Premium Lounge Manager - London in City of Westminster

Premium Lounge Manager - The Role

Responsible for leading the day-to-day operation and overall performance of a premium hospitality lounge at The O2. The role involves managing the guest experience, food and bar service, leading and supporting the front-of-house team, and overseeing financial and operational performance. The manager must provide strong, visible leadership in a busy event environment while ensuring high hospitality standards, excellent customer service, engaged staff and strong commercial results. We are Levy We are a visionary venue partner. We design and deliver bespoke guest experiences that prioritise people and the planet. Trusted by some of the world's most iconic stadiums, entertainment venues, and major events ? from Wimbledon and Twickenham to Tottenham Hotspur Stadium, Edgbaston, the SEC and ExCeL London ? we bring experiences to life with passion and precision. Our mission is to succeed the right way. From pioneering tech and seamless operations to show-stopping menus and exceptional service, we use insight and innovation to understand guests, improve the customer journey, reduce environmental impact, and support local communities. We are a passionate, diverse team of venue specialists dedicated to making the planet better for future generations.

• Lead lounge operations - Take overall responsibility for the smooth running of the premium lounge, ensuring excellent service, staffing and guest experiences.
• Deliver exceptional customer service - Be visible on the floor, understand guest needs, resolve issues professionally and consistently maintain high hospitality standards.
• Lead and develop the team - Recruit, train, coach and motivate the front-of-house team, creating a positive culture of teamwork, accountability and service excellence.
• Manage health and safety - Maintain all health and safety standards, including responsible alcohol service, safety checks, incident reporting and compliance requirements.
• Manage financial performance - Control labour and operating costs, monitor budgets, manage stock and tills, and work towards revenue and profit targets.
• Drive sales and upselling - Identify sales opportunities, increase spend per transaction and motivate the team to achieve sales targets and promotions.
• Manage clients and stakeholders - Act as a key point of contact for clients and work closely with internal and external stakeholders to understand and deliver their requirements.
• Coordinate event delivery - Work with culinary, beverage, logistics and support teams to ensure the lounge is fully prepared and events run smoothly from start to finish.
• Continuously improve the offering - Use guest feedback, event reviews, menu development and competitor awareness to identify improvements and enhance the lounge experience.
• Maintain operational excellence - Ensure company standards, SOPs, stock procedures and service expectations are consistently followed while encouraging innovation and best practice.
• Strong team leadership - Able to motivate, coach and develop people while recognising and celebrating their achievements.
• Approachable and personable - Builds positive relationships based on trust, respect and integrity, with a friendly and supportive management style.
• Excellent communication - Communicates clearly and confidently with team members, customers, clients and stakeholders at all levels.
• Collaborative team player - Works well with other venues and teams, shares best practice and contributes positively across the wider business.
• Customer and client focused - Builds strong client relationships, listens to customer needs and consistently aims to deliver excellent experiences.
• Adaptable and innovative - Comfortable working in a fast-changing environment, embraces new ideas and helps teams adapt to change.
• Strong leadership and decision-making - Takes ownership, addresses problems, makes confident decisions and remains focused during challenging situations.
• Commercially focused - Understands profitability, faces challenges realistically and looks for opportunities to improve business performance.
• Relevant hospitality experience - Has at least 2 years' management experience leading teams, ideally within a demanding hospitality environment with complex front-of-house operations.
• Professional and technically capable - Has strong IT skills, good numeracy and English, London market experience, and the ability to engage effectively with a wide range of stakeholders. Levy UK & Ireland is part of Compass Group, the world's largest catering company, and a vibrant leader in hospitality.

We believe in celebrating individuality and building inclusive teams where everyone feels they belong. Our diverse team fuels creativity, innovation, and excellence. We are proud to be an equal opportunities employer and welcome candidates from all backgrounds to join us in creating a supportive, empowering workplace where everyone can thrive. Together, we create unforgettable experiences ? and shape the future of hospitality.

• Competitive salary with bonus and full company benefits
• 23 days' annual leave plus bank holidays, your birthday off, and a holiday purchase scheme
• Healthcare & wellbeing: Aviva Digicare, Medicash (dental, optical, therapy treatments)
• Mental health support: 24/7 Employee Assistance Programme
• Family benefits: Enhanced maternity, paternity, and adoption leave. 2 days? additional leave after returning from maternity leave, day off for your baby?s first birthday, enhanced family leave
• Perks & discounts: Shopping, entertainment, and travel discounts, 20% off Nuffield Health and 10% off PureGym memberships
• Financial wellbeing: Pension scheme, Life Assurance, preferred rates on salary finance products
• Development opportunities: Professional subscriptions, ongoing training and structured career pathways
• Meals on duty included

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