Senior Premium Operations Manager - Tottenham Hotspur Stadium

Senior Premium Operations Manager – Tottenham Hotspur Stadium

£50,000 Basic

Who We Are:

Levy UK & Ireland is the vibrant and exciting sector of Compass Group, the world’s largest catering company. We work at some of the greatest venues in the world, delivering legendary experiences in food, drink, and hospitality.

In the UK, we are proud to have a wealth of long-standing partnerships with venues across sport, entertainment, and events. Our partnerships include venues such as Wimbledon, Twickenham, Edgbaston, Tottenham Hotspur, Chelsea, Principality Stadium, Scottish Event Campus (SEC) and ExCel London.

We are culinary champions – it’s what we do and it’s what we are passionate about. At the core of our work is the belief that sustainably sourced great food and drink, coupled with exceptional service is key to creating legendary experiences. Focused on ‘doing the right thing’ for our people and the planet, sustainability, wellbeing, diversity and inclusion are at the heart of what we do.

We are official partners of the British Paralympic Association and are proud to pay all our team members at least the Real Living Wage or London Living Wage.

Benefits:

• Medicash – Healthcare benefits, including dental, optical and therapy treatments (includes up to 4 dependent children)
• Aviva Digicare – Free annual healthcare check
• Exclusive Benefits & Wellbeing site (Perks at Work)
• Entertainment discounts – up to 55% off cinema tickets
• Health & Wellbeing discounts – Discounts for Nuffield Health (20%) and Pure Gym (10%)
• Travel discounts – Discounts with holiday companies such as TUI and Expedia
• Shopping discounts – Save up to 15% at high street and online stores by purchasing Shopping Cards
• Meals on duty
• Vodafone discounts
• Pension scheme and Life Assurance
• Employee Assistance Programme
• 23 days + BH’s and additional day off for your birthday
• 2 days additional leave, following return from Maternity leave during first year back
• Competitive and supportive family benefits
• Day off for baby’s first birthday
• Holiday purchase scheme
• On-going training & development and career pathways
• Professional subscriptions paid
• Financial wellbeing programme and preferred rates on salary finance products

More about the role:

Overview:

The role will have full ownership of the co-ordination and delivery of world-class hospitality within a state-of-the-art multi-purpose stadium. Your operation will primarily focus on delivery of the Chairman’s suite, as well as looking after the internal requirements of the match day operations.

In addition, this role will also support our wider delivery of the Conference and Events (C&E) business on non-matchdays, as required.

You will ensure that all aspects of the above are delivered in a quality, customer-focused manner combining attention to detail and class-leading experiences, in a culture and work environment where exceeding guest expectations is part of our philosophy and service DNA.

You will own the recruitment and training programme for the Chairman’s suite, ensuring we have a quality trained and consistent team working within this prestigious space.

You must be knowledgeable and passionate about both food and beverage, especially beneficial would be focused wine knowledge with an expectation of holding a WSET Level 2 certification or above.

The unique nature of this area of the premium operation means that whilst delivering world-class hospitality, you must be able to understand discretion within service and lead your team to be sensitive to conversations and individuals that are hosted within this exclusive, private space. This is a wonderful opportunity for the right candidate to join a best-in-class operation and find ways to raise the bar.

Person Specification:

The ideal candidate will have previous experience in high-end hospitality – ideally with a focus on private members or liaising with senior level management and high net worth and ultra-high net worth individual clients.

• Experience in luxury hotels, stadiums, private members clubs or luxury event catering environment desirable.
• Experience in delivering exceptional customer service and experience is essential.
• Experience, knowledge and/or qualifications in wine desirable (WSET qualifications preferred).
• Eye for and attention to detail.
• Ability to work with discretion – or experience within an environment where sensitive conversations may be happening around a hospitality service desirable.
• Personal circumstances must allow working flexible hours to align with stadia activity.
• Strong leadership qualities and excellent communicator.
• Positive and passionate focus on food – a natural flare for hospitality.
• Strong organisation skills and commercial awareness – sees beyond the obvious and is resourceful in seizing opportunities and solving problems.
• Detailed and dynamic in understanding, coordinating, planning and delivering.
• Champions and grows guest and client relationships.
• Standards and quality driven hands-on management style.
• Effective team player, with a “can-do” attitude.
• Refined, yet energetic operator.
• Comfortable, knowledgeable and up to date with current food and dining concepts.
• Assertive, calm, works well under pressure.
• Motivated by a passion and desire for quality and great service delivery that add to the guest experience.
• Calm and resilient. Not deterred by an ’unforeseen challenge’ – able to cope with a changeable environment and operate seamlessly whilst under pressure.

Role Purpose:

Reporting to the Head of Premium Operations and through close liaison with our client partners, you will be responsible for the key areas below (amongst other general responsibilities).

Operations:

• Ownership of the day-to-day delivery of consistent and exceptional product quality and service standards to maintain legendary customer experiences within an award-winning environment.
• Hospitality – Understand your guests and members, in this private and exclusive area of the stadium, getting to know the guests likes/dislikes personally will allow for a tailored delivery, and being ready for the next step of service before the guest even thinks to ask. Oversee the internals operation and ensuring the requirements of the media, players guests and first team amongst others are met, with a service tailored to their specific needs.
• Innovation – Close and detailed liaison with the multiple points of contact within the Premium Team, Chefs, People Team and the client – actioning and driving the next innovative approach to delivering world-class hospitality.
• Consistency – Regular monitoring and upholding only the highest standards of all areas including food quality, beverage service, room presentation and staffing.
• Liaison with Compass procurement, 3rd party suppliers and contractors – to ensure we have quality and timely service delivery in multiple areas – examples being wine, beverage and staffing.
• Health and Safety – ensure all areas of delivery are compliant with policies in place and staff are trained on all aspects of these.
• Brand – Be proud to work here at Tottenham Hotspur – ensure that everything that happens from arrival to departure represents the brand in the most positive way.
• Communications – your responsibilities are both in the co-ordination and the delivery – ensure that all parties have a clear understanding of what is to happen and when. Liaise with the client, catering teams, and the staff to ensure the guest has a seamless experience.

People:

• Deployment – ensuring you have the right people within the right role is critical – you will own the recruitment and training for these areas and be accountable for the service delivered.
• Culture – Work closely with the management team to develop and sustain a high level of team energy and engagement, focused on great food and hospitality.
• Review and Develop – Work with the wider management team, and any feedback gained from the event day service to review – and create and drive the training plan for further improvement.
• Communications – ensure effective team communication flows (in all directions) throughout your areas of responsibility.
• HR compliance – work closely with HR team and the wider Premium management team to ensure complete and consistently effective adherence to all legal obligations.

Sales and Profit Protection:

• Capture – ensure all aspects are captured correctly for billing purposes, including beverage consumption.
• Stock Management – ensure you liaise in a timely manner with the logistics department for any additional items that might be required, and for any ad-hoc requests that may arise.
• C&E P&Ls – when supporting the wider team with delivering our non-match day events in the stadium you will work closely with the planning, premium, finance and people teams to ensure pre and post event profit and loss accounts are completed for C&E business.

About You:

At Levy UK & Ireland, we take pride in fostering a workplace culture that celebrates diversity and promotes inclusion. We believe that our differences are our greatest strengths, and we are committed to creating an environment where every individual is valued, respected, and empowered.

Our team is a vibrant tapestry of backgrounds, experiences, and perspectives, which enriches our creativity, innovation, and overall success. We are dedicated to providing equal opportunities, promoting fairness, and ensuring that all voices are heard.

We firmly believe that a diverse team leads to innovation and creativity. We welcome candidates from all walks of life and backgrounds to join us in our mission to create a supportive and equitable work environment where everyone has the chance to excel and collaborate.

Join us in our journey towards a more diverse and inclusive world, where every person has the chance to thrive and contribute their unique talents. Together, we can achieve greatness.

As part of Compass you’ll help to feed people, fuel progress and forge connections in around 6,000 venues. Join us to grow your career with the industry leader, and get competitive pay, great perks and unrivalled opportunities for learning and development, at one of the UK’s biggest businesses.

Job Reference: com/1912/68717001/52705878/SU #London and South

Compass Group UK&I is committed to fostering an environment where every individual can truly be themselves at work and has equal opportunities to advance in their careers. We strive to build a culture that respects and celebrates the unique talents, beliefs, backgrounds, and abilities of all our team members. We want our colleagues to feel valued, empowered to reach their full potential, and to thrive because diversity is our strength!

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