Hospitality Manager- Westfield, White City, London
TOCA Social is the world's first dining and entertainment experience with a football twist, and it’s set to change the game! We are ready for global growth with venues already operating in The O2, London and The Bullring, Birmingham. Our next venues open in London, Mexico, and Dallas in 2025!
At TOCA Social, Everybody Plays! Football knowledge is not required, so if you thrive in an energetic and fun environment, you’ll quickly fall in love with our concept!
Job Overview
At TOCA Social, we see a direct link between the quality of our guest experience and the happiness of our teammates, meaning our teammates are at the centre of everything we do! Our Hospitality Managers are responsible for bringing together multiple elements of our guests' journey together to deliver memorable experiences!The ideal candidate will have previous experience in competitive socialising or hospitality venues and the ability to lead with the 51% attributes that are core to our culture.
Location: TOCA Social, Westfield White City, LondonReports to: Deputy General Manager
Role Scope & Responsibilities:
Some of your responsibilities will include:
- Being the ‘go-to’ for teammate support whenever on shift
- Managing Teammates with excellent communication skills (written & verbal) and embracing Teammate and guest differences
- Providing a safe and hospitable environment for all Teammates and over 300,000+ annual guests
- Leading a diverse and dynamic team whilst anticipating and exceeding the needs of our guests
- Creating a ‘Greatest Of All Time’ team culture
- Providing coaching to Teammates and developing their skills to allow them to reach their full potential and growth with the brand
- Working with leaders to ensure accurate scheduling of Teammate whilst anticipating seasonal labour changes
- Leading from the front to create a best in class Guest experience and supporting Teammates in following consistent Steps of Service
- Assist with recruitment, onboarding, training and development of new Teammates
- Empowering Teammates to surpass Guest expectations
- Ensuring training and compliance within health and safety and food and drink guidelines
- Having a presence on the venue floor, being visible for guests and teammates at all times, ready to step in whenever needed whilst having a warm and friendly disposition.
- Completing preventative maintenance checks, including daily walk-throughs to inspect and escalate improvements
- Ability to resolve issues with grace and empathy, focussed on always finding the best outcome for all guests
Qualifications & Experience:
- Someone who is ready to roll up their sleeves and get stuck in (and help out other departments and teammates!)
- 3 years + experience in Hospitality or equivalent
- 1-2 + years management experience in hospitality or competitive socialising.
- Ability to work flexible hours each week
- WSET Level 2 (desired but not essential)
Benefits:
You’ll have full access to our TOCA Treats, which includes (but is not limited to!):
- Competitive salary
- Complimentary TOCA games!
- Huge discounts on our F&B
- Free meal whilst on shift
- Local retail & hospitality discounts!
- Teammate Assistance Programme with access to free counselling sessions
- Cycle 2 Work Scheme
- Great progression opportunities as we expand!