Lead the Conference and Events Operations Team in UoG Commercial Ltd and ensure delivery of a high-quality (4/5-star equivalent) professional service. This includes handling the processing of all financial systems including the EPOS till system, Saffron stock control system, and all cash handling procedures along with accountability for financial performance.
Main Duties and Responsibilities
Lead a team that delivers a seamless and personalised service experience that understands and exceeds the customer’s expectations while supporting the delivery of profit growth.
Develop and lead the team to execute the UoG Commercial Ltd food and drink offer to agree presentation standards.
Confidently and competently uses the tools, technology, systems and processes to drive sales and deliver great service to customers.
Lead and develop the UoG Commercial Ltd Catering team through active use of performance management, training and development.
This will be achieved by using effective leadership styles and coaching to get the best performance from the other leaders reporting into this role.
Lead, guide, and resolve any conflicts and opportunities for relationship building within the department and wider team.
Escalate and seek guidance from Senior Management to resolve longer-term challenges.
Lead a team to be fully competent and compliant with the legislative processes and operating procedures required in their function. This involves ensuring that food safety, health & safety procedures are always adhered to.
Lead the delivery of a high-end service in relation to conference and events with specific attention to detail to service that not only meets but exceeds a 5-star product to showcase the University of Glasgow as a ‘World Class’s Venue.
Implement measures that ensures service standards and delivery are consistent such as ‘Hospitality Assured’ or similar standard through conference & events operations.
Lead a team that is commercially aware and can react to external trends and competitor activity as appropriate and champions continuous improvement to drive efficiency and productivity Inspire and nurture a team and empower individuals to take responsibility for their own development.
Work collaboratively to create a solid working relationship with the Operations Manager and the University of Glasgow’s Director of Catering & Events.
This will involve work in the preparation of financial reports including budgeting and forecasts on systems, services, and performance, including analysis, interpretation, and recommendations for action to help maximize sales and manage costs along with improving customer service and service standards.
This will include effective sharing of trends and information from audits/observations and communicating this to the Leadership Team.
Contribute to policy setting and service improvement discussions by working with customers and other services as appropriate to review and develop the service.
Support and provide specialist knowledge and information in relation to operational and service quality standards and service methods to the Catering & Events and Commercial Services.
Knowledge, Qualifications, Skills, and Experience
A1 Degree in Hospitality Management or experience of personal development in a similar role, or an ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills through personal development and progression.
A2 Food Safety Level 3 Food Safety Level 4 (If not held, requirement to attain within 3 months).
C1 Strong leadership skills with a high degree of emotional intelligence and the ability to inspire and empower others to drive change.
C2 Ability to ‘set the standard in providing outstanding customer service.
C3 Strong and confident and adaptive communicator with excellent influencing and interpersonal skills, adjusting style to suit different people or situations.
C4 Strategic thinker and driver of change.
C5 Excellent organisational, analytical and problems-solving capability.
C6 Strong negotiation skills and the ability to mediate challenging situations.
C7 Good attention to detail with proven ability to manage own workload, including prioritisation and simultaneous deadlines.
E1 Proven experience of leading a team in a busy customer facing environment with the ability to motivate, fostering, engagement and achieve set objectives.
E2 Proven experience in a food production/ food service environment.
E3 Proven experience in a customer facing selling or service environment.
E4 Experience of dealing with customer, enquiries and feedback.
E5 Experience of budget management and financial reporting.
The Conference & Events Operations Manager will be accountable to the UoG Commercial Ltd board of directors and have a direct line management relationship with the Director of Catering & Events for the University of Glasgow
Proactive, enthusiastic and flexible approach to work.
Accepting of new ideas and change initiatives.
Demonstrate professionalism, credibility, trust and respect both internally and externally.
As a full time role, this post has a working pattern of 37.5 hours, but flexibility may be required by mutual agreement and there may be some weekend and public holiday working at peak period.
UoG Commercial Ltd
UoG Commercial Ltd is a subsidiary company wholly owned by the University of Glasgow and provides catering services as part of the new extended campus at the University. As our employees are integrally involved in generating and sharing in the business’ success, including a share of the profits, we call ourselves ‘partners’ rather than staff. We want our customers and partners to feel equally valued and appreciated because they are both important to our success.
We recognise that the way we conduct ourselves reflects not just on the company, but on the University of Glasgow and so our values are at the heart of the way in which we behave. Put simply we ask our partners to:
Be friendly and positive
Treat everyone with respect
Take pride in everything they do
Terms and Conditions
Salary range: £35,000 - £39,000 per annum.
This post is full time (37.5 hours per week) and open ended.
It is the University of Glasgow’s mission to foster an inclusive climate, which ensures equality in our working, learning, research and teaching environment.
We strongly endorse the principles of Athena SWAN, including a supportive and flexible working environment, with commitment from all levels of the organisation in promoting gender equity.
The University of Glasgow, charity number SC004401.