Concessions Services Manager

• Deliver a consistent, high-quality guest experience across all concession restaurants
• Ensure concession partners meet Selfridges service standards
• Maintain a visible presence on the restaurant floor
• Monitor guest feedback and identify improvement opportunities
• Resolve guest issues and manage service escalations
• Support partners in improving guest satisfaction
• Oversee day-to-day restaurant operations and ensure governance standards are met
• Monitor operational performance across concession restaurants
• Ensure compliance with Selfridges policies and operational standards
• Coordinate duty management coverage when required
• Support store approval processes for concessions
• Identify and manage operational risks
• Build strong relationships with concession partners and internal teams
• Act as the main operational contact for restaurant partners
• Maintain alignment with Selfridges service standards
• Collaborate with Marketing, PR, Digital, and Store Operations teams
• Support marketing campaigns and promotional activity
• Assist with website and digital updates for concession restaurants
• Respond effectively to operational challenges and changing business needs
• Provide operational support during peak periods and key events
• Support concession partners with operational or service issues
• Coordinate operational coverage where needed
• Identify opportunities to improve processes and efficiency
• Support concession partners in delivering strong operational and trading performance
• Monitor service standards and operational performance
• Identify opportunities to enhance efficiency and guest experience
• Support promotional activity and trading initiatives
• Ensure alignment with wider store trading strategies
• Ensure all concession partners operate safely and in line with regulations
• Monitor compliance with Food Safety, Health & Safety, and Fire Safety requirements
• Support audits and ensure corrective actions are implemented
• Maintain governance standards across restaurant operations
• Support service standards and operational capability across concession teams
• Encourage strong service and operational practices
• Support training and capability development where required
• Coach Duty Managers to deliver consistent service standards

• A natural leader who enjoys motivating, supporting, and developing teams to achieve great results
• Strong knowledge of restaurant operations, with curiosity and enthusiasm for the hospitality industry
• A hands-on, flexible manager who takes ownership and approaches the department with a business mindset
• Passionate about delivering world-class service and guest experience
• Confident building genuine connections with customers while creating an enjoyable and engaging environment
• Professional and composed, with the ability to manage challenging situations calmly and diplomatically
• An effective communicator with a clear understanding of restaurant operations
• Positive, proactive, and willing to go above and beyond to support both customers and colleagues

Competitive plus benefits