Duty Manager- Aston Villa Football Club

Job Introduction
The overall purpose of a hospitality manager/ duty manager is to ensure the seamless execution of exceptional guest experiences during events and functions hosted at the venue. Responsible for overseeing the various aspects of hospitality, the manager plays a pivotal role in coordinating and optimising services to meet and exceed guest expectations. This includes managing the catering and dining services, ensuring high-quality food and beverage offerings, and maintaining the overall ambiance of hospitality areas. The manager collaborates with diverse teams such as catering staff, event planners, and facility personnel to guarantee that all aspects of hospitality align with Levy standards and the specific requirements of each event. Additionally, they focus on customer satisfaction, addressing any concerns promptly, and continuously seeking ways to enhance the overall guest experience. A hospitality manager at Aston Villa acts as a crucial link between the venue and its patrons, contributing significantly to the positive reputation and success of the events hosted at this prominent venue.
KEY RESPONSIBILTIES:
Event Planning and Coordination:

• Collaborate with event planners, organisers, and internal teams to understand the specific requirements and expectations for each event.
• Develop comprehensive hospitality plans, ensuring seamless integration with overall event logistics.
• Coordinate with various departments, including catering, facilities, and audio-visual teams, to guarantee a cohesive and well-executed event.

Staff Management and Leadership:

• Lead, motivate, and manage a diverse team of hospitality staff, including catering personnel, servers, and support staff.
• Conduct regular team meetings to communicate event details, expectations, and provide necessary training, ensure team meeting cover See,Care,Share and CARE requirements. Ensure that this is done in all TL meetings.
• Foster a positive and collaborative work environment, promoting teamwork and a customer-centric mindset.

Catering and Food & Beverage Services:

• Oversee all catering, ensuring high-quality food and beverage offerings that align with guest preferences and dietary requirements.
• Implement efficient inventory management processes to minimize waste and control costs.

Guest Experience Enhancement:

• Focus on enhancing the overall guest experience by ensuring top-notch service and attention to detail.
• Monitor and promptly address guest feedback and concerns, aiming for continuous improvement.
• Implement creative solutions to personalise and elevate the hospitality experience for different events.

Budget Management:

• Develop and manage budgets for hospitality services, including catering, staffing, and event-specific requirements.
• Monitor expenses closely, identifying opportunities for cost savings without compromising service quality.
• Provide regular financial reports and updates to senior management.

Compliance and Health & Safety:

• Ensure compliance with relevant health and safety regulations and industry standards.
• Develop and implement protocols for maintaining a safe and hygienic hospitality environment.
• Stay informed about changing regulations and adjust practices accordingly.

Technology Utilisation:

• Utilise hospitality management software and tools for efficient planning, coordination, and tracking of event details.
• Implement technological solutions for guest registration, feedback collection, and other relevant processes.

Client and Vendor Relations:

• Build and maintain positive relationships with clients, vendors, and partners.
• Act as the main point of contact for hospitality-related inquiries, addressing client needs and ensuring seamless communication.

Continuous Improvement Initiatives:

• Stay updated on industry trends and innovations, implementing best practices to enhance Levy hospitality services.
• Lead and participate in post-event debrief, identifying areas for improvement and implementing necessary changes.

Flexibility and Crisis Management:

• Demonstrate flexibility in adapting to changing event dynamics and schedules.
• Effectively manage high-pressure situations and crisis scenarios, implementing contingency plans to ensure minimal disruption.

WHAT YOU\’LL BRING:
Experience:
Proven experience in a similar role within the hospitality or events industry, demonstrating the ability to manage large-scale events and deliver exceptional guest experiences.
Background in overseeing catering operations, including menu planning, food quality control, and beverage service.
Communication Skills:

• Excellent verbal and written communication skills with the ability to interact effectively with clients, staff, and external stakeholders.
• Demonstrated proficiency in negotiation, persuasion, and conflict resolution, ensuring positive outcomes in diverse situations.

Leadership and Team Management:

• Strong leadership skills with the ability to inspire and manage a diverse team, fostering a positive and collaborative work environment.
• Proven experience in recruiting, training, and developing staff to ensure a high level of service and professionalism.

Organisational Skills:

• Exceptional organisational and multitasking abilities, with a keen attention to detail.
• Proficient in project management, able to coordinate multiple aspects of hospitality services simultaneously.

Customer Focus:

• A customer-centric mindset with a passion for delivering outstanding guest experiences.
• Proactive in anticipating and meeting customer needs, ensuring satisfaction and loyalty.

Flexibility and Adaptability:

• Demonstrated ability to adapt to changing circumstances and work effectively under pressure.
• Flexibility to work irregular hours, including evenings and weekends, to accommodate event schedules.

Knowledge of Industry Trends:

• • • Up-to-date knowledge of hospitality and event industry trends, including food and beverage trends, technology integration, and innovative guest services.

Problem-Solving Skills:

• Strong analytical and problem-solving skills, capable of making sound decisions quickly and efficiently.
• Ability to address and resolve issues in real-time to ensure the smooth flow of events.

Financial Acumen:

• • • Solid understanding of budget management, cost control, and financial reporting related to hospitality operations.

Commitment to Excellence:

• Demonstrated commitment to maintaining high standards of service and continuously seeking opportunities for improvement.
• Passion for contributing to the overall success and reputation of Levy

Levy 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 have a commitment to being Net Zero by 2027, 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.
Job Reference: com/1104/92706001/52732730/SU #Levy UK