Hospitality Operations Excellence Manager

Whsmithcareers; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading hospitality company in the UK is seeking a Hospitality Operational Excellence Manager to enhance service standards across stores. You will coach teams to deliver exceptional food and coffee experiences and drive commercial performance through actionable insights. Ideal candidates will have proven management experience in hospitality, strong leadership skills, and a collaborative approach. This role presents a unique opportunity to shape the future of our hospitality offerings in a dynamic environment.

Qualifications

• Proven experience in hospitality management, ideally in food and coffee.
• Strong coaching and leadership skills with a passion for developing others.
• Commercial acumen and the ability to turn insights into action.

Responsibilities

• Coach and develop store teams to deliver food and coffee service.
• Drive performance through SMART business planning and data-led decisions.
• Champion a customer-first culture for enhanced service and sales.

Skills

Hospitality management

Coaching

Leadership

Commercial acumen

Communication skills

Job description

Location: Field Base role - South & Midlands

Secondment: 8 month FTC

About the Role

We’re on a mission to make every journey better—and our hospitality teams are at the heart of that. As a Hospitality Operational Excellence Manager, you’ll lead the performance and service standards across our hospitality stores, ensuring every customer experience is exceptional.

Key Responsibilities

• Coach and develop store teams to deliver consistent, high-quality food and coffee service.
• Drive commercial performance through SMART business planning and data-led decisions.
• Champion a customer-first culture, enhancing service, sales, and brand standards.
• Collaborate with stakeholders to align operations with trading plans and seasonal peaks.
• Analyse customer feedback and sales data to identify opportunities for growth.

What You’ll Bring

• Proven experience in hospitality management, ideally in food and coffee.
• Strong coaching and leadership skills with a passion for developing others.
• Commercial acumen and the ability to turn insights into action.
• A collaborative, inclusive approach with excellent communication skills.
• A genuine passion for delivering outstanding customer experiences.

Why Apply?

This is a fantastic opportunity to shape the future of our hospitality offer, influence commercial success, and grow your career in a dynamic, people-focused environment.