Head of Hospitality and Events at Discovery Limited

Job Purpose

• To provide visionary leadership, strategic direction, and operational oversight for all aspects of Discovery’s hospitality services. This includes executive events, conference venues and hospitality operations. The Head of Hospitality and Events is accountable for ensuring exceptional service delivery, operational excellence, and alignment with Discovery’s values and business objectives. The role encompasses strategic planning, team leadership, financial management, compliance, and stakeholder engagement.
• The incumbent is responsible for resource planning (both internal and contracted), leading and developing staff, and delivering a world-class hospitality and events facility to the CEO, Directors, Executives, and their guests. The Head of Hospitality and Events works collaboratively with executives and managers to identify and meet a diverse range of needs for staff, stakeholder, and client events.

Key Outputs (may include but are not limited to):

Strategic Leadership & Operations

• Develop, implement, and continuously refine business strategies to maintain and elevate service standards and venue presentation.
• Lead, motivate, and mentor teams and managers, fostering a culture of high performance, professional growth, and accountability.
• Plan, allocate, and optimise resources (internal and contracted) to meet the dynamic demands of events and services.
• Drive innovation and continuous improvement in offerings, ensuring Discovery remains at the forefront of industry trends and best practices.
• Identify business trends and implement processes and procedures to ensure exceptional service standards and venue presentation.
• Serve as the primary point of contact for clients, cultivating relationships with clients, vendors, and industry partners to ensure client satisfaction and drive retention.
• Manage escalations and ensure all services meet the highest standards.

Event & Venue Management

• Manage and coordinate executive and high-level events, overseeing the full event lifecycle from initial planning and client engagement to onsite execution and post-event analysis.
• Serve as the primary liaison for executives, directors, and external VIPs, ensuring their requirements are met with discretion and professionalism.
• Ensure all events and services consistently meet Discovery’s high standards for quality, safety, and customer service.
• Oversee scheduling, staffing, and operational logistics for all events and venues, ensuring seamless execution.
• Manage digital signage, audio-visual requirements, and all client communications to ensure clarity and alignment with event objectives.
• Utilise Forum systems to manage and control the utilisation of facilities, ensuring client expectations are managed and exceeded.
• Oversee work schedules and client requirements to maintain service standards and ensure efficient event delivery.
• Coordinate high-level events for CEOs and executives, including planning engagements with high-level stakeholders and international companies.
• Work closely with the CEO’s office on event structure and outputs, particularly for events utilising the Forums and 8th floor facilities.
• Manage multiple complex events simultaneously, demonstrating meticulous attention to detail and adaptability to long hours and weekend work as required.

Team & Provider Management

• Recruit, train, and develop staff, ensuring a motivated, skilled, and customer service-focused team.
• Manage performance, incentives, and retention strategies.
• Foster a culture of customer service excellence and compliance with all internal policies.
• Build and maintain strong internal and external relationships ensuring alignment with Discovery’s standards and values.
• Manage escalations, staff performance metrics, and the integration of temporary employees as needed.

Financial & Contract Management

• Create, manage, and monitor budgets, ensuring financial health and sustainability.
• Oversee financial planning, cost control, and reporting, ensuring all financial targets are met or exceeded.
• Manage contracts, invoicing, and compliance with procurement processes, ensuring transparency and accountability.
• Oversee the preparation and presentation of event costings for client approval, managing final costings and billing to customers or cost centers.

Compliance, Health & Safety

• Ensure strict adherence to all health and safety regulations, licensing laws, and company policies.
• Oversee the implementation of hygiene protocols.
• Manage health and safety requirements, ensuring a safe and compliant environment for staff and guests.

Communication & Branding

• Liaise with Customer Experience and Communications teams to coordinate promotions, signage, and branding initiatives.
• Develop and manage communication strategies tailored for a hybrid work environment, ensuring effective information dissemination.

Required Experience & Qualifications

• 5+ years’ experience in events planning, and operations, with a proven track record in managing large-scale, high-level events and service delivery.
• Demonstrated experience in managing teams and high-level relationships with confidentiality and professionalism.
• Excellent verbal and written communication skills, with the ability to engage effectively at all organisational levels.

Technical Skills & Knowledge

• Deep understanding of hospitality operations, event management, and customer service excellence.
• Comprehensive knowledge of health and safety requirements, food hygiene, and regulatory compliance.
• Advanced financial management skills, including budgeting, cost control, and financial reporting.
• Proficiency in MS Office; experience with event management systems
• Strong project management, problem-solving, and organisational skills.
• High level of experience in the conferencing industry, food and beverage allocation, stock management, and industry trends.

Personal Attributes & Competencies

• Values-driven, optimistic, resilient, and instils trust in others.
• Inspirational leader who treats others with care, dignity, and respect.
• Strategic thinker, resourceful, and customer-focused.
• Excellent communicator, collaborator, and team builder.
• Results-oriented, adept at managing complexity, and skilled at planning and aligning resources.
• Demonstrates accountability, business insight, and financial acumen.
• Learns on the fly, drives results, solves problems, and builds effective teams.

Role Specific Behaviours (☒ Choose 3 only)

• Business insight
• Collaborates
• Communicates effectively
• Customer focus
• Decision quality
• Develops talent
• Directs work
• Drives engagement
• Financial acumen
• Plans and aligns
• Resourcefulness
• Builds effective teams
• Drives vision and purpose
• Optimizes work processes