Role Purpose
The Concession Services Manager is responsible for ensuring operational excellence, strong service standards, and effective relationships with restaurant concession partners across Selfridges. The role focuses on day‑to‑day operational leadership, ensuring partners deliver in line with Selfridges service standards, governance requirements, and guest experience expectations. This site‑based operational role requires a strong on‑floor presence and works closely with internal teams including Marketing, PR, Digital, and Compliance.
Key Responsibilities
Customer Experience
* Ensure concession partners meet Selfridges service standards
* Maintain a visible presence on the restaurant floor
* Monitor guest feedback and identify improvement opportunities
* Resolve guest issues and manage service escalations
* Support partners in improving guest satisfaction
Operational Ownership
* Monitor operational performance across concession restaurants
* Ensure compliance with Selfridges policies and operational standards
* Coordinate duty management coverage when required
* Support store approval processes for concessions
* Identify and manage operational risks
Partnership & Collaboration
* Act as the main operational contact for restaurant partners
* Maintain alignment with Selfridges service standards
* Collaborate with Marketing, PR, Digital, and Store Operations teams
* Support marketing campaigns and promotional activity
* Assist with website and digital updates for concession restaurants
Operational Agility
* Provide operational support during peak periods and key events
* Support concession partners with operational or service issues
* Coordinate operational coverage where needed
* Identify opportunities to improve processes and efficiency
Commercial Performance
* Monitor service standards and operational performance
* Identify opportunities to enhance efficiency and guest experience
* Support promotional activity and trading initiatives
* Ensure alignment with wider store trading strategies
Governance & Compliance
* Monitor compliance with Food Safety, Health & Safety, and Fire Safety requirements
* Support audits and ensure corrective actions are implemented
* Maintain governance standards across restaurant operations
Training & Capability
* Encourage strong service and operational practices
* Support training and capability development where required
* Coach Duty Managers to deliver consistent service standards
About You
* A natural leader who enjoys motivating, supporting, and developing teams to achieve great results.
* Strong knowledge of restaurant operations, with curiosity and enthusiasm for the hospitality industry.
* A hands‑on, flexible manager who takes ownership and approaches the department with a business mindset.
* Passionate about delivering the world‑class service and guest experience Selfridges is known for.
* Confident building genuine connections with customers while creating an enjoyable and engaging environment.
* Professional and composed, with the ability to manage challenging situations calmly and diplomatically.
* An effective communicator with a clear understanding of restaurant operations.
* Positive, proactive, and willing to go above and beyond to support both customers and colleagues.
This role offers the opportunity to work alongside a diverse team with expertise across a wide range of hospitality and catering disciplines. There are also many opportunities to collaborate on projects and initiatives across the wider business — ensuring no two days are ever the same.
As Harry Gordon Selfridge once said, “There’s no fun like work”. Selfridges.
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