Eastlands Venue Services Limited
Retail / Kiosk Section Manager - Etihad Stadium
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Section Manager
As a Section Manager, you will be responsible for leading a designated area of retail concessions, ensuring exceptional food quality, service standards and operational excellence across multiple kiosks.
About the Role
Working closely with the Head of Retail, Culinary teams, and Retail Team Leaders, you will coach and develop your teams to deliver an outstanding fan experience while maintaining the highest standards of food safety, compliance, and commercial performance.
This is a hands-on leadership role where you'll lead from the front, supporting your teams during busy matchdays and events whilst driving operational efficiency, team engagement, and profitability.
Shift Key Responsibilities
Leadership & Team Management
- Lead, motivate, and support Retail Team Leaders and Kiosk Operators across your allocated section.
- Provide coaching and on-the-job development to maximize team performance.
- Conduct engaging pre-event team briefings and ensure key operational updates are communicated effectively.
- Maintain high standards of appearance, professionalism, and conduct across all team members.
- Address performance or conduct concerns promptly in line with company procedures.
- Support recruitment, onboarding, and training of new team members where required.
Guest Experience
- Deliver an exceptional fan experience by ensuring fast, friendly, and efficient service at every event.
- Monitor service standards across all kiosks and take immediate action to resolve any issues.
- Champion a customer-first culture that consistently exceeds guest expectations.
- Support quality assurance initiatives and continually look for ways to improve service delivery.
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Food & Operational Standards
- Ensure all food is prepared and served to agreed specifications and presentation standards.
- Monitor food quality, availability, and service times throughout each event.
- Maintain excellent product knowledge and ensure all team members understand menu specifications.
- Work closely with Culinary teams to ensure seamless service delivery.
Health, Safety & Compliance
- Ensure all kiosks operate in line with food safety, health & safety, and company compliance procedures.
- Monitor cleaning standards and ensure due diligence records are completed accurately.
- Report maintenance issues, equipment faults, and safety concerns promptly.
- Support investigations into incidents where required and ensure appropriate records are maintained.
Commercial Performance
- Drive sales performance through strong operational leadership and excellent guest service.
- Monitor stock levels, wastage, and inventory accuracy throughout events.
- Ensure all operational paperwork and reporting is completed accurately and on time.
- Identify opportunities to improve efficiency, reduce waste, and maximize profitability.
Communication & Collaboration
- Build strong working relationships with Retail, Culinary, and wider Operations teams.
- Ensure clear communication before, during, and after events.
- Support continuous improvement by sharing feedback and identifying opportunities to enhance operations.
Skills, Knowledge, and Expertise
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Essential
- Previous experience leading teams within a high-volume hospitality, retail, or event environment.
- Strong leadership skills with the ability to motivate, coach, and develop others.
- Excellent communication and interpersonal skills.
- Proven ability to manage multiple priorities in a fast-paced environment.
- Strong understanding of customer service excellence.
- Good knowledge of food safety, health & safety, and compliance standards.
- Experience managing stock, wastage, and operational controls.
- Ability to remain calm under pressure and make effective operational decisions.
- Flexible approach to working evenings, weekends, and event days.
Desirable
- Experience within stadium, arena, or large-scale event catering.
- Previous responsibility for multiple outlets or retail concessions.
- Level 3 Food Safety qualification (or equivalent).
- Experience using EPOS, stock management, and workforce management systems.
- Understanding of KPI reporting and commercial performance metrics.
- Experience supporting recruitment, onboarding, and team development initiatives.
Why Join Us?
- Complimentary Meals During Shifts – Enjoy free or subsidized meals while you work.
- Company Pension Scheme – Secure your future with our competitive pension plan.
- Flexible Scheduling – Work shifts that fit your lifestyle and commitments.
- Partial Uniform Provided – We supply your work attire for convenience and professionalism.
- Inclusive & Diverse Workplace – Be part of a team that values diversity and inclusion.
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