Job details

General Manager

TOCA Social is the world's first dining and entertainment experience with a football twist, and it’s set to change the game! We are ready for global growth with venues already operating in The O2, London and The Bullring, Birmingham. Our next venues open in London, Mexico, and Dallas in 2025!

At TOCA Social, Everybody Plays! Football knowledge is not required, so if you thrive in an energetic and fun environment, you’ll quickly fall in love with our concept!

Job Overview

We are recruiting a General Manager for our Brand New venue opening in Westfield, White City in 2025! As a General Manager, this teammate is responsible for connecting all the dots together in the venue. This leader truly will be the heart and soul of the venue, bringing the team and operations to life. This role is responsible for seamless operations, venue budgets and will work closely with the entire team to oversee the teammate and guest experience. They will be an expert of all venue roles - ready to get stuck in! They will also be a key stakeholder for the support office teams, bringing an entrepreneurial spirit and operational excellence.

Location: TOCA Social, Westfield White City, London, W12 7GF

Reports to: Director of Operations

Role Scope & Responsibilities:

Some of your responsibilities will include:

Recruit, coach and develop a strong team of approximately 70 teammates
Working closely with your venue leaders and the People Team on people initiatives; ensuring teammate morale, engagement and culture is at the forefront of your decision making
Ability to lead a diverse and dynamic team to anticipate and exceed the needs of our Guests
Work closely with our Global Talent & Development Partner to coach and develop Teammates to reach their full potential and growth within TOCA Social
Deliver on business KPIs by driving revenue and managing cost with an ‘Own It’ philosophy at the core
Exceptional ability to communicate fast changing operational needs, whilst bringing people with you
Fostering strong relationships with all teammates, support team and guests
Ability to resolve service issues with grace and empathy, focussed on always finding the best outcome for our guests
Provide a safe and high quality working environment for our teammates and our 300,000+ annual guests
Growing teammate engagement within your venue and connecting with other venues
Ensuring guests receive outstanding service quality and hospitality standards to exceed guest experiences
Being the ‘go-to’ for teammate support whenever on shift
Managing Teammates with excellent communication skills (written & verbal) and embracing Teammate and guest differences
Creating a ‘Greatest Of All Time’ team culture and empowering Teammates to surpass Guest expectations
Working with leaders to ensure accurate scheduling of Teammate whilst anticipating seasonal labour changes
Leading from the front to create a best in class Guest experience and supporting Teammates in following consistent Steps of Service
Ensuring training and compliance within health and safety and food and drink guidelines including Food Safety and Allergy Process
Having a presence on the venue floor, being visible for guests and teammates at all times, ready to step in whenever needed whilst having a warm and friendly disposition.
Completing preventative maintenance checks, including daily walk-throughs to inspect and escalate improvements
Ability to resolve issues with grace and empathy, focussed on always finding the best outcome for all guests

Qualifications & Experience:

5+ years experience at GM level in a Hospitality or similar industry
An individual with a proven record of leading and managing a large team, including a leadership team
A proven track record of delivering against key KPIs
A people-focussed leader who is naturally empathetic with a strong emotional intelligence
A punctual and reliable individual with a great attitude and work ethic!
A quick learner with the ability to work under pressure in a fast paced environment
Passionate about delivering top quality experiences with a teammate and guest-first attitude
A willingness and desire to make people happy and deliver genuine and memorable experiences
Someone who is ready to roll up their sleeves and get stuck in (and help out other departments and teammates!)
Ability to work flexible hours each week
Personal Licence
Food Safety Level 3
WSET Level 2 (desired but not essential)
First Aid and Fire Marshall training (desired but not essential)