Factory International
Hospitality General Manager
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Hospitality General Manager
The Hospitality General Manager will lead the operational delivery and commercial performance of hospitality across Factory International, creating an environment where great people can do their best work and guests receive exceptional experiences.
This role will build a culture of ownership, accountability, and continuous improvement, empowering managers and teams to make informed decisions, solve problems, and contribute to the success of the operation.
The Hospitality General Manager will be supported with the autonomy, senior leadership partnership, and organizational commitment needed to shape the future of hospitality across one of the UK's most ambitious cultural venues.
Hospitality General Manager RESPONSIBILITIES
Operational leadership
The Hospitality General Manager will:
- Create clarity, alignment, and shared purpose across all hospitality operations.
- Lead from the front during live events and venue activity, remaining visible, approachable, and solutions-focused.
- Foster a culture where managers take ownership of outcomes and work collaboratively across teams to achieve them.
- Encourage learning, reflection, and continuous improvement following both successes and challenges.
Factory International will:
- Trust you to make operational decisions that support guest experience, team wellbeing, and commercial success.
- Involve you in wider venue and organizational planning, ensuring hospitality has a strong voice at the table.
Commercial performance
The Hospitality General Manager will:
- Take ownership of hospitality profitability and support managers to understand how their decisions contribute to commercial success.
- Use data, insight, and forecasting to inform decisions and drive continuous improvement.
- Promote commercial awareness at all levels, helping teams understand the impact they have on revenue, costs, and guest satisfaction.
- Celebrate high performance and recognize contributions that deliver positive results.
Factory International will:
- Provide access to the information, tools, and support needed to make informed commercial decisions.
- Encourage innovation and calculated risk-taking where it contributes to better outcomes.
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Team leadership and accountability
The Hospitality General Manager will:
- Develop a culture where people feel trusted, respected, and accountable.
- Coach and support managers to lead with confidence, consistency, and empathy.
- Create an environment where feedback is welcomed, performance conversations are constructive, and success is recognized.
- Build high-performing teams that embrace collaboration, inclusivity, and shared responsibility.
Factory International will:
- Invest in leadership development and support your growth as a senior leader.
- Encourage open communication, challenge, and participation across all levels of the organization.
Workforce and Pipeline
The Hospitality General Manager will:
- Build sustainable talent pipelines and create opportunities for people to develop and progress.
- Champion training, mentoring, and knowledge-sharing across the team.
- Support innovative approaches to workforce planning and multi-skilled working.
- Help create pathways into hospitality careers through partnerships with Factory Academy and other initiatives.
Factory International will:
- Support your efforts to develop talent and invest in workforce capability for the long term.
- Promote a learning culture where development is valued and encouraged.
Customer experience and standards
The Hospitality General Manager will:
- Champion a guest-first mindset across all hospitality operations.
- Empower teams to resolve issues, take ownership, and deliver memorable experiences.
- Promote accessibility, inclusion, and consistency in every aspect of the guest journey.
- Use guest feedback and operational insight to drive improvements.
Factory International will:
- Share responsibility for creating an exceptional guest experience across the organization.
- Support innovation and continuous improvement in service delivery.
Strategic development
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Drive improvements in operating model so that efficiency, flexibility, and capability increase over time.
Support the development of hybrid roles so that resource is used more effectively across guest touchpoints.
Leadership Expectations: What success will look like
The Hospitality General Manager will:
- Demonstrate visible leadership and personal accountability.
- Foster trust through openness, consistency, and integrity.
- Encourage participation and seek diverse perspectives before making decisions.
- Take ownership of challenges while enabling others to own solutions.
- Balance commercial performance with people development and guest experience.
- Lead change positively and help others navigate uncertainty with confidence.
Factory International will:
- Create an environment where leadership is supported, not isolated.
- Value collaboration over hierarchy and contribution over status.
- Recognize achievement, learning, and innovation.
PERSON SPECIFICATION
ESSENTIAL
- Experience managing hospitality operations with multi-million pound turnover.
- Experience leading teams of 100+ employees.
- Significant senior leadership experience in hospitality, events, or similar operational environments.
- Proven experience delivering profit through operational control.
- Experience leading managers and large, diverse teams.
- Strong commercial awareness and ability to use data to inform decisions.
- Ability to operate effectively in fast-paced, live environments.
- Commitment to championing representation and inclusion at every level of the organization with a proven ability to work with people from a wide range of backgrounds.
- Willing to complete relevant statutory checks e.g. DBS (Factory International can support with processing and payment).
DESIRABLE
- Experience working in complex, multi-use venues.
- Experience building workforce pipelines or training pathways.
- Interest in developing multi-skilled teams and hybrid roles.
- Enthusiasm for training, mentoring, and support of emerging talent.
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