Concessions Services Manager
Job Introduction
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"
Selfridges