General Manager - Hospitality & Event Operations - #2171016

Title: General Manager - Hospitality & Event Operations

Reporting to: Head of Hospitality & Hotels

OVERVIEW

UNICUS is a wholly owned subsidiary of The University of Sheffield, operating a number of distinct commercial services, including cafes, hotels, conference and hospitality venues within the University campus, with a commercial income of £9m for 2025/26.

There has been recent significant investment across the whole business and we are now looking for a highly motivated individual to lead our hospitality, conference and event operations.

The business consists of a thriving delivered catering business to the University and externally, conferences of up to 1000 people, high volume banqueting, intimate private dining and corporate and social events and occasions.

Reporting directly to the Head of Hospitality & Hotels, the post will be responsible for ensuring the delivery of a smooth and efficient day to day operational delivery, and managing costs and resources to ensure a financially successful business.

We are looking for an individual who is passionate about customer service and wants to ensure that every customer experience is the best it possibly can be. A key part of this role will be to recruit, develop and lead staff that display a ‘can do’ attitude and are committed to providing a service standard that sets us apart from others in our sector.

MAIN RESPONSIBILITIES

• Manage the day-to-day operation of the hospitality business across all venues—encompassing delivered catering, conferences, banqueting, corporate and social events and weddings—leading from the front and working operational management shifts as required to support the team
• Recruit, lead, and develop a strong, agile operational team capable of delivering high-volume delivered hospitality and conferences, banqueting and events across multiple venues on the University campus and externally.
• Conduct regular performance and development reviews with all staff, providing coaching and mentoring to maintain high operational standards across all venues.
• Provide clear guidelines regarding job roles, responsibilities, service standards, standard operating procedures (SOPs) and expected outcomes for all business requirements.
• Ensure exemplary service delivery measured via set KPI’s, service standards, customer feedback and client debriefs.
• Conduct regular walkthroughs of venues and event setups with venue managers to ensure presentation and operational delivery meet agreed standards.
• Support with the production of the annual sales and operating budget across all sites
• Work closely with the Marketing and Sales Teams to promote venue spaces and hospitality services, and maintain a reputation as the preferred hospitality partner for internal departments and external clients.
• Proactively identify upsell and cross-selling opportunities to maximise revenue opportunities, and maintain strong client relationship management to encourage repeat business.
• Review trading performance on a weekly basis to control key operational costs to ensure bottom line profitability throughout the year—taking immediate corrective action during off-peak periods. Ensure strict adherence to financial and audit controls across all venues.
• Work collaboratively with the Executive Chef and Kitchen Team to continuously innovate menu offerings, presentation standards, dietary options, and service styles for delivered catering, events and conferences, banqueting and private dining
• Benchmark against local competitors (delivered catering providers and events and conference venues) to maintain a competitive commercial edge.
• Be forward-thinking and innovative, considering modern concepts in food packaging, event technology, sustainable practices, and guest experiences to differentiate the business from competitors.
• Ensure full compliance across all sites with relevant legislation, including Food Safety (HACCP), Health & Safety, Premises Licensing, Fire Regulations, and Allergen Management regulations.
• Act as Departmental Health and Safety Officer for the Hospitality, Hotel and Retail commercial business, investigating reported near misses and accidents, and providing factual evidence to the University Health and Safety department on actions taken to ensure continual improvement.
• Execute any other duties commensurate with the grade and commercial of the post.

PLANNING AND ORGANISING

• Produce annual operational budgets, staffing models, and long term required expenditure in conjunction with the Head of Hospitality.
• Manage operating budgets to deliver exceptional value for money across all areas of responsibility
• Establish structured operational meetings, and pre- event briefings with all relevant stakeholders to ensure seamless communication, high quality event execution, and adequate venue coverage.
• Plan and prioritise own workload, and work with Event Operations Managers to ensure fixed cost staff resources are used effectively across the business, utilising casual labour resources as and when required to support peak business levels.
• Work with key organisational departments (e.g., Sales Team, Estates & Facilities Management Team, Kitchen & Logistics Team, IT) to ensure all business is delivered to the required standard.
• Proactively plan annual maintenance schedules, deep cleans, equipment replacements, and venue refurbishments for function and event spaces.

STAFF MANAGEMENT

• Direct management responsibility for Operations Event Managers and Duty Managers.
• Provide clear leadership, continuous support, and structured training covering service delivery, allergen awareness, event logistics, and guest recovery.

FINANCIAL MANAGEMENT

• Lead the operational team in driving commercial performance to achieve food and beverage and venue hire revenue in conjunction with the Sales Team
• Implement robust cost-control frameworks across all venues, focusing heavily on variable labor scheduling and food/beverage waste reduction
• Enforce strict adherence to financial guidelines as set by the Financial Controller.
• Monitor and report on income, expenditure and bottom line profitability, and share with all staff to ensure ownership of driving income and managing flexible operating costs.

OPERATIONAL TECHNOLOGY

• In conjunction with the IT Systems Manager review and implement appropriate IT systems for future business needs.
• Provide training and support to the operational team on the relevant IT systems

PERSON SPECIFICATION

Applicants should demonstrate evidence of the following criteria in their applications. We will use a range of selection methods to measure candidates’ abilities in these areas including reviewing your online application, seeking references, inviting short-listed candidates to interview and other forms of assessment action relevant to the post.

Essential

Qualifications and experience

• Excellent interpersonal skills to deal with both internal and external customers
• Substantial level of professional/operational managerial experience
• Experience of planning/organising and delivering events up to 500 covers
• Experience of managing and controlling budgets/resources and an understanding of financial management procedures.
• Relevant IT and technology skills.
• Proven track record of delivering customer excellence/customer champion.
• Experience in managing food safety, control of allergens and health and safety

Communication Skills

• Excellent communication, interpersonal and negotiation skills with proven ability to influence and persuade at all levels.

Leadership Skills

• Ability to provide clear direction and inspirational leadership.
• Ability to plan and set objectives to deliver results through others.
• Proven management skills to motivate staff to achieve their full potential.

Team working

• Strong team player. Able to positively influence by leading from the front.

Personal effectiveness

• Ability to work well under pressure to tight deadlines in order to meet agreed targets.
• Commitment to continuous professional development.
• Commitment to diversity and promoting equal opportunities.
• Commitment to improving sustainable and environmental standards

Desirable

Project management

• Experience of change management

Further Information

Terms and conditions of employment: Please see separate employee conditions document.

Salary for this grade: The salary will be up to £40,000 with a package of benefits including a generous pension scheme. discounted food and drink in outlets.

Pay: £40,000.00 per year

Work Location: In person