Hospitality Manager

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