Location
London Museum Docklands

Hours
Full Time - 7-day operation

Salary
£60,000 per annum

About the Role
We are seeking an experienced and commercially focused General Manager to lead operations at London Museum Docklands. This senior leadership role is responsible for overseeing all site operations across multiple outlets within a dynamic 7-day operation, ensuring exceptional service delivery, commercial performance, client satisfaction, and operational excellence. You will work closely with the Director of Operations and the wider leadership team, leading a high-performing management team within a values-led hospitality environment focused on premium guest experiences, operational innovation, sustainability, and long-term business growth.

Operations
Lead day-to-day operations across all outlets, ensuring consistently high standards and seamless service delivery. Provide hands-on leadership during service, VIP visits, and high-profile events to maintain operational excellence and guest satisfaction. Oversee operational systems, cleanliness, organisation, and presentation across all front- and back-of-house areas. Collaborate with facilities, security, reception, client teams, and other departments to ensure smooth building-wide operations.

People and Culture
Lead, motivate, and develop management teams across all operational areas, fostering a culture of professionalism, accountability, and collaboration. Oversee recruitment, onboarding, succession planning, and performance management to support team development and retention. Manage labour planning, rota management, payroll sign-off, and absence management to ensure operational efficiency. Ensure training, coaching, and development programmes are delivered effectively and aligned with company standards and values.

Financial and Commercial Performance
Drive and maximise site-wide revenue, labour efficiency, and cost control across all operational areas. Monitor business performance through regular reviews of sales, labour, stock, and operational KPIs, identifying opportunities for continuous improvement. Work closely with central and on-site teams to deliver promotional activity, guest engagement initiatives, and revenue-driving opportunities. Support long-term business growth through operational innovation, market awareness, sustainability initiatives, and strategic planning.

Communication and Standards
Act as the key point of contact for client representatives and internal stakeholders, building strong and collaborative relationships. Lead daily briefings, weekly management meetings, and cross-departmental communication to ensure alignment across all teams. Monitor guest feedback, complaints, and operational reporting, ensuring timely follow-up and continuous improvement. Maintain full compliance with company standards, health & safety requirements, and operational procedures across the site.

What We Offer
Sales bonus, company sick pay, life insurance (2 x annual salary), 50% discount in our restaurant and 25% off at our cafés, holidays increasing with length of service, loyalty bonuses, one paid day off annually for community or charity volunteering, retail, grocery and gym discounts, cycle to work scheme, refer your friend scheme, learning and development portal with apprenticeship programs, G&F Support Scheme, and access to Hospitality Action’s confidential Employee Assistance Programme (EAP).

Experience
Proven experience in senior hospitality or operational management roles with a strong commercial focus. Demonstrated ability to lead multi-outlet operations within a fast-paced, customer-centric environment.

About You
Strong leadership skills with the ability to motivate and develop teams. Excellent communication and interpersonal skills to build collaborative relationships with clients, colleagues, and stakeholders. Commercially minded with a passion for delivering premium guest experiences and operational excellence. Committed to sustainability, innovation, and continuous improvement. Values-led with a professional and accountable approach.

Ability to manage multiple priorities in a dynamic 7-day operational environment and maintain high standards under pressure.

Qualifications
Relevant hospitality or business management qualifications are desirable but not essential. Commitment to ongoing professional development and learning.