MatchDay-Hospitality-Room-Manager

Job Title:

Match Day Hospitality Room Manager (Casual)

Reports to:

Hospitality Pinch Point

Location:

Old Trafford Stadium Complex

Department:

Catering

Salary:

Club & department mission

At Manchester United, we believe that excellence on the pitch starts with excellence off the pitch. Our team thrives in a high-performance environment, united by a shared passion for success. We aim to elevate the standard of performance through collaboration and continuous growth, creating a space where everyone can contribute their best to our common goals

We work together at our iconic Manchester United offices, enabling connection and innovation as we look ahead to what we can achieve as a global football club. We are excited to bring in passionate people who share our vision and drive for success.

Role purpose

As a Match Day Hospitality Room Manager, you will play a pivotal role in delivering exceptional hospitality experiences to guests at the Theatre of Dreams. Working within a dynamic and fast-paced environment, you will oversee the operations of designated hospitality rooms, ensuring high service standards and guest satisfaction. 

Key Responsibilities

• Manage and coordinate all aspects of hospitality operations within a designated suite, including pre-match preparations, service delivery during matches, and post-match clean-up.
• Lead and motivate a team of hospitality staff, providing clear direction and support to ensure seamless service delivery.
• Conduct pre-match briefings and training sessions for staff, ensuring they are well-equipped to deliver high-quality service and adhere to standards.
• Ensure compliance with health and safety regulations, as well as stadium and club policies, at all times.
• Ensuring your area is immaculately presented and fully stocked with necessary supplies.
• Provide a warm welcome and exceptional service to guests, anticipating their needs and ensuring a memorable experience.
• Handle guest inquiries, requests, and concerns promptly and professionally, resolving any issues to their satisfaction
• Maintain a visible presence within hospitality areas, engage with guests to gather feedback and ensure their comfort and enjoyment.
• Monitor staff performance during matches, providing coaching and feedback as necessary to maintain service excellence.
• Liase closely with other departments, including catering, operations, and sales, to coordinate hospitality arrangements and address any issues or special requests
• Communicate effectively with hospitality staff and management to ensure smooth operations and a cohesive team approach.
• Respond promptly to any service disruptions or guest concerns, adapting quickly to maintain high quality service.
• Oversee post-match clean up, ensure all equipment is accounted for and support in completing any required paperwork or handovers.

Skills and experience

• Previous managerial experience in high-end hospitality or events operations, ideally within a large venue setting.
• Strong knowledge of Food and Drinks service.
• Ability to remain calm under pressure.
• Strong communication and leadership skills.
• Strong organisational skills.
• Strong minded character with the ability to deal with difficult situations and respond to them effectively.
• Attention to detail.
• Positive can-do attitude.
• Flexibility to work irregular hours, including evenings, weekends, and public holidays, specifically on match days.

At Manchester United, we recognise that our people are at the heart of our success. That’s why we offer a range of rewards designed to support your professional and personal well-being:

• 20% Discount at the Megastore
• 20% Discount at the Museum & Tours
• Free Parking
• Accrue Holiday Pay

Safeguarding statement & diversity commitment

Manchester United Limited is an Equal Opportunities Employer committed to safeguarding children and adults at risk. This role requires a Disclosure and Barring Service check. We believe in the strength of a diverse and inclusive environment, welcoming applicants from all backgrounds. Diversity, equity, and inclusion are central to our recruitment strategy.