Head of Hospitality - MKM Stadium

Job Overview
The Head of Hospitality at MKM Stadium is a pivotal leadership role responsible for overseeing all aspects of guest experience and hospitality services within the venue. This position requires a dynamic individual with strong management skills, a passion for delivering exceptional customer service, and extensive experience in the hospitality sector. The successful candidate will lead the hospitality team, develop strategic initiatives to enhance guest satisfaction, and ensure seamless operations during events and matches. This role offers an exciting opportunity to shape the stadium’s reputation as a premier destination for sports, entertainment, and corporate events.

Key Responsibilities

Operational \& Financial Performance

• Monitor and manage key KPIs including wages, cost of sales (COS), and spend per head (SPH)


• Analyse performance data and implement strategies to improve profitability


• Work closely with hospitality managers to deliver financial and operational targets

• Provide clear leadership and structure across the hospitality management team


• Set objectives, manage performance, and conduct regular appraisals


• Develop and implement structured training and development plans


• Identify opportunities for upskilling and continuous improvement (including iHasco training)

Match Day:

• Lead operational delivery and ensure high service standards across all areas


• Deliver match day briefings and support managers in execution

• Oversee conferences, events, and functions with a focus on consistency and quality


• Ensure a seamless and high\-quality guest experience across all offerings

• Develop and deliver structured operational plans with the management team


• Oversee rotas to ensure all events are effectively staffed and delivered


• Continuously improve operational efficiency and service delivery

• Review and enhance training programmes and induction processes


• Drive improvements in upselling, product knowledge, and SPH


• Support the creation of training materials and performance frameworks

• Work closely with HR to plan recruitment for seasonal and permanent roles


• Develop staffing templates aligned with business needs


• Ensure staffing levels support both operational delivery and revenue targets

• Support quarterly menu reviews and product development


• Collaborate on bar layouts, stock management, and product rotation

• Identify opportunities to enhance service delivery and guest experience


• Introduce new ideas and initiatives to improve commercial performance

• Ensure full compliance with all health and safety standards, including:


• Risk assessments


• COSHH documentation


• Asset and equipment management


• Maintenance and defect reporting systems

• Contribute to end\-of\-season reviews and future planning


• Support development of hospitality packages, menus, and bar specifications

· Strengthening team development and operational standards

· Planning recruitment and workforce planning for the upcoming season

· Maintaining robust health \& safety compliance

· Supporting innovation in hospitality packages and service delivery

About You

· Proven experience in a senior hospitality or operations role

· Strong commercial awareness with a track record of improving performance

· Confident leader with the ability to develop and inspire teams

· Highly organised with excellent planning and problem\-solving skills

· Passionate about delivering exceptional customer experiences

Pay: £38,000\.00\-£40,000\.00 per year

Benefits:

• Company pension


• Employee discount


• Free parking


• On\-site parking

This listing is from indeed. View original listing ↗