Concessions Services Manager
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Concessions Services Manager
Job Introduction
Role Purpose
The Concession Services Manager is responsible for delivering operational excellence, service standards, and strong concession partner relationships across Selfridges restaurant concessions. The role focuses on day-to-day operational leadership (BAU), ensuring concession partners operate in line with Selfridges service standards, governance requirements, and guest experience expectations. The role provides operational oversight, supports concession partners in service delivery and performance improvement, coordinates duty management cover, and works collaboratively with internal teams including Marketing, PR, Digital, and Compliance to ensure concession restaurants are fully aligned with the Selfridges brand and business strategy.
This is a site-based operational role requiring a strong on-floor presence.
Key Responsibilities
Deliver exceptional hospitality and ensure a consistent, high-quality guest experience across all concession restaurant operations.
• Ensure concession partners deliver service standards aligned with the Selfridges brand
• Maintain a visible presence on the restaurant floor to support teams and champion service excellence
• Monitor guest feedback, reviews, and service metrics to identify improvement opportunities
• Lead resolution of guest issues and service escalations where required
• Work with concession partners to implement improvements that enhance guest satisfaction
Take accountability for the operational performance and service governance of concession restaurant operations.
• Oversee the day-to-day operational performance of concession restaurants
• Ensure partners comply with Selfridges operational policies and standards
• Coordinate duty management coverage across restaurant operations when required
• Support store approval processes and ensure concessions operate in line with operational requirements
• Monitor operational risks and ensure appropriate action plans are implemented
Build strong partnerships with concession operators and internal teams to support successful restaurant operations.
• Act as the primary operational contact for concession restaurant partners
• Maintain strong working relationships with partners to ensure alignment with Selfridges standards
• Work closely with Marketing, PR, Digital, and Store Operations teams
• Support the execution of marketing campaigns and promotional activity across concession restaurants
• Assist with website updates and digital presence for concession restaurant partners
Respond effectively to operational challenges and adapt quickly to changing business needs.
• Provide operational support during peak trading periods and key events
• Ensure flexibility in coordinating duty management and operational coverage
• Support concession partners in resolving operational issues and service challenges
• Identify opportunities to improve processes and operational efficiency
Support concession partners to drive strong operational performance and contribute to the commercial success of restaurant operations.
• Monitor operational performance and service standards across concession restaurants
• Identify opportunities to improve operational efficiency and guest experience
• Support concession partners in delivering successful promotional and trading activity
• Ensure operational alignment with wider store trading strategies
Ensure concession partners operate safely and in compliance with all regulatory and Selfridges requirements.
• Monitor compliance with Food Safety, Health & Safety, and Fire Safety regulations
• Ensure concession partners maintain appropriate operational standards
• Support audit processes and ensure corrective actions are implemented
• Maintain governance standards across concession restaurant operations
Support operational capability across concession teams.
• Encourage strong service and operational standards across concession partners
• Support training and capability development where required
• Coach Duty Managers in delivering consistent service standards
Role Location & Working Pattern
This is a site-based operational role requiring regular presence across Selfridges restaurant locations. The role requires flexibility to support trading peaks and operational demands.
About you
• You'll be a natural leader who takes great pride in leading and mentoring a team to
achieve great success.
• You'll know restaurants inside and out, with a keen curiosity to discover and explore
more about the industry to share with others.
• You'll have a hands-on approach and a flexible management style where you'll treat your
department as if it were your own business.
• As a part of our team in restaurants, you'll demonstrate a keen interest in delivering the
world-class standards and customer experience that we are renowned for.
• You'll always look to genuinely connect with customers, and you'll have a good time doing
it too (there's no fun like work after all, as Harry Gordon Selfridge once said!)
• You'll be super professional, with the ability to handle tricky situations in a calm,
diplomatic way.
• Your communication skills will be strong and effective, and you'll display a confident
understanding of restaurant operations.
• A positive, can-do attitude is what we love here, and you'll always be prepared to go
above and beyond for our customers.
This job is a brilliant opportunity to surround yourself by a diverse team, with experience across an array of
catering and hospitality disciplines from which you can learn a great deal. It doesn't just stop at Restaurants
either - we have lots of opportunities to get involved and collaborate on projects and in communities internally, so
no two days will ever be the same. As Harry Gordon Selfridge once said, 'There's no fun like work!'
Selfridges