Sunderland AFC

Sunderland AFC

Operations Manager – Hospitality, Catering & Event


Role Type



Posting Date

Apr 12, 2022

Role description

Post Title:Operations Manager (DGM)– Hospitality, Catering and Event
Rate of Pay and Benefits:Salary offered will be commensurate with relevant experience and the level of responsibility undertaken in the post.
Accountable to: General Manager
To support the General Manager in leading and developing an efficient and effective catering and events portfolio both within Sunderland AFC. To develop the conference and events brand of Sunderland Football Club and create a best-in-class level of service across match day and events.
Main Responsibilities

Responsibility for the daily operation of Sunderland AFC catering and events portfolio, clearly defining, assigning and delegating responsibility and authority for the operation of the front of house department.
To provide strategic planning and goal setting to achieve constant improvements in client service, product quality, financial performance and employee growth and development
To ensure all events are staffed to required level to uphold best in class service delivery
To work with the General Manager to implement all standard operating procedures and continuously review and update
To ensure the strict control of GP, wages, wastage and stock control across the catering business
To ensure all purchases are made within policy and budget
To support in the management of a portfolio of key major external clients and act as a senior point of contact for all their needs from the club and the venue
To support the match day commercial team as required, acting as the key link for all build up and close down from match day operation with commercial and other club departments.
To support the non match day sales teams as required and work with commercial sales manager to develop sales strategy for all conference and events
To ensure all finance and processing systems are followed and monitored as per company procedures
To provide reports in a timely manner for senior management and executive team as required
To ensure the development, implementation, and maintenance of quality service standards/systems and that all catering services exceed customer expectations
To actively promote a good working atmosphere, effectively motivating and empowering the catering management team
To ensure effective communication channels are achieved and maintained between staff and management and to promote a highly motivated team environment
To ensure the establishment of clear training and staff selection processes to ensure adequate supply of casual staff to meet the required service levels
To oversee all staffing matters, including the recruitment, retention, and welfare of staff.
Promote equality and diversity as part of the culture of the organisation
To assist in continually work towards the Club corporate strategic goals and to also ensure all staff are working to the club Mission, Vision and Values.
To support the relaunch Sunderland Football Club hospitality training academy
Ensure all Health and safety documentation is recorded daily as needed
Management of HACCP controls
To be accountable for all departmental health and safety
Work with HR colleagues to ensure all staff are trained to the necessary standard

Technical Skills and Knowledge
The successful candidate should be able to demonstrate:

Proven track record in leading a food/beverage industry business
Sound experience in extensive event planning and execution
A hands-on approach with the ability to cope with a wide range of issues
Sound personal qualities such as communication skills, the ability to lead a team, self-motivation, enthusiasm, and ability to work under pressure.They should exhibit pride in performance and possess high standards in the provision of service to Sunderland AFC customers and internal users.
Be very computer literate, familiar with Microsoft Office

High level of initiative and responsibility

The ability to make sound decisions in a timely manner
A practical approach to problem solving
A commitment to driving forwards continuous improvement in their working environment
Level 2 or above in food safety management
Personal License Holder
Any other relevant business management or hospitality qualifications would prove beneficial

Customer Service
Identify and meet the needs of internal and external customers, focusing on initiating and welcoming contact and communication whilst striving to deliver first class customer service.
Recognise potential complaint situations and make effective steps to avoid and/or resolve these situations.
Self Development
To undertake any necessary internal or external training sessions in accordance with the Company performance and Training ; Development Policy and to take personal responsibility to seek opportunities to develop yourself and to realise your own potential.
Identify, implement and evaluate the training and development needs of staff within your area of responsibility, give appropriate feedback and actively show interest and involvement in training activities for all employees, whilst looking for opportunities to further develop individuals.
Team Work
Ensure effective communication within your work team and actively offer support and guidance as necessary.
Security / Stock Control
Ensure compliance with all of the Company security, stock control, loss prevention and key holder procedures.
Equal Opportunities and Harassment
Ensure understanding, awareness and compliance with the Company Equal Opportunities Policy and Harassment Policy.

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