MCC: Operations Executive – Restaurants & Debentures (Deadline – Sep 15)

https://ce0925li.webitrent.com/ce0925li_webrecruitment/wrd/run/ETREC179GF.open?WVID=9470890Rv1

Department: Catering
Reporting to: Premium Operations Manager
Contract: Permanent

DIMENSIONS OF ROLE
Normal working hours will be 5 shifts of 9 hours rostered between Monday to Sunday, including one-hour unpaid lunch on each day worked; making a total of 40 working hours per week.

KEY PURPOSE OF ROLE
To lead and coordinate the operational delivery of MCC Members', General Public and Debenture Holder restaurant experiences, ensuring exceptional customer service, efficient reservation management, seamless match-day execution, and continuous improvement across all restaurant offerings.

The role is responsible for supporting the development, administration and promotion of restaurant operations while maintaining high standards of service, communication, compliance and stakeholder engagement.

KEY TASKS AND ACCOUNTABILITIES

• Lead and coordinate restaurant operations for Members, Debenture Holders and the General Public, ensuring smooth and efficient delivery.
• Establish and maintain service delivery standards across all restaurants, ensuring consistency in execution and customer experience.
• Develop and maintain an in-depth knowledge of all MCC restaurant offerings across the Ground.
• Continually seek opportunities to improve, innovate and enhance the customer experience across restaurants, suites and hospitality experiences.
• Manage and administer restaurant ballot and reservation systems across all applicable dining facilities.
• Coordinate match-day preparations including table plans, guest check-in lists, menu coordination, function sheets, SOPs and stakeholder communications.
• Develop dining packages and support the promotion and growth of restaurant sales across T20, County Championship, The Hundred and other fixtures.
• Prepare and manage restaurant collateral, ensuring all printed materials are produced and distributed within agreed timelines.
• Lead the preparation and distribution of managers' match-day packs and deliver operational briefings where required.
• Recruit, develop and manage relationships with Floor Managers and service teams, acting as the primary link between planning, operational delivery and post-match reviews.
• Forecasting restaurant staffing requirements by match, venue and cover levels.
• Develop, coordinate and deliver training programmes for match-day teams, including restaurant SOPs and health and safety procedures.
• Manage menu briefing processes and support allergen management across all restaurant facilities.
• Maintain responsibility for restaurant content on the Lord's website, ensuring information remains accurate, up-to-date and customer focused.
• Produce pre-match reporting and provide regular updates on booking numbers and operational performance to key internal stakeholders.
• Maintain a visible operational presence during set-up and match days and breakdown procedures, conducting regular inspections to ensure operational readiness, presentation standards, health and safety compliance requirements and customer experience expectations are achieved.
• Oversee customer feedback processes, including post-dining surveys, and lead post-match reviews and analysis.
• Monitor and report maintenance issues, liaising with appropriate departments to ensure timely resolution.
• Support the Premium Operations Manager with budget planning, reporting and end-of-season reviews.
• Build and maintain relationships with key clients and stakeholders.
• Assist with restaurant-related enquiries from members, debenture holders and the general public via telephone and email.
• Develop and support out-of-season restaurant offerings and initiatives.
• Undertake additional administrative duties to support the wider hospitality and operations teams.
• Support the Events & Experiences Operations Team during busy periods post Cricket season.

This job profile is not an exhaustive or definitive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks and duties of the jobholder might differ from those outlined in the job profile and duties might be amended as the job evolves in light of the needs of the business and/or at the discretion of management.

VARIATIONS OF JOB RELATING TO MAJOR MATCHES

• Attendance at all major match-days, including weekends, as required.
• Any other duties, whether in the Department or elsewhere around the Ground, as required.

VALUES & BEHAVIOURS

SMART
We use our knowledge and expertise to ensure that everything we do looks, sounds and feels high quality

ATTENTIVE
We are open and welcoming to all, always paying close attention to people’s needs

ORIGINAL
We are proud of our history and constantly seek to evolve and innovate

TOGETHER
Like players, we help each other to achieve our collective goals and be our personal best

PERSON SPECIFICATIONS – SKILLS, EXPERIENCE AND QUALIFICATIONS

• Previous experience in hospitality, catering, premium events or venue operations.
• Passion for delivering exceptional customer experiences.
• Strong organisational and administrative skills with excellent attention to detail.
• Experience managing bookings, reservations or customer-facing operational systems.
• Excellent verbal and written communication skills.
• Strong stakeholder management and relationship-building abilities.
• Ability to work effectively under pressure in a fast-paced event environment.
• Confident coordinating multiple priorities and meeting deadlines.
• Experience preparing operational reports and analysing customer feedback.
• Good knowledge of Microsoft Office applications and database systems.
• Understanding of health and safety, food safety and allergen management principles.
• Flexible approach to working hours, including evenings, weekends and major event days.