Office Manager

If you're the person who keeps everything moving, spots what needs fixing before anyone else does and loves being the major cog at the heart of a busy, brilliant hospitality business, this could be the role for you. As Office Manager, you'll play a key role in keeping our HQ environments running smoothly, creating a welcoming and well-organised space where our teams can do their best work. Working closely with a wide range of stakeholders from our customers and Operations teams to our directors, you'll use your initiative to solve problems, support the wider business, and add value across the many activities that keep a fast-paced, entrepreneurial hospitality business moving.
You'll be one of the first people our team and visitors see when they walk through our front door, setting the tone for the office and bringing the same warm welcome our customers experience when they visit our sites.This is a role for someone who loves variety, enjoys figuring things out, and can confidently tackle a wide range of tasks and responsibilities, often balancing several priorities at once. Being able to prioritise, communicate effectively, and think on your feet will be key to succeeding in this role.
It's also a very hands-on role. While you'll manage a small and effective team of two, this role is perfect for someone who enjoys coaching others, working closely with their team, spotting efficiencies, and taking ownership to make sure tasks and requirements are completed to a high standard. Just as importantly, you'll help bring our HQ community to life. Whether that's coming up with fun reasons for people to get together, organising a wine and cheese evening, helping everyone get into the festive spirit, or simply being the person who knows everyone's weekend plans. You'll play a big part in creating a welcoming, connected office environment where people enjoy coming to work.
As a hospitality business, our teams and sites operate 7 days a week, so from time to time there may be a need to support with key communications or operational requirements outside of normal office hours. This isn't a regular part of the role, but we're looking for someone who is flexible, approachable, and happy to roll up their sleeves and get involved when the business needs a helping hand.
Getting into the detail 1. Leading the Office Team & Improving Ways of WorkingManage the Office Administrator and Office Coordinator to keep the office functioning smoothly and ensuring that HQ is an enjoyable place to work for our teamWorking with Line Managers to ensure new starters have a great experience - making sure new starters have welcome packs, are inducted into HQ and have the right software access from day 1Oversee the account management administration of certain Group platforms used within the business, such as our gift card provider, hotel booking and travel platforms including Uber, Airbnb, HQ telephone/door systems and annual subscriptions etc.2. Being the Go-To Problem Solver for HQ & the Wider BusinessManage business email inboxes and Head Office calls, triaging enquiries and comments/complaints from customers, coordinating responses with the Office Co-Ordinators. This includes escalating where needed, and logging external complaints through our
customer service platform.Support the team with helping to resolve any escalated customer or high risk complaints - in some cases being hands-on where necessary.Fielding queries and questions from around the business and ensuring that our internal teams are directed to the correct people and/or places to help make their lives simpler.3. Creating a Brilliant HQ ExperienceOversee the day-to-day management of our HQ spaces, including scheduling and diary management of eight high-demand meeting rooms, coordinating any office moves, maintaining equipment, stock and ensuring teams across Baldwin Street and Ritorno have the workspace and resources they need to be effective.Ensure that the office environment is kept to a high standard by logging maintenance issues, working with the maintenance team and liaising with external 3rd party contractors where required.Ensure HQ compliance - working with the Health and Safety Administrator to ensure that HQ is a safe place to
work.4. Events, Engagement & Office CommunityLead on the planning and delivery of HQ meeting, including HQ Huddles, Operational and SLT meetings, and ad hoc social events such as quiz nights- creating engaging experiences aligned to what our teams want.Support the organisation of Loungefest, our annual event for thousands of our team including Communications to sites, coach arrangements, liaising with third party suppliers.Communicate specific information to our HQ teams, a combination of reactive updates related to the office environment or maintenance issues, or inviting and informing the teams of social events and HQ huddles.5. Keeping Information, Systems & Support Running SmoothlyWork closely with the Central Ops team to ensure HQ information on SharePoint is kept up to date (key dates, updates to software and Org chart) that our teams can easily access themselves.Working alongside the Executive Assistant, provide ad-hoc support of Directors on tasks
such as travel booking, meeting room organisation, expenses, and events.
What you'll bringA friendly, approachable communicator who's comfortable being the "face" of the business, building strong relationships with colleagues, stakeholders, and visitors.Experience from a fast-paced, multi-site hospitality or retail environment, comfortable juggling priorities and keeping things running smoothly.Confidently manage budgets, resources, and third-party suppliers, ensuring great value, strong partnerships, and consistently high standards.Naturally organised and detail-focused, able to spin multiple plates while keeping admin, systems (e.g. Microsoft Office/Teams), and processes running efficiently.Thrive in a reactive environment, using initiative, sound judgement, and discretion when handling sensitive or confidential matters.Experienced in customer service, event coordination, and supporting people and processes-always focused on creating positive experiences and continuous improvement.Self-motivated and flexible, happy working independently or as part
of a team, with a genuine passion for hospitality, community, and getting stuck in when it matters.
What's in it for you?25 days holiday (plus bank holidays)A culture that appreciates ideas and celebrates individualityFounder-led business - we might have 300 sites, but we still maintain an entrepreneurial spirit through everything we do50% off food at all Lounges, Cosy Clubs and BrightsidesUp to 10% bonusPension contribution24/7 mental health supportAmazing events including LoungeFest - our annual company festival - Christmas parties and moreWe want to work with nice people so if you want to work hard, have fun and be part of the Loungers ride, we'd love to have you.
About usLoungers is a substantial and growing operator in the UK hospitality sector, operating over 300+ sites in England and Wales across three distinct but complementary brands, Lounges, Cosy Club, and Brightside. Founded in 2002 by three friends who wanted to create a neighbourhood café-bar that they would want to go to, the Group is now the only growing all-day operator of scale in the UK and has consistently outperformed the wider UK hospitality sector over the past three years. Despite being the fastest growing café/restaurant group in the Country, Loungers has retained its entrepreneurial spirit and quirky 'Loungey' local community atmosphere.