We are seeking an experienced and driven Head of Hospitality to lead and elevate our hospitality offering across both match day and non-match day operations.
This is a senior leadership role focused on delivering exceptional service standards, driving commercial performance, and developing high-performing teams in a fast-paced, customer-focused environment.
The Role
As Head of Hospitality, you will take full responsibility for the operational delivery and financial performance of our hospitality services. You will lead from the front—ensuring consistency, efficiency, and innovation across all areas while building a strong and capable management team.
Key Responsibilities
Operational & Financial Performance
* Monitor and manage key KPIs including wages, cost of sales (COS), and spend per head (SPH)
* Analyse performance data and implement strategies to improve profitability
* Work closely with hospitality managers to deliver financial and operational targets
Leadership & Team Development
* Provide clear leadership and structure across the hospitality management team
* Set objectives, manage performance, and conduct regular appraisals
* Develop and implement structured training and development plans
* Identify opportunities for upskilling and continuous improvement (including iHasco training)
Hospitality Operations & Service Standards
Match Day:
* Lead operational delivery and ensure high service standards across all areas
* Deliver match day briefings and support managers in execution
Non-Match Day:
* Oversee conferences, events, and functions with a focus on consistency and quality
* Ensure a seamless and high-quality guest experience across all offerings
Operational Planning
* Develop and deliver structured operational plans with the management team
* Oversee rotas to ensure all events are effectively staffed and delivered
* Continuously improve operational efficiency and service delivery
Training & Staff Performance
* Review and enhance training programmes and induction processes
* Drive improvements in upselling, product knowledge, and SPH
* Support the creation of training materials and performance frameworks
Recruitment & Workforce Planning
* Work closely with HR to plan recruitment for seasonal and permanent roles
* Develop staffing templates aligned with business needs
* Ensure staffing levels support both operational delivery and revenue targets
Food & Beverage Development
* Support quarterly menu reviews and product development
* Collaborate on bar layouts, stock management, and product rotation
Innovation & Continuous Improvement
* Identify opportunities to enhance service delivery and guest experience
* Introduce new ideas and initiatives to improve commercial performance
Health & Safety Compliance
* Ensure full compliance with all health and safety standards, including:
* Risk assessments
* COSHH documentation
* Asset and equipment management
* Maintenance and defect reporting systems
Club Partnership Responsibilities
* Contribute to end-of-season reviews and future planning
* Support development of hospitality packages, menus, and bar specifications
Key Priorities
· Strengthening team development and operational standards
· Planning recruitment and workforce planning for the upcoming season
· Maintaining robust health & safety compliance
· Supporting innovation in hospitality packages and service delivery
About You
· Proven experience in a senior hospitality or operations role
· Strong commercial awareness with a track record of improving performance
· Confident leader with the ability to develop and inspire teams
· Highly organised with excellent planning and problem-solving skills
* · Passionate about delivering exceptional customer experiences