Closing date - 17 August 2026

Salary - £45-£47,000 per annum (dependent on experience)

Please feel free to contact us at recruitment@factoryinternational.org if you require any support in completing your application. 

Hospitality General Manager Job Pack - download here


The Hospitality General Manager will lead the operational delivery and commercial performance of hospitality across Factory International, creating an environment where great people can do their best work and guests receive exceptional experiences.

This role will build a culture of ownership, accountability and continuous improvement, empowering managers and teams to make informed decisions, solve problems and contribute to the success of the operation.

The Hospitality General Manager will be supported with the autonomy, senior leadership partnership and organisational commitment needed to shape the future of hospitality across one of the UK's most ambitious cultural venues.

The key responsibilities for the Hospitality General Manager include;

Operational leadership

The Hospitality General Manager will:

- Create clarity, alignment and shared purpose across all hospitality operations.

- Lead from the front during live events and venue activity, remaining visible, approachable and solutions-focused.

- Foster a culture where managers take ownership of outcomes and work collaboratively across teams to achieve them.

- Encourage learning, reflection and continuous improvement following both successes and challenges.

Factory International will:

- Trust you to make operational decisions that support guest experience, team wellbeing and commercial success.

- Involve you in wider venue and organisational planning, ensuring hospitality has a strong voice at the table.

Commercial performance

The Hospitality General Manager will:

- Take ownership of hospitality profitability and support managers to understand how their decisions contribute to commercial success.

- Use data, insight and forecasting to inform decisions and drive continuous improvement.

- Promote commercial awareness at all levels, helping teams understand the impact they have on revenue, costs and guest satisfaction.

- Celebrate high performance and recognise contributions that deliver positive results.

Factory International will:

- Provide access to the information, tools and support needed to make informed commercial decisions.

- Encourage innovation and calculated risk-taking where it contributes to better outcomes.

Team leadership and accountability

The Hospitality General Manager will:

- Develop a culture where people feel trusted, respected and accountable.

- Coach and support managers to lead with confidence, consistency and empathy.

- Create an environment where feedback is welcomed, performance conversations are constructive and success is recognised.

- Build high-performing teams that embrace collaboration, inclusivity and shared responsibility.

Factory International will:

- Invest in leadership development and support your growth as a senior leader.

- Encourage open communication, challenge and participation across all levels of the organisation.

Workforce and Pipeline

The Hospitality General Manager will:

- Build sustainable talent pipelines and create opportunities for people to develop and progress.

- Champion training, mentoring and knowledge-sharing across the team.

- Support innovative approaches to workforce planning and multi-skilled working.

- Help create pathways into hospitality careers through partnerships with Factory Academy and other initiatives.

Factory International will:

- Support your efforts to develop talent and invest in workforce capability for the long term.

- Promote a learning culture where development is valued and encouraged.

Customer experience and standards

The Hospitality General Manager will:

- Champion a guest-first mindset across all hospitality operations.

- Empower teams to resolve issues, take ownership and deliver memorable experiences.

- Promote accessibility, inclusion and consistency in every aspect of the guest journey.

- Use guest feedback and operational insight to drive improvements.

Factory International will:

- Share responsibility for creating an exceptional guest experience across the organisation.

- Support innovation and continuous improvement in service delivery.

- Strategic development

- Drive improvements in operating model so that efficiency, flexibility and capability increase over time

- Support the development of hybrid roles so that resource is used more effectively across guest touchpoints

Leadership Expectations: What success will look like

The Hospitality General Manager will:

- Demonstrate visible leadership and personal accountability.

- Foster trust through openness, consistency and integrity.

- Encourage participation and seek diverse perspectives before making decisions.

- Take ownership of challenges while enabling others to own solutions.

- Balance commercial performance with people development and guest experience.

- Lead change positively and help others navigate uncertainty with confidence.

Factory International will:

- Create an environment where leadership is supported, not isolated.

- Value collaboration over hierarchy and contribution over status.

- Recognise achievement, learning and innovation.

The person specification for the Hospitality General Manager are;

ESSENTIAL

- Experience managing hospitality operations with multi-million pound turnover

- Experience leading teams of 100+ employees

- Significant senior leadership experience in hospitality, events or similar operational environments

- Proven experience delivering profit through operational control

- Experience leading managers and large, diverse teams

- Strong commercial awareness and ability to use data to inform decisions

- Ability to operate effectively in fast-paced, live environments

- Commitment to championing representation and inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds

- Willing to complete relevant statutory checks e.g. DBS (Factory International can support with processing and payment)

DESIRABLE

- Experience working in complex, multi-use venues

- Experience building workforce pipelines or training pathways

- Interest in developing multi-skilled teams and hybrid roles

- Enthusiasm for training, mentoring and support of emerging talent

When applying please do not rely solely on ChatGPT/AI software for your answers as it may not fully reflect your skills and experience and how they align with this role and we may decide to discount your answer if we believe it is solely generated by AI.