshire which is an exceptional setting to develop and inspire high-performing England teams and leaders.

We pride ourselves in offering a competitive salary as well as great opportunities to develop and grow in your role. But that is not all; we also have a range of exciting benefits, some of which can be found below:

• Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season, encouraging you to connect and learn with your colleagues and look after your mental health and well-being.
• Free, nutritious lunches at Wembley Stadium and St. George's Park.
• Free private medical cover.
• A contributory pension scheme.
• An additional 'Thank You' days leave, volunteering days as well as 25 days annual leave (based on a full-time, permanent contract.)
• A hybrid working model which offers greater flexibility.

For more information on what it is like to work at The FA, please visit our FA Careers page, FA Careers.

We are a diverse workplace, aspiring to represent football across the country. The Football Association actively promotes inclusion and diversity, encouraging you to be the best version of yourself at work.

We welcome applications from everyone and are proud to be an equal opportunities employer. If you have any particular requirements in respect of the recruitment or interview process, please mention this during your application.

As part of the FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.