Office Manager

If you’re the person who keeps everything moving, spots what needs fixing before anyone else does and loves being the major cog at the heart of a busy, brilliant hospitality business, this could be the role for you. As Office Manager, you’ll play a key role in keeping our HQ environments running smoothly, creating a welcoming and well-organised space where our teams can do their best work.

Working closely with a wide range of stakeholders from our customers and Operations teams to our directors, you’ll use your initiative to solve problems, support the wider business, and add value across the many activities that keep a fast‑paced, entrepreneurial hospitality business moving.

You’ll be one of the first people our team and visitors see when they walk through our front door, setting the tone for the office and bringing the same warm welcome our customers experience when they visit our sites.

This is a role for someone who loves variety, enjoys figuring things out, and can confidently tackle a wide range of tasks and responsibilities, often balancing several priorities ng able to prioritise, communicate effectively, and think on your feet will be key to succeeding in this role.

It’s also a very hands‑on role. While you’ll manage a small and effective team of two, this role is perfect for someone who enjoys coaching others, working closely with their team, spotting efficiencies, and taking ownership to make sure tasks and requirements are completed to a high standard. Just as importantly, you’ll help bring our HQ community to life. Whether that’s coming up with fun reasons for people to get together, organising a wine and cheese evening, helping everyone get into the festive spirit, or simply being the person who knows everyone’s weekend plans.

You’ll play a big part in creating a welcoming, connected office environment where people enjoy coming to work.

As a hospitality business, our teams and sites operate 7 days a week, so from time to time there may be a need to support with key communications or operational requirements outside of normal office hours. This isn’t a regular part of the role, but we’re looking for someone who is flexible, approachable, and happy to roll up their sleeves and get involved when the business needs a helping hand.

1. Leading the Office Team & Improving Ways of Working

• Manage the Office Administrator and Office Coordinator to keep the office functioning smoothly and ensuring that HQ is an enjoyable place to work for our team
• Working with Line Managers to ensure new starters have a great experience - making sure new starters have welcome packs, are inducted into HQ and have the right software access from day 1
• Oversee the account management administration of certain Group platforms used within the business, such as our gift card provider, hotel booking and travel platforms including Uber, Airbnb, HQ telephone/door systems and annual subscriptions etc.

2. Being the Go-To Problem Solver for HQ & the Wider Business

• Manage business email inboxes and Head Office calls, triaging enquiries and comments/complaints from customers, coordinating responses with the Office Co‑Ordinators. This includes escalating where needed, and logging external complaints through our customer service platform.
• Support the team with helping to resolve any escalated customer or high risk complaints – in some cases being hands‑on where necessary.
• Fielding queries and questions from around the business and ensuring that our internal teams are directed to the correct people and/or places to help make their lives simpler.

3. Creating a Brilliant HQ Experience

• Oversee the day-to-day management of our HQ spaces, including scheduling and diary management of eight high-demand meeting rooms, coordinating any office moves, maintaining equipment, stock and ensuring teams across Baldwin Street and Ritorno have the workspace and resources they need to be effective.
• Ensure that the office environment is kept to a high standard by logging maintenance issues, working with the maintenance team and liaising with external 3rd party contractors where required.
• Ensure HQ compliance – working with the Health…