WHSmith
Hospitality Manager - Field Based
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Hospitality Manager
PLEASE NOTE: As part of our organisational changes, our ongoing structure and roles continue to be reviewed. While this role is being advertised, circumstances may change and the role could be withdrawn/amended.
At WHSmith Europe our people are at the heart of everything we do. They are the ones that go the extra mile for our customers, the ones that enable our growth. That’s why our Hospitality team is passionate about delivering operational excellence across our own-brand and franchise hospitality estate. As Hospitality Manager, you will lead the operating model, governance and operational performance of our hospitality propositions, ensuring they are commercially viable, compliant and deliver an exceptional customer experience.
What you will be doing:
- Owning and continually developing the WHSmith Europe hospitality operating model, governance framework, SOPs and due diligence, ensuring standards are scalable, compliant and consistently embedded.
- Driving operational and commercial performance across own-brand and franchise hospitality, using sales, labour, cost, shrink, audit and customer insight to target improvement.
- Leading operational relationships with franchise partners including M&S, Costa and Greggs, supporting delivery of agreed KPIs, compliance standards and structured recovery plans where required.
- Leading operational readiness for new openings, conversions, proposition launches and business change, ensuring new initiatives are operationally viable and embedded successfully.
- Leading and developing the Hospitality Operational Excellence team, deploying coaching, assurance, capability development and field support to strengthen execution across the estate.
- Partnering across Operations, Commercial, Food, Procurement, Property, Finance, Supply Chain, People and Risk to influence decisions and deliver sustainable hospitality outcomes.
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What we are looking for:
- Strong hospitality operations experience, ideally across multi-site, franchise or branded food and beverage environments.
- Demonstrable experience of improving operational standards and commercial performance through effective governance, coaching and performance insight.
- Strong understanding of food safety, health & safety, operational compliance and due-diligence requirements.
- Proven stakeholder and partner management skills, with the credibility to influence across functions and with external franchise partners.
- Commercially aware and data-led, able to translate performance insight into practical operational actions and measurable improvement.
- An inclusive, customer-focused leader who builds capability, creates accountability, collaborates effectively and drives continuous improvement.
How we reward our teams:
- Hybrid Working Model from home and in the office
- 4pm Friday Finish
- Flexible Working
- 25 Days holiday, plus your Birthday off, plus Bank Holidays with an opportunity to buy extra days holiday
- Family Friendly Leave
- Company Pension scheme
- Annual Bonus based on company and personal performance
- Competitive Salary and Car Allowance
- Private Medical
- Cycle to work scheme
- Staff Discount Card for Travel Stores
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About us:
Celebrating 230 years, we’re proud to have grown into a globally recognised brand present in over 30 countries, the air of familiarity people love and trust on their journey. As a diverse group of over 6,000 colleagues, we’re all on the same journey to a better business through our commitments to our planet, people and the communities we serve.
For WHSmith Europe, our mission is simple, to create value for our stakeholders by providing a platform for global brands across airports, hospitals, rail stations and other markets. The Hospitality team supports own-brand and franchise propositions across the estate, working closely with partners including M&S, Costa and Greggs.
We’re all about creating an inclusive and welcoming workplace where everyone can be themselves and do their best. No matter your background, age, disability, gender, gender expression, gender identity, race or ethnicity, marital status, religion, sex, sexual orientation or anything else that makes you, you—you’re welcome here.
We’re also open to flexible working where possible, so if that’s something you need, let’s chat. And if you need any adjustments during the selection process, just let our Talent Acquisition team know—we’re happy to help!
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