Assistant General Manager

Welcome to The Lost Estate.We create iconic, genre-defining immersive arts and hospitality experiences. We believe that great art, in the right place, at the right time, has the power to transform lives. Our mission is to rapidly expand this unique business into an international cultural powerhouse.

We are seeking a dynamic and experienced Assistant General Manager to help lead our multi-faceted operation. This role demands a proactive, service-driven leader who thrives in high-energy environments, takes ownership of operational excellence, and is committed to the continual development of people, processes, and product. Ideally you have experience in the theatre, arts or creative industries, and are comfortable managing high quality hospitality operations.

As the Assistant General Manager, you will be responsible for supporting the operational structure, ensuring exceptional service, efficiency, and profitability across all departments. You will be instrumental in supporting the General Manager in shaping and refining operational policies, optimising workflows, managing budgets, and fostering a high-performance culture. With a hands-on approach, you will lead, train, and develop a team of hospitality professionals, ensuring that every aspect of our guest experience aligns with The Lost Estate’s artistic and commercial vision.

This role is a rare opportunity to take a leadership position within one of the most exciting and fast-growing arts and hospitality businesses in the industry. If you are a strategic thinker, a hands-on leader, and a hospitality innovator, we want to hear from you.

KEY RESPONSIBILITIES

The three key responsibilities are to ensure the site is:

• On mission: The artistic vision is upheld, enhanced and all encompassing
• On margin: Run as a tight ship, with a focus on driving sales and cost control
• Self-improving: Evaluating every aspect of the operation, and planning and executing improvements

In order to deliver on these responsibilities, the Assistant General Manager must excel in:

Operational Leadership & Strategy

• Take ownership of the day-to-day operations across the hospitality department, ensuring seamless service delivery and operational excellence.
• Develop and implement operational policies and procedures to optimise efficiency, service standards, and profitability.
• Supports the delivery of compliance across health & safety, licensing, and fire safety

Team Leadership & Development

• Inspire, mentor, and develop a high-performing team of supervisors, and frontline staff, fostering a culture of excellence and accountability.
• Support in the delivery of training and development for the team
• Assist in recruitment, onboarding, and performance management, ensuring the team is equipped to deliver world-class experiences.
• Oversee scheduling, shift management, and payroll approvals, ensuring optimal staffing levels while maintaining cost efficiency.

Guest Experience & Service Excellence

• Lead by example on the floor, ensuring the highest levels of customer satisfaction through proactive engagement and problem-solving.
• Implement and refine service standards that reflect The Lost Estate’s immersive and theatrical nature, ensuring a cohesive guest journey.
• Manage and resolve guest complaints with efficiency and diplomacy, using feedback to inform service improvements.

Financial & Budgetary Management

• Supporting the GM in budget planning and cost control
• Analyse operational costs, staffing expenditures, and revenue streams to drive profitability without compromising quality.

ROLE REQUIREMENTS

Essential:

• 3+ years’ experience in hospitality management, preferably within high-volume or immersive event settings.
• A passion for the arts, creative or immersive experiences.
• Demonstrated experience in budgeting, cost control, and financial management.
• Proven track record in leading large teams, including recruitment, training, and performance management.
• Exceptional organisational and problem-solving skills, with a hands-on, solutions-focused approach.
• Strong knowledge of health & safety regulations, food hygiene practices, and licensing requirements.
• Ability to work independently, take initiative, and drive continuous operational improvement.
• Experience using workforce management, scheduling, and EPOS systems (e.g., Fourth, PointOne).
• Excellent communication skills and the ability to foster collaboration across teams.
• Passion for the intersection of hospitality and the arts, with a commitment to delivering transformative guest experiences.

Desirable:

• Personal License Holder
• Food Hygiene Level 3
• Fire Marshal Training
• First Aid & De-Fib Training
• Conflict Resolution Training

PAY, DATES & BENEFITS

• Full-time, permanent position, commencing ASAP
• Hours: 48 hours per week
• Salary: £42,000-£47,000 inclusive of tronc
• Holidays: 28 days annual leave, including public holidays
• Benefits Include:
• Free tickets to The Lost Estate shows (subject to availability)
• Staff discount on drinks at The Lost Estate shows
• Company pension scheme
• Training and development programs
• Extra day off for your birthday