Operational Support Manager - Herts

Our Support Centre is in Hemel Hempstead Herts we operate a hybrid working model and have 700 amazing team members across our support centre.

1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBR

Job Details

F&B Operational Support Manager
Field Based 
Competitive Annual Salary, Car Allowance, Bonus & Benefits 

Haven are seeking an exceptional F&B Operational Support Manager to join our Central Operations - Retail Support Function at Haven. In this role, you will be responsible for providing tailored support, challenge and effective guidance to F&B park leaders at designated Haven Parks. Your primary objective will be to assist in executing the F&B strategy, ensuring the highest level of guest satisfaction is achieved at an optimal cost.

Key responsibilities include delivering quality guidance and overseeing brand standards across all Haven operations and current Franchise partners to ensure consistent compliance. Collaborating with Park Heads of F&B, you will provide brand knowledge, operational excellence, and support to F&B Team Managers responsible for Haven own brands and Franchise businesses within our portfolio.

As a specialist in approved Haven & Franchise systems, you will empower park leaders to meet performance expectations outlined in the Balanced Scorecard. Additionally, you will continuously evaluate business risk through consistent park business development visits, assisting F&B park leadership teams in self-help and improvement initiatives as necessary.

Your Opportunity: 
To learn, develop and become an expert in a key area of the business by: 
- Facilitating effective communication and problem-solving to support F&B strategy implementation by park leadership teams.
- Acting as a brand ambassador for F&B, ensuring consistent operating standards and excellence.
- Supporting park teams in implementing pre and post-park opening plans, including safe operating systems for both Franchise and own brands.
- Training and briefing F&B SOPs for sustained high performance and coaches park F&B leadership on team member pars and forecasts.
- Collaborating with central F&B team to implement strategy effectively
- Working closely with F&B park departments to ensure guest satisfaction and cost optimisation, supporting park leaders in meeting performance expectations.
- Supporting new build handover and performance expectations with New Openings Managers.
- Serving as subject matter expert for operational systems and efficiencies.
- Supporting revenue generation without compromising brand standards.
- Conducting self-audits and identifies improvement opportunities, facilitating action plans
- Communicating operational F&B park updates and provides training based on balanced scorecard data.
- Reviewing F&B performance and sharing best practices for continuous improvement.
- Promoting a focus on safe guest experiences and cost efficiency.
- Acting as a subject matter expert for each Franchise Brand within Haven Parks
- Championing Franchise volume improvements and ensures brand standards and safety protocols are followed.
- Serving as conduit between Parks and Brands, managing weekly communications and assisting in menu launches and sales campaigns.

What we'd like you to bring: 
- Experienced in F&B at a multi-site level
- Strong written and oral communication skills, including effective presentation abilities.
- Capable of balancing guest, team, and stakeholder needs.
- Proficient in coaching, numeracy, and analytical thinking.
- Strategic and progressive thinker with critical decision-making abilities.
- Excellent organisational and time management skills.
- Skilled in multitasking and effective margin management.
- Holds Level 3 Food Safety certification.
- Proficient in Word, Excel, and PowerPoint applications.
- Comprehensive understanding of P&L management.
- Familiarisation with Franchise systems would be preferred
- Experienced in team management, situational leadership, and change management.
- Familiarity with finance systems like Clic and Tableau

What's In It For You? 
- Holiday allowance that rises with service, plus a 'Holiday Buy Scheme'
- Annual bonus
- 20% discount on both Haven and Warner Hotels holiday for you, family and friends
- Comprehensive wellbeing support
- Access to the Bourne Leisure corporate box at the O2 Arena ,London
- Exclusive discounts with corporate partners
- Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees
- Enhanced family friendly policies and pay (eligibility criteria applied)
 
Who are we? 
We're part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead. 
 
What's it like to work with us? 
Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves. 
We operate a hybrid working model, meaning 50% of your working week will be spent at the office, occasionally on Park, or at external events. 
 
What can you expect during the recruitment process? 
The interview process will be up to 3 stages and may contain a presentation or skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know.  

Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share. 

We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at resourcingteam@bourne-leisure.co.uk.