Concessions Services Manager

Role Purpose

The Concession Services Manager is responsible for ensuring operational excellence, strong service standards, and effective relationships with restaurant concession partners across Selfridges.

The role focuses on day-to-day operational leadership, ensuring partners deliver in line with Selfridges service standards, governance requirements, and guest experience expectations.

This position works closely with internal teams including Marketing, PR, Digital, and Compliance to ensure concession restaurants are aligned with the Selfridges brand and business strategy.

This is a site-based operational role requiring a strong on-floor presence.

Key Responsibilities

Customer Experience

Deliver a consistent, high-quality guest experience across all concession restaurants.

Ensure concession partners meet Selfridges service standards

Maintain a visible presence on the restaurant floor

Monitor guest feedback and identify improvement opportunities

Resolve guest issues and manage service escalations

Support partners in improving guest satisfaction

Operational Ownership

Oversee day-to-day restaurant operations and ensure governance standards are met.

Monitor operational performance across concession restaurants

Ensure compliance with Selfridges policies and operational standards

Coordinate duty management coverage when required

Support store approval processes for concessions

Identify and manage operational risks

Partnership & Collaboration

Build strong relationships with concession partners and internal teams.

Act as the main operational contact for restaurant partners

Maintain alignment with Selfridges service standards

Collaborate with Marketing, PR, Digital, and Store Operations teams

Support marketing campaigns and promotional activity

Assist with website and digital updates for concession restaurants

Operational Agility

Respond effectively to operational challenges and changing business needs.

Provide operational support during peak periods and key events

Support concession partners with operational or service issues

Coordinate operational coverage where needed

Identify opportunities to improve processes and efficiency

Commercial Performance

Support concession partners in delivering strong operational and trading performance.

Monitor service standards and operational performance

Identify opportunities to enhance efficiency and guest experience

Support promotional activity and trading initiatives

Ensure alignment with wider store trading strategies

Governance & Compliance

Ensure all concession partners operate safely and in line with regulations.

Monitor compliance with Food Safety, Health & Safety, and Fire Safety requirements

Support audits and ensure corrective actions are implemented

Maintain governance standards across restaurant operations

Training & Capability

Support service standards and operational capability across concession teams.

Encourage strong service and operational practices

Support training and capability development where required

Coach Duty Managers to deliver consistent service standards

About You

A natural leader who enjoys motivating, supporting, and developing teams to achieve great results.

Strong knowledge of restaurant operations, with curiosity and enthusiasm for the hospitality industry.

A hands-on, flexible manager who takes ownership and approaches the department with a business mindset.

Passionate about delivering the world-class service and guest experience Selfridges is known for.

Confident building genuine connections with customers while creating an enjoyable and engaging environment.

Professional and composed, with the ability to manage challenging situations calmly and diplomatically.

An effective communicator with a clear understanding of restaurant operations.

Positive, proactive, and willing to go above and beyond to support both customers and colleagues.

This role offers the opportunity to work alongside a diverse team with expertise across a wide range of hospitality and catering disciplines. There are also many opportunities to collaborate on projects and initiatives across the wider business — ensuring no two days are ever the same.

As Harry Gordon Selfridge once said, “There’s no fun like work"