Deputy General Manager - Westfield, London

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

As a Deputy General Manager, this role will work hand in hand with the General Manager to connect all the dots together in the venue. This Leader will be key to bringing the team and operations to life. The Deputy General Manager will be responsible for seamless operations by working 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!

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

Reports to: General Manager

Role Scope & Responsibilities:

• 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
• 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

Qualifications & Experience:

• 3+ years experience at AGM/DGM level, or small site GM experience, 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
• WSET Level 2 (desired but not essential)
• Food Safety Level 3
• First Aid & Fire Marshall(desired but not essential)

Benefits:

You'll have full access to our TOCA Treats, which includes (but is not limited to!):

• Competitive salary and bonus scheme
• Complimentary TOCA games!
• Huge discounts on our F&B
• Free meal whilst on shift
• Local retail & hospitality discounts!
• Teammate Assistance Programme with access to free counselling sessions
• Great progression opportunities as we expand!