Events & Hospitality Services Manager
Candidate Information Pack
Contents
Introduction London Metropolitan University The Estate Job description and person specification Working at London Met Application process
Introduction London Metropolitan University is a striving and ambitious institution committed to transforming the lives of its students through excellent education. We are committed to making education available to people from all walks of life, creating and advancing social justice, social mobility and access to opportunity and professions. Our graduates benefit personally, but also contribute to society, culture, public services, and the economy in all areas of London, the UK and around the world. Reporting to the Head of Events, Hospitality and Business Services, the Events and Hospitality Services Manager will have full autonomy of the day-to-day operational management of events and hospitality services for the university. You will develop an integrated service function with customer service at the heart of decisions. You will lead the Team across a multi-faceted events and hospitality venue.You will also lead the commercial hire, retail and catering provision to deliver a modern forward thinking service. This role will be the designated premises supervisor for licensing, and the lead on licensing matters. We are seeking an individual with demonstrable experience of leading customer-focused events and hospitality services across a dynamic and diverse portfolio. You will have extensive experience of leading and managing teams, with a proven track record of implementing transformation to deliver performance improvement. A high level of commercial acumen is vital, with budget management including setting and achieving financial targets being a key aspect of the role.
London Metropolitan University
London Metropolitan University has a rich history with strong educational roots dating back to 1848. The University as it is today was created in 2002 with the merging of London Guildhall University and the University of North London, the first merger between two universities in the UK. Based in one of the world’s most exciting capital cities, London Met is home to a diverse community of inspiring and determined learners, teachers and innovative thinkers. We offer a wide range of courses, from undergraduate and postgraduate degrees to short courses and professional qualifications, many of which are available to study full-time or part-time. We take pride in helping our students reach their goals and succeed in their careers. 96.7% of all London Met graduates are in work or further study within six months (Destinations of Leavers from Higher Education survey 2016–17). All of our undergraduate courses include some form of work-related learning, such as a placement, client project or on-campus work experience, and many courses are accredited by professional bodies.
Our mission To transform lives through the power of education.
Academic vision To be the university of choice, transforming lives for a diverse range of students from London, the UK and around the world.
Our values • Integrity • Excellence • Service • Collaboration and teamwork • Effective citizenship
We had a total of 9,714 UK-based higher education students in 2018–19, of which:
The University’s academic structure is made up of six schools
Guildhall School of Business and Law Offering a dynamic and relevant portfolio of business and law courses.
School of Computin Media Offering qualification creative technologies
School of Social Professions Focusing on employability and developing graduates for the world of work.
School of Social Sc Demonstrating the re science as a tool for change.
ng and Digital
School of Human Sciences Offering a wide range of courses in subjects including science, dietetics, and sport.
ns in subjects from s to electronics.
ciences elevance of social affecting societal
School of Art, Architecture and Design Internationally recognised for high quality teaching, excellent facilities and unique opportunities.
The Estate The university is spread across two teaching campuses totalling 79,599 sqm GIA: one in the heart of Aldgate which houses the School of Art, Design and Architecture ranked 4th in the UK university league tables. The main campus is in Islington which includes the award winning Graduate Centre designed by internationally acclaimed architect Daniel Libeskind. In addition there is the specialist business incubator, the Accelerator, located in Shoreditch and high- ly regarded for its annual Big Ideas Challenge. Innovative teaching spaces In spring 2018 we opened our brand new world-class teaching facility in the Roding Building consisting of 11 high-spec classrooms installed with cutting-edge technology, including a state of the art Ideation room with the world’s largest, interactive, digital whiteboard. There are study commons rooms, a variety of social spaces and accompanying breakout seminar rooms, IT suites and collaboration spaces, across three floors. Specialist facilities We officially opened the University’s Cyber Security Research Centre in September 2018 with a dedicated investment of £500,000. The University also boasts state-of-the art facilities from a brand new UN accredited Translation and Interpretation Suite, a mock courtroom, Bloomberg suite and purpose-built art, design and recording studios. Student Union Opened in 2018, our newly refurbished Harglenis building is a space dedicated to our Students’ union centre providing social and office space with its own student radio studio station, Verve. Library and study space Housed within a refurbished 1960’s glass factory, this facility provides over 9642sqm GIA of formal learning space with a wide range of study spaces and facilities to support student learning. Hospitality and catering The university supports seven catering outlets across all of its campuses including a brand new catering outlet called the Highbury Canteen providing a combination of hot meals and branded coffee shops. This is in addition to the 352 seat licensed Rocket Student Bar and recently refurbished 400 seat Great Hall venue built in 1896 which is used for a wide scope of events such as conferences, exhibitions, trade fairs, award ceremonies, receptions and conventions.
Business Incubation Based in Shoreditch, our specialist business incubator space, Accelerator provides the perfect home for the student enterprise programme which gives London Met’s passionate early stage entrepreneurs a chance to turn their business ideas into viable ventures through a network of advisors and investors, experts and mentors and an active events and initiatives programme. For 15 years Accelerator has been helping their community of tech start ups to grow and scale in the heart of Tech City. World Class teaching laboratories We have spent over £30 million to create one of the largest and most advanced science teaching facilities in Europe. Our Science Centre on Holloway Road is home to an incredible Superlab, which has 280 individual workstations and is one of the largest and most advanced science teaching facilities in Europe. The centre offers exceptional teaching and research facilities, giving our students a cutting-edge experience of learning science.
Job Description
Events & Hospitality Services Manager Job Purpose
To provide pro-active leadership of the Events and Hospitality Services teams, developing an efficient and resilient supply of services to the university community. To ensure that events and all other activities are an integral part of the London Met student journey and that they positively contribute to the aim of providing an exceptional experience to students, staff and visitors; To provide professional advice and expertise to colleagues and the Events and Hospitality Services team in the areas of event management, event programme design, event technical production, venue management, venue hire sales, and licensing. To management the on site catering contractor and the university’s hospitality budget. This role will be the Designated Premises Supervisor for licensing, and the lead on licensing matters. Key areas • Lead the development of an effective marketing and communications strategy to promote the events and services of the department (including the student, public and university events programmes; student and public bar; commercial venue hire; hospitality and catering services); • Develop and improve the management of Hospitality, integrating Hospitality and Events support to ensure a professional, streamlined service focusing on medium to large events (approx. 30-500 guests); • Identify, develop and implement new initiatives and income streams; • Lead the efficient running of the day to day operations of the Front of House Venue team across both campuses. This includes front of house reception services, scheduling and support of internal events, hospitality services, and management of the catering contractor. • Lead the management and development of the Rocket Complex and Bar. • Lead the design and development of engaging event programmes for our students. • Lead and develop the Commercial Hire business of event and filming location hire.
• Lead the Health & Wellbeing team in developing and delivering a programme of classes, and co-ordinating facilities for the Students Union sports teams. • Lead an ongoing programme of stakeholder engagement and identify opportunities to strengthen local community links;
Main duties and responsibilities The postholder will: General: • Review, develop and implement processes and procedures for all of the above areas where appropriate. • Lead the Events & Hospitality teams through a period of changes to working and operational procedures. • Manage the Events & Hospitality Services budgets with responsibility for the trading performance of the commercial income areas of Events & Hospitality. • Setting KPIs for the areas in conjunction with the Head of Events, Hospitality & Business Services. • Ensure all relevant Health & Safety requirements are met and maintained. • Co-ordinate specialist training for the Events & Hospitality teams where required. • Set exemplary standards of customer service and ensure the team have the resources and training to achieve them. • Undertake Duty Management of events as part of a rota, and be responsible for managing this rota. • Line management responsibility for the Marketing, Sales and Engagement Manager; Commercial Hire Manager; Venue Manager; Fitness & Wellbeing Manager; including appraisal, development and objective setting, performance, instruction, guidance and support, grievance and disciplinary procedures, recruitment and induction; • Manage the recruitment and deployment of temporary, agency and casual staff, including students where appropriate, ensuring appropriate induction and instruction; • Develop and manage key internal and external stakeholder relationships, ensuring effective engagement with schools/departments and external suppliers in the planning and organisation of events and other activities; identify opportunities to strengthen local community links; • Negotiate and contract with suppliers of equipment, goods and services, optimising service quality, value for money and commercial returns; • Work collaboratively with other Estates’ teams to ensure the efficient coordination of services including front of house, security, health & safety and facilities services; • Maintain an appropriate understanding and practical application of relevant legislation and regulations including licensing, procurement and health & safety. • Develop and implement planning procedures for the Sports/Wellbeing and Entertainment/Culture programmes;
• Ensure resources are efficiently utilised across the department and orchestrate the movement of the Events Co-ordinators across projects to ensure proper support for the Venue Manager and Events Manager. • Work closely with the Estates Business Services Manager to ensure that the marketing and communication objectives of the Estates Department are met through the proper sharing of the resources of the Marketing, Sales & Engagement Manager. • Work closely with the Head of Events, Hospitality & Business Services to develop long term strategy for the department. • Develop a holistic approach to the provision of our services where catering, social events and fitness and wellbeing come together to provide great on campus experiences for our students, staff and visitors. • Work productively with the Student’s Union to ensure a collaborative approach to supporting their work and ours. • Work flexibly to attend/manage events, as required, across a seven day per week operation. • Work with the Business Services team to receive feedback and actively use it to make improvements to services. Events & Hospitality: • Support the Venue Manager in the creative development of the student event programme, ensuring that it stays within budget whilst providing an engaging, and sector leading, social, cultural and entertainment programme. Support the Events Co-ordinators and Venue Manager in the delivery of the programme. This programme should be a hybrid of online and on campus events with a focus on accessibility for all. • Develop the programming of the events schedule, working closely with the Marketing, Sales & Engagement Manager to ensure that there is a balance between commercial hire, community events, student use, and university events from internal meetings to ticketed conferences and exhibitions, that raise the University profile and are financially self-sufficient. • Liaise with Heads of Schools and other key stakeholders to ensure the internal events management service is fit for purpose and meeting the needs of the university. • Update and develop event management processes and procedures that ensure exemplary management of all events across both campuses. This will include procedures for enquiry, booking contracts, invoicing, confirmation of event details, resource management and procurement, event guest feedback, client feedback, aged debt management etc;
• Support the Venue Manager in leading the technical assessment of the venue and to take us to tender for a technical AV and production supplier for events, ensuring excellent value for our clients and securing maximum investment from the supplier. • Lead on new business development working closely with the Marketing, Sales & Engagement Manager to ensure new clients are acquired and maintained. • Be an active member of the Events industry in London and promote London Met to this arena. • Lead on setting the product, pricing, and marketing strategies working closely with the Venue Manager, Events Manager and Marketing, Sales & Engagement Manager, to create cohesive brand identities for the different event services. • Setting the standard of welcome that our students, staff and visitors should receive and support the Venue Manager, Front of House Manager and Bar & Hospitality Manager in achieving the delivery of this welcome at our receptions, catering outlets, bar and across our events. • Work closely with Estates colleagues in Operations to ensure that the reception service runs smoothly and that customers see one cohesive department across reception, security and other Estates services. • Act as the day to day contract manager for catering & hospitality ensuring that we work closely with our suppliers to provide an excellent service with fresh, healthy catering provided at value for money prices. • Manage the Hospitality budget (catering spend university wide for internal meetings and events) and work with the Head of Events, Hospitality & Business Services to set the criteria for how the budget can be spent and the services that will be delivered. • Support the development of new ways of delivering catering and hospitality services, with the needs of our students and staff in mind, and innovation and technology as key drivers. • Ensure data is collected and actively analysed to allow improvements to the service, and also to prove the positive effect of our services on student and staff satisfaction. • Lead the development of innovative technology solutions within the Events & Hospitality area. Fitness & Wellbeing • Work closely with the Fitness & Wellbeing Manager to develop a hybrid programme of fitness classes both online and on campus. • Develop and present business cases for further development of our Fitness & Wellbeing programme.
• Ensure the Fitness & Wellbeing programme benefits from the resources of the Marketing, Sales & Engagement Manager to ensure a steady rise in engagement with our services. • Ensure data is collected and actively analysed to allow improvements to the service, and also to prove the positive effect of our services on student and staff satisfaction. • Ensure the Fitness & Wellbeing programme and our Gyms foster a welcoming and inclusive environment. • Coach and develop the Fitness & Wellbeing team to deliver a programme they are passionate about and which makes use of their skills and resources. • Work closely with the Student’s Union to ensure our facilities support them in achieving thriving sports societies. • Work closely with community groups and the university widening participation team to support initiatives that actively promote sport to staff, students and our local community. Miscellaneous • Exemplify and promote the values of the University. Have a strong commitment to coaching and developing; working cooperatively with colleagues; valuing the contribution of others and sharing knowledge and expertise. • Undertake other duties of a reasonable nature, as may be determined by the postholder’s supervisor from time to time, in consultation with the postholder. • Carry out all duties in accordance with the University’s Equal Opportunities Policy and other policies designed to protect members of staff or students from harassment. It is the duty of the postholder not to act in a prejudicial or discriminatory manner towards members of staff, students, visitors or members of the public. The postholder should also counteract such practice or behaviour by challenging or reporting it. • Take reasonable care of health and safety of self, other people and resources whilst at work to comply with the University’s Health and Safety Policy, Codes of Practice and local rules. • Co-operate with the line manager or any other person with specific responsibility for health and safety, to enable the University’s responsibilities under the Health and Safety at Work Act to be performed. • This role will be the Designated Premises Supervisor for licensing, and the lead on licensing matters.
Person Specification
Attributes
Relevant Criteria
Essential/ Desirable
Relevant experience Experience of leading customer service excellence Experience of leading a multi-discipline team Experience of working at senior management level Experience of change management Experience of managing a multipurpose venue Event Management experience
E E E E D E E D E E E E E D D D E
Commercial Hire sales and business development experience Experience of developing or managing a programme of events, either arts, entertainment or fitness and wellbeing related. Marketing experience Budget management experience Stakeholder management experience Experience of leading a tender process Experience of managing 3rd party contractors such as caterers and production companies. Experience of implementing innovative technology solutions in an Events or Hospitality context. IOSH or NEBOSSH trained. Event Management Qualification or equivalent experience Personal License Holder (or ability to become one) or passed the BIIAB Level 2 Award (and be willing to apply for a license).
Education and training
General and special knowledge
Knowledge and experience of licensing issues and procedures Knowledge of event management practices
D
Attributes
Relevant Criteria
Essential/ Desirable
Skills and abilities
E E E E E E E E E
Strong line management skills. Strong financial understanding and entrepreneurial flair Innovative with strong commercial acumen. Excellent communication skills; Good negotiating skills and experience; Strong customer service focus Strong financial and budget management skills and experience; Ability to promote and market events and activities Good IT skills with proficient use of Microsoft packages. A strong commitment to: • the University’s values, mission and strategic plan; • a “coaching and developing” approach when dealing with colleagues and students; and • working collegially; valuing the contribution of others and sharing knowledge and expertise.
Special requirements
E
Working at London Met
In addition to the working in an ambitious, dynamic and diverse organisation and a competitive salary level, staff working at the University additionally benefit from: • generous annual leave entitlement • a career salary average pension scheme with up to 18% employer contribution • Local Government Pension Scheme (LGPS) members have the option to pay into shared cost salary sacrifice AVCs • a fee waiver scheme for staff undertaking relevant university courses • free on-site sport and fitness facilities including gymnasium use and classes • access to 24/7 confidential support from our Employee Assistance Programme by phone or a mobile app which includes telephone counselling • free employee eye tests and discounted spectacles through our eye care voucher scheme • interest free season ticket loan (after completing probationary period) • a professional staff development programme • tax efficient salary sacrifice schemes for childcare vouchers, cycles and cycling equipment • employee private healthcare plan through the Simply Health cash plan • access to library facilities • access to below market rate sports injuries treatments • a broad range of formal and informal development opportunities to enhance your career • commitment to lifelong learning.
Equality, Diversity and Inclusion
Championing equity and inclusion lies at the heart of everything we do here at London Metropolitan University.
You can find out more about our values and the action we’re taking by visiting our Centre for Equity and Inclusion and our Equality and Diversity webpages.
Application Process The University is being supported on this recruitment campaign by the search consultancy The Management Recruitment Group (MRG). To arrange a confidential briefing conversation please contact our advisor James Gregory (james.gregory@mrgpeople.co.uk) of MRG on 0203 962 9900. Applications should consist of a comprehensive CV (of not more than 4 pages) and a covering letter (of not more than 2 pages). Applications should be sent to james.gregory@mrgpeople.co.uk The closing date for applications is Sunday 24th October 2021
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