Head of Hospitality

Key Responsibilities

Hospitality Service Delivery

• Lead the delivery of premium and VIP hospitality experiences across all Co-op Live events, ensuring service standards are consistently met or exceeded.
• Oversee the operational execution of hospitality packages, menus and guest experiences across premium areas.
• Ensure service style, flow and guest journey are aligned to brand standards and event profiles.
• Maintain a visible leadership presence during live events, supporting managers and ensuring smooth service delivery.

Leadership & Escalation

• Lead and support the Event Manager and permanent F&B Premium Managers in delivering high-quality hospitality operations.
• Act as the senior escalation point for guest experience, service and operational issues during live events.
• Take ownership of resolving complex or high-impact situations in real time to protect guest satisfaction and brand reputation.
• Set clear expectations for service standards, professionalism and delivery quality across hospitality teams.

Premium Sales & Stakeholder Alignment

• Work closely with Premium Sales and EVSL sales teams to ensure hospitality products and guest experiences are clearly defined and operationally deliverable.
• Translate sales commitments into clear service delivery expectations for operational teams.
• Support pre-event planning and briefings to align hospitality delivery with client requirements and event specifications.
• Build strong working relationships with venue stakeholders, promoters and internal teams.

Commercial & Performance Oversight

• Support the commercial success of premium hospitality areas through strong service execution and guest engagement.
• Monitor performance against agreed KPIs including guest experience, service consistency and delivery standards.
• Identify opportunities to increase spend per head and proactively suggest initiatives that drive revenue and innovation.

Standards, Compliance & Continuous Improvement

• Ensure hospitality service delivery meets food safety, licensing, allergen and health & safety requirements.
• Maintain clear service standards and operational guidelines across hospitality areas.
• Lead post-event debriefs and implement actions to continuously improve service delivery.

Skills, Knowledge & Expertise

Essential

• Proven senior leadership experience within premium hospitality, live events, arenas, stadia, theatres or high-end multi-site environments.
• Experience leading managers and senior operational teams, with accountability for service standards and guest experience delivery.
• Strong background in premium, VIP or high-value guest environments, with a focus on service excellence and consistency.
• Demonstrated ability to act as a senior escalation point during live service, making confident decisions in fast-paced, high-pressure situations.
• Experience working closely with sales, commercial or client-facing teams to deliver hospitality products and guest experiences as promised.
• Excellent communication and stakeholder management skills, with the ability to align multiple teams around shared delivery goals.
• Strong understanding of hospitality service standards, guest journey design and quality assurance.
• High level of personal organisation and attention to detail, with the ability to manage multiple events and priorities simultaneously.
• Resilient, adaptable and calm under pressure, with a visible leadership style.

Desirable

• Experience working within arena, or large-scale hospitality or live entertainment environments.
• Experience delivering hospitality for VIPs, members, corporate clients or premium ticket holders.
• Personal Licence holder.
• Experience working with high-profile stakeholders.
• Understanding of commercial performance within large hospitality/catering environments.