Premium Lounge Manager - The O2 Arena

This role is responsible for leading the day-to-day operation and overall performance of a premium hospitality lounge. It involves managing the guest experience, food and bar service, leading and supporting the front-of-house team, and overseeing financial and operational performance. The role requires strong, visible leadership in a busy event environment while ensuring high hospitality standards, excellent customer service, engaged staff and strong commercial results.

• Lead lounge operations, taking overall responsibility for the smooth running of the premium lounge, ensuring excellent service, staffing and guest experiences.
• Deliver exceptional customer service, being visible on the floor, understanding guest needs, resolving issues professionally and consistently maintaining high hospitality standards.
• Lead and develop the team by recruiting, training, coaching and motivating the front-of-house team, creating a positive culture of teamwork, accountability and service excellence.
• Manage health and safety, maintaining all health and safety standards, including responsible alcohol service, safety checks, incident reporting and compliance requirements.
• Manage financial performance by controlling labour and operating costs, monitoring budgets, managing stock and tills, and working towards revenue and profit targets.
• Drive sales and upselling by identifying sales opportunities, increasing spend per transaction and motivating the team to achieve sales targets and promotions.
• Manage clients and stakeholders, acting as a key point of contact for clients and working closely with internal and external stakeholders to understand and deliver their requirements.
• Coordinate event delivery with culinary, beverage, logistics and support teams to ensure the lounge is fully prepared and events run smoothly from start to finish.
• Improve the offering continuously by using guest feedback, event reviews, menu development and competitor awareness to identify improvements and enhance the lounge experience.
• Maintain operational excellence by ensuring company standards, SOPs, stock procedures and service expectations are consistently followed while encouraging innovation and best practice.

• Strong team leadership, with the ability to motivate, coach and develop people while recognising and celebrating their achievements.
• Approachable and personable, building positive relationships based on trust, respect and integrity, with a friendly and supportive management style.
• Excellent communication, communicating clearly and confidently with team members, customers, clients and stakeholders at all levels.
• Collaborative team player, working well with other venues and teams, sharing best practice and contributing positively across the wider business.
• Customer and client focused, building strong client relationships, listening to customer needs and consistently aiming to deliver excellent experiences.
• Adaptable and innovative, comfortable working in a fast-changing environment, embracing new ideas and helping teams adapt to change.
• Strong leadership and decision-making, taking ownership, addressing problems, making confident decisions and remaining focused during challenging situations.
• Commercially focused, understanding profitability, facing challenges realistically and looking for opportunities to improve business performance.
• At least 2 years' management experience leading teams.
• Professional and technically capable, with strong IT skills, good numeracy and English, London market experience, and the ability to engage effectively with a wide range of stakeholders.

• Experience within a demanding hospitality environment with complex front-of-house operations.

• £46,300 Per annum plus bonus

• 23 days' annual leave plus bank holidays, birthday off and holiday purchase scheme
• Healthcare and wellbeing benefits including Aviva Digicare and Medicash (dental, optical and therapy treatments)
• 24/7 Employee Assistance Programme for mental health support
• Enhanced maternity, paternity and adoption leave, two days' additional leave after returning from maternity leave, day off for your baby's first birthday and enhanced family leave
• Shopping, entertainment and travel discounts, 20% off Nuffield Health and 10% off PureGym memberships
• Pension scheme, life assurance and preferred rates on salary finance products
• Professional subscriptions, ongoing training and structured career pathways