Head of Hospitality - Etihad Stadium in Manchester

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.