At a Glance
- Tasks: Lead a dynamic team to deliver exceptional guest experiences and drive revenue through innovative hospitality strategies.
- Company: Join a vibrant theatre environment focused on community engagement and service excellence.
- Benefits: Competitive salary, professional development opportunities, and a fun, inclusive workplace culture.
- Other info: Embrace a culture of safety, sustainability, and inclusivity while growing your career.
- Why this job: Make a real impact in the hospitality industry while working in a lively, creative setting.
- Qualifications: Proven senior management experience in hospitality or live events, with strong leadership skills.
The predicted salary is between 30000 - 40000 £ per year.
The General Manager is responsible for delivering exceptional guest experience and service excellence. They will lead, motivate, and develop the Guest Experience team, ensuring clear direction and delivery of business priorities through the hospitality strategy, in collaboration with the Theatre Director and Senior Management Team. The role will drive revenue through effective upselling, the development of events and private functions, and maximising pre-ordering and in-venue spend, enhancing both commercial performance and the overall guest experience. They are also responsible for upholding the highest standards of health and safety across the Front of House and Hospitality operations, maintaining full compliance and embedding a proactive safety-first culture within the team, with a strong focus on maintaining high standards and accountability across the operation.
KEY RESPONSIBILITIES
- Strategic: Work with the Theatre Director to develop and deliver annual business plans and budgets, aligned to commercial, service, and community objectives. Contribute to the venue's long-term strategy, identifying opportunities for growth across Front of House, hospitality, and events. Develop and deliver the annual hospitality and events marketing plan in collaboration with marketing and central support teams. Maximise the use of the theatre's ancillary spaces to support commercial performance, programming, and community engagement.
- Financial: Take overall responsibility for hospitality and events financial performance, including budgets, forecasts, and KPIs. Monitor performance against targets, identifying risks and implementing corrective actions where required. Drive secondary spend, sales growth, and spend-per-head across all Front of House and hospitality operations. Ensure effective pricing, stock management, cash control, and reporting systems are in place and compliant with group standards.
- Operational Excellence & Guest Experience: Provide senior operational leadership across all Front of House, hospitality, box office, and events activity. Act as duty manager as required, leading the operation in a live, customer-facing environment. Ensure all hospitality and events activity is delivered to agreed quality, service, and brand standards. Build strong working relationships with visiting companies, tour managers, and internal stakeholders to ensure seamless delivery. Champion accessibility, inclusion, sustainability, and environmental responsibility across venue operations.
- People Leadership, Recruitment & Development: Lead, motivate, and performance-manage Customer Experience and hospitality teams, fostering a positive, inclusive, high-performance culture. Oversee recruitment, induction, training, and engagement of permanent and casual staff. Ensure effective workforce planning and rota management in line with budget and operational demand. Support colleagues' professional development and ensure compliance with company HR systems and processes.
- Health & Safety, Safeguarding & Compliance: Take overall responsibility for Health & Safety, food hygiene, licensing, safeguarding, and statutory compliance within Front of House and hospitality operations. Ensure the venue meets or exceeds internal and external audit requirements. Maintain and implement effective risk management, emergency planning, and safeguarding practices. Ensure full compliance with the company's Food Safety Management System, including HACCP procedures, cleaning rotas, and opening and closing checks. Undertake, document, review, and disseminate risk assessments relevant to Front of House and hospitality operations. Manage and implement the venue's emergency, evacuation, and invacuation procedures, including drills, training, and briefings. Act as Deputy Safeguarding Officer and a key member of the venue's emergency response structure.
ABOUT YOU
A self-motivated individual with a genuine passion for delivering an exceptional hospitality offer and first-class experience. To achieve this, you will inspire and lead a team to meet and exceed budgeted targets, with customer care at the heart of your department's work. The candidate must be adaptable and forward-thinking, with creative flair and meticulous attention to detail with experience in a senior level manager position. A proven and robust hospitality knowledge, including strategic planning, food and beverage management, event delivery, the development of quality customer care strategies and pricing strategies are imperative to the role.
YOUR EXPERIENCE:
- Significant senior management experience within a theatre, live entertainment, hospitality, or visitor attraction environment.
- Proven track record of leading, motivating, and developing large customer-facing teams, including casual and contracted staff.
- Strong commercial and financial management experience, including budgeting, forecasting, cost control, and delivering against KPIs.
- Proven ability to monitor and challenge food quality, service standards, menu execution, pricing, and presentation.
- Experience of driving secondary spend, sales growth, and spend-per-head.
- Experience reviewing stock control, wastage, portion control, and cost management.
- Excellent people management skills, including recruitment, training, performance management, and succession planning.
- Strong operational leadership with the ability to manage busy, high-pressure live environments.
- Thorough knowledge of Health & Safety, food hygiene, licensing, and compliance requirements.
- Highly organised, resilient, and adaptable, with excellent attention to detail.
DESIRABLE:
- Proven experience managing third-party or contract catering/kitchen partners within a theatre, hospitality, or live events environment.
- Familiarity with zonal till systems, stock management software, and hospitality reporting tools.
- Experience of developing and delivering hospitality and events marketing plans in collaboration with marketing teams.
- Understanding of sustainability initiatives within venue operations and hospitality settings.
- Experience supporting accessibility, inclusion, and equality initiatives in customer-facing environments.
- Knowledge of safeguarding principles and experience acting as, or supporting, a Safeguarding Officer.
General Manager in Milton Keynes employer: Wycombe Swan Theatre
As a General Manager at our vibrant theatre venue, you will thrive in a dynamic work culture that prioritises exceptional guest experiences and team development. We offer competitive benefits, a strong focus on employee growth opportunities, and a commitment to sustainability and community engagement, making this an ideal place for passionate hospitality professionals looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land General Manager in Milton Keynes
✨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 Wycombe Swan Theatre. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Wycombe Swan Theatre
Don't be shy about reaching out to Wycombe Swan Theatre 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 General Manager in Milton Keynes
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 Wycombe Swan Theatre 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 Wycombe Swan Theatre
✨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!
