WHO WE ARE LOOKING FOR
The Head of Hospitality is a senior leadership role responsible for overseeing all aspects of hospitality operations at the Etihad Stadium. This includes delivering exceptional guest experiences, managing a large and diverse team, and driving commercial performance. The role requires a strategic mindset, operational excellence, and a passion for service, with a focus on both match-day and non-match-day operations.
A FLAVOUR OF THE DAY TO DAY
Leadership & Team Development
* Lead and inspire the hospitality team, including salaried managers and a casual workforce with an approximate size of 1,000, to deliver outstanding service and guest experiences.
* Conduct regular 1:1s, team meetings, and business reviews to ensure objectives are met and performance is continuously improved.
* Foster a culture of respect, engagement, and accountability through clear direction and open communication.
Operational Management
* Oversee all aspects of hospitality operations, ensuring consistent delivery of high standards across all areas including service, cleanliness, and presentation.
* Manage match-day staffing operations in collaboration with the People Team.
* Undertake duty management and operational shifts as required.
Strategic Planning & Commercial Performance
* Develop and execute a forward-looking commercial strategy, planning six months ahead while ensuring day-to-day excellence.
* Drive match-day sales and profit performance through effective monitoring of KPIs including sales, labour, margin, and expenses.
* Manage departmental budgets, including non-F&B purchasing, labour productivity, and accurate forecasting to meet P&L targets.
Systems & Compliance
* Act as a super user for the till system and oversee back-of-house functions for the hospitality department.
* Ensure compliance with Humanforce for shift scheduling and payroll approvals.
* Maintain compliance with all company and client policies, licensing laws, Trading Standards, EHO, and health & safety regulations.
Client & Stakeholder Engagement
* Serve as the primary point of contact for internal and external stakeholders, including MCFC, Eastlands VSL, and suppliers.
* Build long-term, productive relationships with third parties and manage complaints proactively with timely resolution and follow-up.
Training & Quality Assurance
* Work with the People Team to ensure all statutory and bespoke training is scheduled, delivered, and recorded.
* Monitor performance against SLAs and implement improvements to enhance quality and efficiency.
* Maintain and action a post-match-day maintenance log to ensure continuous improvement.
SKILLS AND QUALIFICATIONS
Essential
* Significant experience in leading a hospitality operations team, either as a multi-site manager or within a large single-site venue.
* Proven ability to lead and manage large, high-performing teams through effective behaviours, role-modelling, structured meetings, and coaching—while also acting as the first point of contact for team-related matters and supporting individual and collective performance.
* Strong communication and interpersonal skills, with the ability to engage effectively with clients, colleagues, and stakeholders at all levels.
* Demonstrated ability to manage multiple workloads and shifting priorities in a fast-paced environment.
* Strong commercial acumen with experience managing budgets, labour efficiency, and operational performance.
* Experience in developing and delivering high-quality hospitality operations across multi-service environments.
* Resilience and adaptability when faced with conflicting business challenges.
* Self-motivated and able to work independently, using initiative to solve problems and drive results.
Desirable
* Personal License holder.
* Experience managing large-scale non-match-day events.
Application Deadline: 21st November 2025
What else is in it for you?
* Competitive pay.
* Staff meals
* Opportunity for personal training and development.
* Cross-exposure to the wider business.
* Sick Pay.
BE YOU. WITH US.
We’re committed to creating an inclusive environment where everyone feels welcome, respected, and empowered to thrive.
Wherever you come from, and wherever you're going — we’d love to hear from you.
If you require any additional support or adjustments during the application process, please contact us at talent@eastlandsvsl.com — we’re here to help.
If successful in your application, you will be required to provide eligibility to work evidence in line with the ‘Eligibility to Work in the UK’ requirements.