MCC: Operations Executive - Restaurants & Debentures; Deadline

Department

Catering

Premium Operations Manager

Permanent

Normal working hours will be 5 shifts of 9 hours rostered between Monday to Sunday, including one-hour unpaid lunch on each day worked; making a total of 40 working hours per week.

To lead and coordinate the operational delivery of MCC Members', General Public and Debenture Holder restaurant experiences, ensuring exceptional customer service, efficient reservation management, seamless match-day execution, and continuous improvement across all restaurant offerings.

The role is responsible for supporting the development, administration and promotion of restaurant operations while maintaining high standards of service, communication, compliance and stakeholder engagement.

• Lead and coordinate restaurant operations for Members, Debenture Holders and the General Public, ensuring smooth and efficient delivery.
• Establish and maintain service delivery standards across all restaurants, ensuring consistency in execution and customer experience.
• Develop and maintain an in-depth knowledge of all MCC restaurant offerings across the Ground.
• Continually seek opportunities to improve, innovate and enhance the customer experience across restaurants, suites and hospitality experiences.
• Manage and administer restaurant ballot and reservation systems across all applicable dining facilities.
• Coordinate match-day preparations including table plans, guest check-in lists, menu coordination, function sheets, SOPs and stakeholder communications.
• Develop dining packages and support the promotion and growth of restaurant sales across T20, County Championship, The Hundred and other fixtures.
• Prepare and manage restaurant collateral, ensuring all printed materials are produced and distributed within agreed timelines.
• Lead the preparation and distribution of managers' match-day packs and deliver operational briefings where required.
• Recruit, develop and manage relationships with Floor Managers and service teams, acting as the primary link between planning, operational delivery and post-match reviews.
• Forecasting restaurant staffing requirements by match, venue and cover levels.
• Develop, coordinate and deliver training programmes for match-day teams, including restaurant SOPs and health and safety procedures.
• Manage menu briefing processes and support allergen management across all restaurant facilities.
• Maintain responsibility for restaurant content on the Lord's website, ensuring information remains accurate, up-to-date and customer focused.
• Produce pre-match reporting and provide regular updates on booking numbers and operational performance to key internal stakeholders.
• Maintain a visible operational presence during set-up and match days and breakdown procedures, conducting regular inspections to ensure operational readiness, presentation standards, health and safety compliance requirements and customer experience expectations are achieved.
• Oversee customer feedback processes, including post-dining surveys, and lead post-match reviews and analysis.
• Monitor and report maintenance issues, liaising with appropriate departments to ensure timely resolution.
• Support the Premium Operations Manager with budget planning, reporting and end-of-season reviews.
• Build and maintain relationships with key clients and stakeholders.
• Assist with restaurant-related enquiries from members, debenture holders and the general public via telephone and email.
• Develop and support out-of-season restaurant offerings and initiatives.
• Undertake additional administrative duties to support the wider hospitality and operations teams.
• Support the Events & Experiences Operations Team during busy periods post Cricket season.