Overview
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 is a key leadership role responsible for delivering operational excellence, exceptional customer experiences, strong financial performance, and a culture of continuous improvement.
Responsibilities
* 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.
* Lead with strong commercial awareness and exceptional leadership skills, delivering outstanding customer experiences.
Qualifications
* 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.
Benefits
In return, we offer a competitive salary, excellent benefits package, and genuine opportunities for career development and progression.
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