Hospitality Operations Manager

Job Title: Hospitality Operations Manager
Contract type: Permanent 
Location: London, on-site
Team: Restaurant and Club Team
Reporting to: Club Operations Manager
Salary: Competitive
Closing date: 9 November 2026

We will be reviewing applications as they are received, therefore the vacancy may close before the advertised closing date.

Please not we are unable to provide work visa sponsorships

Lead our Front of House, Member Experience and Hospitality teams to deliver exceptional service and memorable experiences for members, guests and visitors. You'll drive operational excellence, inspire high-performing teams and work across the business to enhance engagement and support the Club's continued success.

What you'll be doing:

Member Experience & Engagement

• 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 any last-minute changes requested by the organiser and ensure they are implemented accordingly. 
• Ensure the Club Operations Manager is kept informed of any guest complaints, as well as any changes to the event or service.

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Front of House Operations

• Lead the day-to-day operation of Reception area, Front of House, meeting rooms and member spaces.
• Ensure all public areas maintain exceptional presentation, cleanliness and hospitality standards.
• Coordinate visitor arrivals, room bookings, hospitality requirements and daily operational priorities.
• Oversee the opening and closing of the licensed Club bar, ensuring compliance with licensing legislation and organisational procedures.
• Oversee bar operations, ensuring appropriate stock levels are maintained and stock control procedures are effectively managed.
• Coordinate and oversee hospitality and catering arrangements for staff meetings, committee meetings, member events and corporate functions held within meeting rooms.
• Liaise with catering colleagues and suppliers to ensure hospitality services are delivered to agreed standards.
• Support the delivery of Club events and functions, ensuring a seamless member and visitor experience.
• Monitor operational performance and identify opportunities to improve service delivery and efficiency. 

Team Leadership & Supervision

• Provide full line management responsibility for Front of House colleagues.
• Set individual and team objectives, ensuring alignment with departmental and organisational priorities.
• Conduct recruitment, onboarding, probationary reviews, performance reviews and development planning.
• Allocate workloads and ensure appropriate staffing levels are maintained.
• Monitor hospitality revenue and expenditure, providing recommendations 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. 

Administration & Operational Coordination

• 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.
• Take responsibility for 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 the management of operational budgets relating to Front of House and hospitality services.
• Identify opportunities to improve operational efficiency through improved processes and systems.

Health, Safety & Compliance

• Ensure compliance with licensing legislation, food hygiene, health and safety and security requirements.
• Act as the responsible person for the operation of the licensed bar 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. 

Continuous Improvement

• 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. 

What you'll bring:

• 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.
• Excellent communication and stakeholder management skills.
• Knowledge of licensing, health and safety and compliance requirements.
• Ability to analyse operational information and identify service improvements.
• Proactive approach to problem-solving and continuous improvement.
• Management training would be desirable.

Benefits

• 25 days annual leave, increasing up to 30 days, in addition to statutory holidays. Staff may also receive additional days for any approved business closure days over the festive period in December, option to buy up to five days of annual leave per year.
• Employer pension contributions double the percentage of your plan earnings, up to 8%
• Life assurance equivalent to three times your basic salary (two times your basic salary for non-pension scheme members)
• Enhanced maternity, paternity and adoption pay
• Lifestyle discounts via our EAP and healthcare cashback programme
• Discounts on Royal Kennel Club products and services
• 4X Complimentary staff tickets to Crufts and Discover Dogs
• Healthcare cashback programme with a fixed contribution paid for by the Royal Kennel Club
• Free eye tests with a voucher towards the cost of your spectacles
• Financial support for professional and vocational qualifications, with five days' study leave provided
• Free access to The Royal Kennel Club Library and Art Gallery