General Manager- Westfield, London

At TOCA Social, we see a direct link between the quality of our guest experience and the happiness of our teammates, meaning our teammates are at the centre of everything we do! Our General Managers are responsible for bringing together multiple elements of our guests' journey together to deliver memorable experiences! The ideal candidate will have previous experience in competitive socialising or hospitality venues and the ability to lead with attributes that are core to our culture.

Location: TOCA Social White City, Ariel Way, W12 7GD

Reports to: Senior General Manager

Role Scope & Responsibilities:

People & Team Development

• Recruit, onboard, and develop a high-performing, engaged team alongside your leadership group
• Foster a strong, inclusive culture where teammate engagement and wellbeing are prioritised

  Work closely with the People Team and L&D to support progression and internal growth

• Lead by example, setting clear expectations and holding the team accountable to standards

Local Community & Brand Presence

• Act as the face of TOCA Social within the local community, building strong external relationships
• Drive partnerships with local businesses, corporate clients, and community groups
• Grow and activate the Golden Goal Club database, driving sign-ups, repeat visits, and guest loyalty
• Support and lead local marketing initiatives, events, and activations to increase footfall and brand awareness

4-Wall Commercial Ownership

• Have a strong understanding of how day-to-day decisions impact revenue, labour, costs, and overall P&L performance
• Lead delivery of key KPIs through driving sales, controlling costs, and improving operational efficiency
• Analyse performance trends (sales mix, spend per head, peak times) to inform better decision-making
• Take ownership of labour planning, scheduling, and productivity in line with business demands

Hands-On Hospitality Leadership

• Lead from the front on the floor, delivering exceptional guest experiences and supporting your team in real time
• Coach and develop teammates and leaders to consistently deliver best-in-class service
• Act as the go-to for guest recovery, resolving issues with empathy and ownership
• Create an engaging, high-energy environment that reflects TOCA Social’s “Everybody Plays” culture

Health, Safety & Compliance

• Ensure full compliance with health & safety, food safety, and allergy procedures
• Maintain a safe, secure, and high-quality environment for both teammates and guests
• Conduct regular walk-throughs and preventative maintenance checks to uphold standards
• Take accountability for operational compliance, audits, and risk management

Qualifications & Experience

• 3-5 years’ experience in a General Manager position
• Demonstrated ability to deliver against key KPIs, with a strong understanding of how operational decisions impact commercial performance
• A people-first leader with high emotional intelligence, able to build strong relationships and create an engaging team culture
• A positive, resilient individual with a strong work ethic and the ability to thrive in a fast-paced, high-energy environment
• A quick learner who is coachable, open to feedback, and motivated to grow into a General Manager role
• Passionate about delivering exceptional guest experiences, with a natural focus on both teammate and guest satisfaction
• A hands-on operator who leads from the front and is willing to roll up their sleeves to support the wider team

  Flexible and adaptable, with the ability to work a variety of shifts based on business needs

Benefits:

You’ll have full access to our TOCA Treats, which includes (but is not limited to!):

• Competitive salary
• Complimentary TOCA games!
• Huge discounts on our F&B
• Free meal whilst on shift
• Local retail & hospitality discounts!
• Teammate Assistance Programme with access to free counselling sessions
• Cycle 2 Work Scheme
• Great progression opportunities as we expand!

If you think you have what it takes, apply now!

TOCA Social is committed to providing an inclusive recruitment process. If you require any reasonable adjustments at any stage of the application or interview process, please let us know.