We are seeking an experienced and commercially driven Head of Operations to lead a large and diverse foodservice operation across a single high‑profile site with multiple outlets, retail units, hospitality spaces, and catering services. This key leadership role is responsible for delivering operational excellence, exceptional customer experiences, strong financial performance, and a culture of continuous improvement.
- Lead the overall operation of a large, multi‑outlet foodservice and hospitality environment, ensuring consistently high standards across all areas.
- Build and maintain a positive and collaborative relationship with the client, acting as a trusted partner and key point of contact.
- Drive a culture focused on customer service excellence, innovation, and continuous improvement.
- Ensure all outlets are appropriately resourced, supported, and managed to deliver outstanding service and operational efficiency.
- Lead, coach, and develop a large management and frontline team, creating clear accountability and opportunities for growth.
- Deliver agreed financial targets, including revenue growth, profitability, labour management, and cost control.
- Analyse performance data and customer insight to identify opportunities to improve participation, customer satisfaction, and commercial performance.
- Ensure retail pricing strategies are implemented effectively and in line with company and client requirements.
- Monitor customer feedback and satisfaction surveys, implementing meaningful action plans to enhance the customer experience.
- Drive innovation across food, retail, hospitality and service delivery, introducing new concepts and initiatives that add value for customers and clients.
- Oversee the planning and delivery of hospitality and events activity where applicable.
- Ensure full compliance with all Health & Safety, Food Safety, Environmental, HR, and company policies and procedures.
- Promote a positive health, safety and wellbeing culture across the site.
You will be an experienced operational leader with a proven track record of managing complex, high‑volume catering, hospitality, retail or foodservice operations.
You will combine strong commercial awareness with exceptional leadership skills and a genuine passion for delivering outstanding customer experiences.
Essential Skills and Experience
- Significant senior operational leadership experience within catering, hospitality, retail, foodservice or a related environment.
- Proven success managing a large, complex operation with multiple outlets and service offers on a single site.
- Strong people leadership skills with experience managing and developing large teams through direct and indirect reports.
- Excellent client relationship management and stakeholder engagement skills.
- Strong commercial and financial acumen, with responsibility for budget management, revenue generation and cost control.
- Experience growing retail sales and enhancing customer engagement through innovative food and service concepts.
- Ability to use customer insight, operational data and technology to drive decision‑making and improve performance.
- Excellent communication, influencing and problem‑solving skills.
- Strong understanding of Health & Safety, Food Safety and operational compliance requirements.
- Passion for food, hospitality and delivering exceptional customer experiences.
In return, we offer a competitive salary, excellent benefits package and genuine opportunities for career development and progression.
