Premium Lounge Manager - London

Premium Lounge Manager - London Premium Lounge Manager - The o2, London, SE10 | Full-Time / Permanent 46300 + excellent benefits including healthcare, wellbeing support, 23 days' annual leave plus bank holidays, life assurance, meals on duty, and more. We're looking for... 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. Premium Lounge Manager - The Role 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. What we're looking for 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. What you'll get in return Competitive salary with bonus and full company benefits 23 days' annual leave plus bank holidays, your birthday off, and a holiday purchase scheme Healthcare