Head of Hospitality (Co-op Live) Head of Hospitality (Co-op Live) Department: Hospitality Salaried Employment Type: Permanent Location: Co-op Live Reporting To: Katarina Csizmadiova Description The Head of Hospitality at Co-op Live is a senior leadership role responsible for delivering exceptional Premium and VIP hospitality & Events experiences across one of the UK's busiest live entertainment venues. You will lead the delivery of service through a team of experienced managers, ensuring every event is executed to the highest standard. Working closely with Premium Sales and venue stakeholders, you will ensure that each hospitality experience is planned and delivered in line with what has been promised to guests, members and clients. As the senior hospitality lead on event days, you will provide visible leadership across all premium and hospitality areas and act as the main escalation point for service and guest experience matters. You will play a key role in maintaining high standards, driving consistency, and ensuring the revenue performance of all areas, with a strong commercial focus on maximising sales and guest spend in line with business budget. This role suits a confident hospitality leader who thrives in fast-paced live environments, enjoys working cross-functionally and can make clear, effective decisions in real time. A strong operational background is essential, with a hands-on approach and the confidence to step into service and support the team whenever required. Key Responsibilities Hospitality Service Delivery Lead the delivery of premium and VIP hospitality experiences across all Co-op Live events, ensuring service standards are consistently met or exceeded. Oversee the operational execution of hospitality packages, menus and guest experiences across premium areas. Ensure service style, flow and guest journey are aligned to brand standards and event profiles. Maintain a visible leadership presence during live events, supporting managers and ensuring smooth service delivery. Leadership & Escalation Lead and support the Event Manager and permanent F&B Premium Managers in delivering high-quality hospitality operations. Act as the senior escalation point for guest experience, service and operational issues during live events. Take ownership of resolving complex or high-impact situations in real time to protect guest satisfaction and brand reputation. Set clear expectations for service standards, professionalism and delivery quality across hospitality teams. Premium Sales & Stakeholder Alignment Work closely with Premium Sales and EVSL sales teams to ensure hospitality products and guest experiences are clearly defined and operationally deliverable. Translate sales commitments into clear service delivery expectations for operational teams. Support pre-event planning and briefings to align hospitality delivery with client requirements and event specifications. Build strong working relationships with venue stakeholders, promoters and internal teams. Commercial & Performance Oversight Support the commercial success of premium hospitality areas through strong service execution and guest engagement. Monitor performance against agreed KPIs including guest experience, service consistency and delivery standards. Identify opportunities to increase spend per head and proactively suggest initiatives that drive revenue and innovation. Standards, Compliance & Continuous Improvement Ensure hospitality service delivery meets food safety, licensing, allergen and health & safety requirements. Maintain clear service standards and operational guidelines across hospitality areas. Lead post-event debriefs and implement actions to continuously improve service delivery. Skills, Knowledge & Expertise Essential Proven senior leadership experience within premium hospitality, live events, arenas, stadia, theatres or high-end multi-site environments. Experience leading managers and senior operational teams, with accountability for service standards and guest experience delivery. Strong background in premium, VIP or high-value guest environments, with a focus on service excellence and consistency. Demonstrated ability to act as a senior escalation point during live service, making confident decisions in fast-paced, high-pressure situations. Experience working closely with sales, commercial or client-facing teams to deliver hospitality products and guest experiences as promised. Excellent communication and stakeholder management skills, with the ability to align multiple teams around shared delivery goals. Strong understanding of hospitality service standards, guest journey design and quality assurance. High level of personal organisation and attention to detail, with the ability to manage multiple events and priorities simultaneously. Resilient, adaptable and calm under pressure, with a visible leadership style. Desirable Experience working within arena, or large-scale hospitality or live entertainment environments. Experience delivering hospitality for VIPs, members, corporate clients or premium ticket holders. Personal Licence holder. Experience working with high-profile stakeholders. Understanding of commercial performance within large hospitality/catering environments. Job Benefits Meals on Shifts - Enjoy lunch & dinner while you work. Company Pension Scheme - Secure your future with our competitive pension plan. Birthday Day Off - Enjoy an extra day off to celebrate your birthday. Inclusive & Diverse Workplace - Be part of a team that values diversity and inclusion. On-Site Parking - Parking available at site locations. Career Development Opportunities - Grow with us through learning, progression, and internal opportunities. Competitive Holiday Allowance - plus bank holidays.