Head of Premium Operations – Tottenham Hotspur Stadium

Overview: 

The role will have full ownership of the co-ordination and delivery of our premium hospitality operation. Responsible for the delivery of consistent and exceptional product quality and service standards to achieve and exceed department targets and grow our reputation for celebrated customer experiences. 

Your operation will have several exceptional matchday dining concepts from Private Members Clubs, A la carte restaurants, exquisite private suites to fast paced bars and lounges – looking after our 9000 premium members. On non-match days these areas will be in use for conference and events. 

Leading a team of ten full-time managers, along with an extensive variable workforce to deliver world-class experiences throughout the stadium 

Oversee the overall Hospitality strategy including People management, menu offering, labour planning and client liaison to the highest standard 

Any preconceptions of traditional hospitality stadia catering can be left at the stadiums hospitality concierge entrance, this is a role for the innovator, trend setter and industry leader. 

 
Planning;  

Collaboration – Frequent liaison with the General Manager to agree strategy and direction of travel, developing and monitoring plans to deliver. 

Structured Approach – ensure that all activities have a clear purpose and measurable outcomes, with a disciplined and pacy approach to completion, including the review and application of lessons learned. 
You will be responsibly for Premium staffing planners and weekly labour. This role is responsible for the co-ordination of major third-party events, liaising with event owners and negotiating premium packages for their events.  

Operations: 

Ownership of the day to day delivery of consistent and exceptional product quality and service standards to achieve and ideally exceed department targets and grow our reputation for celebrated customer experiences  

Hospitality – Drive our guest focus culture through consistently demonstrating an in-depth knowledge and appreciation of hospitality standards and client needs, that is infections throughout your team.  

Innovation – Close and detailed liaison with our Client, premium area key partners and Levy Commercial Team to plan and deliver innovative solutions 

Consistency – Regular monitoring and development of each department to ensure that food quality, presentation, staffing reviews and consistent standards are maintained according to our IPOE culture.     

Brand – Operate and further develop consistently high brand standards within each area 

Communications – Directly liaise with client representatives and your Team Managers to ensure that communication and expectations are clear. Use structured, regular and consistent meetings as a key tool.  

Guest Focus – Champion the guest focused culture, continually sharing and acting on client and customer feedback  

Health & Safety – Lead the H&S culture and compliance across the venue 

 
People: 
Sourcing and deployment – ensure that effective and robust recruitment plans and processes exist to source and deploy large volumes of casual workers per differing event requirements.   

Culture – Work closely with the management team to develop and sustain a high level of team energy and engagement, focused on great food and hospitality 

Review and Develop – Conduct regular performance reviews and talent management / succession planning activity, based on agreed and measurable KPI’s.  

Communications – ensure effective team communication flows (in all directions) throughout the venue. 

 
Financial & Business Development: 

Financially accountable for all costs and profitability of the premium operations 

Commerciality – ensure competent levels of commercial understanding and awareness through their teams.  

Product development – Liaising with culinary and marketing specialist colleagues to implement continuous product development and drive increased spend per transaction.  

 
Person spec: 

A naturally confident leader, with senior management experience to inspire large operational teams to deliver results 

Confidently able to manage a mixed portfolio of outlets and business functions.   

Senior management presence to engage with client, peers and functional specialists.   

Positive and passionate focus on food – a natural flare for hospitality   

Excellent communication skills  

Experience of working with a client group 

Previous P&L accountability and evidence of commercial nous 

Exudes confidence, energy and charisma 

Can effectively switch between being the leader and a team player according to the situation at hand.   

Structured approach but also