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 37800 - 46200 £ 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) employer: Selfridges & Co.
Selfridges & Co is an exceptional employer that values leadership and service excellence, offering a dynamic work environment in the heart of London. Employees benefit from a strong culture of collaboration, opportunities for professional growth, and the chance to be part of a prestigious brand known for its commitment to quality and customer satisfaction. With a focus on employee development and a vibrant workplace, Selfridges provides a rewarding experience for those looking to make a meaningful impact in retail.
StudySmarter Expert Advice🤫
We think this is how you could land Concessions Services Manager (Restaurants)
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Selfridges & Co.. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Selfridges & Co.
Don't be shy about reaching out to Selfridges & Co. directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Concessions Services Manager (Restaurants)
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Selfridges & Co. and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Selfridges & Co.
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
