Operations Manager

Job Details

About Us
ETM Group is one of London's leading hospitality groups, operating an award-winning collection of premium restaurants, bars and venues. We are proud to partner with luxury brands to deliver exceptional guest experiences in some of the capital's most prestigious locations.

We are now looking for an exceptional Operations Manager to lead our luxury concessions within the Montcalm Collection , setting and maintaining true 5-star standards across a portfolio of high-end venues.

The Role

Reporting to the Operations Director , you will be responsible for the operational leadership and commercial performance of multiple luxury hospitality venues. This is a highly visible, hands-on role where you will drive standards, inspire senior teams and ensure every guest experience reflects the premium environment in which we operate.

You will be a key ambassador for both the ETM and Montcalm brands, embedding a culture of excellence, accountability and continuous improvement across your portfolio.

Key Responsibilities

Leadership & People Development

• Ensure exceptional service, proactively address concerns, and implement strategies to boost guest satisfaction
• Recruit, train, mentor, schedule, and motivate a high-performing F&B team, fostering teamwork and employee development
• Provide inspirational, senior leadership across Front and Back of House teams
• Recruit, develop and mentor management teams to deliver consistent 5-star performance
• Drive structured training, succession planning and career development pipelines
• Conduct regular 1:1s, appraisals and business reviews to align people and commercial outcomes

Operational Excellence

• Set and maintain uncompromising service, food and beverage standards
• Deliver exceptional guest care, proactively managing service recovery when required
• Carry out regular planned and unannounced operational audits across sites
• Ensure full compliance across Food Safety, Health & Safety and brand standards

Commercial Performance

• Own the delivery of budgeted profit, margins and KPIs across your venues
• Control wage, food and beverage costs through strong forecasting and operational discipline
• Maximise revenue opportunities and spend-per-head while protecting the luxury guest experience
• Maintain rigorous controls around cash handling, stock and security procedures

About You

You will be a highly credible hospitality leader with experience managing multiple premium or luxury venues . You will be commercially astute, operationally obsessive about standards, and able to inspire and influence senior management teams.

You will bring:

• A proven track record in multi-site luxury hospitality management
• Strong leadership presence and communication skills
• A balance of strategic thinking and hands-on operational leadership
• Exceptional attention to detail in hygiene, safety and presentation
• Flexibility to work evenings and weekends as required

Why Join ETM Group?

At ETM Group, we invest in our people and create environments where high performers thrive. In return, we offer:

• Competitive salary and performance-related bonus
• Training and structured career development
• A chance to work with world-class luxury brands
• Supportive, ambitious and people-focused culture
• 50% discount at any ETM Group Venue, for you and up to 5 friends.
• Your birthday lunch in one of our venues is on us.
• Free counselling, legal advice, and access to hardship grants through our 24/7 employee helpline
• Membership of Wagestream, which allows you to access up to 40% of your earnings between pay dates.
• An extra day of holiday added to your allowance each year you're with us, up to 5 extra days (this is after 2 years service).
• Company health insurance for dental treatment, eye tests and more.

ETM are proud to be an equal opportunity employer who seek to recruit and retain the most talented individuals from a variety of backgrounds, skills and perspectives.

Why not check us out on social media? Search @ETMCollectionldn and @Sport_ldn on Facebook, Instagram or LinkedIn and find out what it's like to work with us.