At a Glance
- Tasks: Lead restaurant operations and ensure top-notch guest experiences at Selfridges.
- Company: Join the iconic Selfridges team in the heart of London.
- Benefits: Competitive salary, dynamic work environment, and opportunities for growth.
- Other info: Collaborate with diverse teams and enjoy a vibrant workplace culture.
- Why this job: Be a key player in delivering world-class service and making every guest's visit memorable.
- Qualifications: Experience in restaurant operations and a passion for hospitality.
The predicted salary is between 39600 - 48400 £ per year.
The Concession Services Manager is responsible for ensuring operational excellence, strong service standards, and effective relationships with restaurant concession partners across Selfridges. The role focuses on day-to-day operational leadership, ensuring partners deliver in line with Selfridges service standards, governance requirements, and guest experience expectations. This position works closely with internal teams including Marketing, PR, Digital, and Compliance to ensure concession restaurants are aligned with the Selfridges brand and business strategy. This is a site-based operational role requiring a strong on-floor presence.
Key Responsibilities
- Customer Experience
- Deliver a consistent, high-quality guest experience across all concession restaurants.
- Maintain a visible presence on the restaurant floor.
- Monitor guest feedback and identify improvement opportunities.
- Resolve guest issues and manage service escalations.
- Support partners in improving guest satisfaction.
- Operational Ownership
- Oversee day-to-day restaurant operations and ensure governance standards are met.
- Monitor operational performance across concession restaurants.
- Ensure compliance with Selfridges policies and operational standards.
- Coordinate duty management coverage when required.
- Support store approval processes for concessions.
- Identify and manage operational risks.
- Build strong relationships with concession partners and internal teams.
- Act as the main operational contact for restaurant partners.
- Maintain alignment with Selfridges service standards.
- Collaborate with Marketing, PR, Digital, and Store Operations teams.
- Support marketing campaigns and promotional activity.
- Assist with website and digital updates for concession restaurants.
- Operational Agility
- Respond effectively to operational challenges and changing business needs.
- Provide operational support during peak periods and key events.
- Support concession partners with operational or service issues.
- Coordinate operational coverage where needed.
- Identify opportunities to improve processes and efficiency.
- Commercial Performance
- Support concession partners in delivering strong operational and trading performance.
- Monitor service standards and operational performance.
- Identify opportunities to enhance efficiency and guest experience.
- Support promotional activity and trading initiatives.
- Ensure alignment with wider store trading strategies.
- Governance & Compliance
- Ensure all concession partners operate safely and in line with regulations.
- Monitor compliance with Food Safety, Health & Safety, and Fire Safety requirements.
- Support audits and ensure corrective actions are implemented.
- Maintain governance standards across restaurant operations.
- Training & Capability
- Support service standards and operational capability across concession teams.
- Encourage strong service and operational practices.
- Support training and capability development where required.
- Coach Duty Managers to deliver consistent service standards.
About You
- A natural leader who enjoys motivating, supporting, and developing teams to achieve great results.
- Strong knowledge of restaurant operations, with curiosity and enthusiasm for the hospitality industry.
- A hands-on, flexible manager who takes ownership and approaches the department with a business mindset.
- Passionate about delivering the world-class service and guest experience Selfridges is known for.
- Confident building genuine connections with customers while creating an enjoyable and engaging environment.
- Professional and composed, with the ability to manage challenging situations calmly and diplomatically.
- An effective communicator with a clear understanding of restaurant operations.
- Positive, proactive, and willing to go above and beyond to support both customers and colleagues.
This role offers the opportunity to work alongside a diverse team with expertise across a wide range of hospitality and catering disciplines. There are also many opportunities to collaborate on projects and initiatives across the wider business — ensuring no two days are ever the same.
Concessions Services Manager (Restaurants) in City of Westminster employer: Selfridges & Co
Selfridges is an exceptional employer, offering a vibrant work culture in the heart of London that prioritises operational excellence and guest satisfaction. As a Concessions Services Manager, you will have the opportunity to lead a diverse team, develop your skills in a dynamic environment, and collaborate with various departments to enhance the overall dining experience. With a commitment to employee growth and a focus on delivering world-class service, Selfridges ensures that every day brings new challenges and rewards.
