Kristina Matthews

Birmingham City Football Club

• Leading high-end Matchday hospitality operations across five restaurants and twelve private boxes, delivering seamless, high-quality service to VIP and corporate guests.
• Collaborating with cross-functional teams to execute premium service standards under high-volume, live event conditions.
• Overseeing conference and event delivery, coordinating event orders, AV requirements, room layouts, and tight turnaround schedules.
• Ensuring accurate planning and flawless execution of events.
• Monitoring and improving service quality across departments, driving guest satisfaction and repeat business.
• Implementing training, standards, and operational controls to ensure consistent excellence.

• Oversee daily operations across 3 restaurants, 5 bars/lounges, 11 private suites, and backstage areas.
• Lead a team of 3 full-time managers and supervise up to 80 casual staff members during event days.
• Manage labour forecasting, scheduling, and tracking to optimize staffing efficiency.
• Stock control, inventory management.
• Events planning
• Monitor sales performance and financial data to support business decisions.
• Handle invoicing, purchasing.
• Collaborate with internal departments to meet event-specific requirements and logistics.
• Introduce and implement innovative ideas to improve service and operational efficiency.
• Deliver regular training sessions to enhance staff skills and service quality.
• Conducting inspections in all areas of responsibility before opening and closing.
• Performing audits in all hospitality areas.
• Ensuring compliance with hygiene and safety standards.
• Prioritizing customer satisfaction to exceed expectations in service delivery.
• Utilita Arena Birmingham