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The Royal Kennel Club

Hospitality Operations Manager

Full-TimePosted on 10/20/2026Deadline 11/9/26
No salary listed
Expert
London, UK
In PersonOn-site in London.
Food Service & HospitalityFood & Beverage Operations Management

About the job

Requirements
  • Experience supervising a Front of House, reception, hospitality or customer service operation.
  • Food Hygiene Level 3.
  • Demonstrable experience delivering exceptional customer or member experience.
  • Experience leading, coaching and developing customer-facing teams.
  • Experience coordinating multiple operational priorities in a busy environment.
  • Strong organisational and administrative skills.
  • Experience using business systems including Microsoft Office and operational management systems.
  • Experience managing stock control and operational resources.
  • Knowledge of licensing, health and safety and compliance requirements.
  • Ability to analyse operational information and identify service improvements.
Responsibilities
  • Lead the delivery of an exceptional member and visitor experience across all Front of House services.
  • Act as the senior point of contact for members, guests and visitors, resolving complex enquiries and service issues.
  • Ensure resources are deployed effectively to meet business and member requirements.
  • Build positive relationships with members, identifying opportunities to increase engagement with Club facilities, events and services.
  • Gather and analyse member feedback, identifying trends and recommending service improvements.
  • Promote Club events, activities and services to encourage greater member participation.
  • Develop and maintain consistently high customer service standards across the Front of House team.
  • Support the development of new initiatives that enhance the overall member journey.
  • Take responsibility for last-minute changes requested by the organiser and ensure they are implemented accordingly.
  • Keep the Club Operations Manager informed of guest complaints and changes to events or services.
  • Lead the day-to-day operation of the Reception area, Front of House, meeting rooms and member spaces.
  • Ensure all public areas maintain high standards of presentation, cleanliness and hospitality.
  • Coordinate visitor arrivals, room bookings, hospitality requirements and daily operational priorities.
  • Oversee opening and closing of the licensed Club bar, ensuring compliance with licensing legislation and organisational procedures.
  • Oversee bar operations, maintaining appropriate stock levels and effective stock-control procedures.
  • Coordinate hospitality and catering arrangements for staff and committee meetings, member events and corporate functions held within meeting rooms.
  • Liaise with catering colleagues and suppliers to ensure hospitality services meet agreed standards.
  • Support Club events and functions to ensure a seamless member and visitor experience.
  • Monitor operational performance and identify opportunities to improve service delivery and efficiency.
  • Provide full line-management responsibility for Front of House colleagues.
  • Set individual and team objectives aligned with departmental and organisational priorities.
  • Conduct recruitment, onboarding, probationary reviews, performance reviews and development planning.
  • Allocate workloads and maintain appropriate staffing levels.
  • Monitor hospitality revenue and expenditure, recommending ways to improve financial performance.
  • Identify opportunities to improve cost efficiency without compromising service quality.
  • Support recruitment, onboarding and induction of new colleagues.
  • Coach team members to deliver consistently high customer service standards.
  • Support performance conversations, development planning and capability improvement.
  • Foster a positive, collaborative and member-focused team culture.
  • Coordinate reception administration, visitor records, meeting schedules, bookings and operational documentation.
  • Produce routine operational reports and analyse service performance.
  • Maintain accurate operational records and management information.
  • Support member communications and internal correspondence.
  • Assist with purchasing requests, invoice processing and supplier coordination.
  • Manage stock-control processes, ensuring regular stock takes are completed and reconciled using the EPOS system.
  • Monitor stock usage and ensure timely replenishment of bar and hospitality supplies.
  • Support management of operational budgets relating to Front of House and hospitality services.
  • Identify opportunities to improve operational efficiency through improved processes and systems.
  • Ensure compliance with licensing legislation, food hygiene, health and safety, and security requirements.
  • Act as the responsible person for licensed bar operations when required.
  • Maintain operational procedures, compliance documentation and risk assessments.
  • Ensure Front of House operations comply with organisational policies and procedures.
  • Report operational risks promptly and support investigations where appropriate.
  • Lead initiatives that improve member satisfaction and service quality.
  • Analyse operational performance and recommend improvements.
  • Support implementation of new technologies and systems that improve member experience.
  • Work collaboratively with Library, Gallery and wider organisational teams to deliver an integrated member experience.
  • Contribute to projects that support the Club's strategic objectives and future development.
Desired Qualifications
  • Management training.

About the company

T

The Royal Kennel Club

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